How successful and efficient was your team? Let’s go to the Reports to find out.
Workflow reports show overall team performance via:
the Summary report with response rate metrics,
the Conversations report, which covers all conversations handled,
the KPIs report, which summarizes agent/team performance, and
the Activities report, which shows all actions performed by agents
The Insights reports provide a deeper understanding of the conversations being had on digital channels through Topics, helping you connect keywords, Sentiment, and Volume of conversations. And not just on your brand, but your competitors too!
That’s a basic view of everything in Brand Embassy. In the Account Set Up guide you’ll learn how to connect your social channels, add users, and adjust settings.