Call Center Weekly Email Summary

Stay up to date and take action on Call Center Key Performance Indicators (KPIs) with a short email summary to admins and supervisors.

When is the email sent?

It is sent at the start of each week, with the previous week's metrics.

How are the percentages calculated?

All percent change comparisons in your Weekly email are made against a 12 week rolling average in order for you to discern a true anomaly vs weekly noise.

What are the insights highlighted at the top of the email?

We’re all busy and a weekly email can be great but it takes time to process all the data and determine the best immediate action. On weeks where KPIs are far outside of their norm, up to three insights are given to help you take action on what’s important. 

When all your KPIs are within their normal fluctuation, the email doesn’t show you insights to cut down on the noise and draw attention to weeks with important updates.

Do I need to opt in to receive the email?

The email is automatically sent to those marked Call Center Administrators and Supervisors, and a separate email will be sent for each Call Center. Office Admins will not automatically receive these emails unless they are specifically made an Administrator of each call center.

You can change someone's role by clicking on Options in the Agents & Admins section of each Call Center:

office_cc_admin.png

What if I don't want to receive these emails?

Just click the unsubscribe link at the bottom! You'll not receive it in future.

Email__with_Vi__-_no_banner-highlights.png

Was this article helpful?

/