☎️Customer Contacts

This guide is a functional overview of the EasyPost Analytics Customer Contacts module. This is intended to be a general overview, each implementation may vary depending on processes, systems, and data availability.

Customer Contacts

Provides visibility to total contact to order by origin and reason to quickly identify volume and potential issues.

• Total Contacts

• Contact to Order percent

• Case Origin

• Case Reasons by time

• Total Cases

• Average Resolution Hours

Contact Response Effectiveness

Provide visibility to contact response effectiveness through holistic overviews of key metrics.

• Contact SLA

• Total offered contacts

• Agent Handled Contact share

• First Contact Resolution share

• Total Escalated Cases by origin and reason

• Average Wait time

• Origin SLA

Exception & spike identification

Provide visibility and alerts to predetermined exceptions and increases in cases vs forecast/prior year.

• Average Wait time above SLA

• Share of Escalated Cases