About Dashboard and Reports

The Dashboard tab in the Siebel Smart Answer Administration Tool is designed to give the user an at a glance summary of the effectiveness of the call center.

• Messages per Minute and Hourly messages are two views of how much request traffic is being seen by the CSRs and how quickly they are responding to service requests.

• Top five categories of the day is an up to date pie chart of the top five most frequently used categories of the day.

• CSR optimization has two metrics: CSR productivity and CSR assist.

• CSR productivity is a measure of how often the Siebel Smart Answer engine auto-responds to customer requests and consequently increases the productivity of the CSR.

• CSR assist is a measure of how often the CSR uses the auto-suggestions from the Siebel Smart Answer engine.

• Service Affecting Messages is a graph of how many service requests were classified as customer complaints or with a highly negative sentiment. In the run time Siebel Smart Answer engine service affecting messages are classified with the category service_affecting. It is up to the call center manager to impose policies or create specialized work flows to take advantage of this information in case escalation is required. For a definition of service affecting messages, see Glossary.