Social Media Reporting

Topic Views - 160

Social Media Reporting
I am really struggling to work out what I want to pull from my reporting... using Oracle engage in the contact centre and the data download is massive and I am trying to work out what I want to report on, keeping it simple and streamlined. I also want to use the data to help forecast.
Anyone got any hints or tips, or using a current calculator, but for digital? I am responsible for live chat, social and all digital channels, so I reviews, Q&A's etc all mixed up in there! Any help would be appreciated.

Editor

Call Centre Helper

Very similar to other digital channels
If I understand your question correctly you are asking what KPIs you should report on for social media?

I would have thought that the KPIs were similar for other channels
- Number/ Volume per day/ week/ month/ year
- Response Time
- Resolution Time
- Customer Satisfaction
- First Contact Resolution

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question