Application Setup

This demo draws on work for a large multinational banking conglomerate.</p> The demo shows Key Metrics / Service Level Agreement performance of a service & support situation. Dimensions tracked are calls, Incidents, agent performance. The data is test data from a Service Now environment. Get a full:

• Call Analysis: Track calls, average handle / hold duration
• Incident Analysis: Duration, resolution rate, handle time by category
• Agent Performance: By agent, quality vs experience, agent profiles