This section provides an overview of the key metrics supported by Enlighten Actions, applicable for both data and email interactions. You can refer to this information if you have a question that may not be directly addressed by the application.
| Metric | Description | license required |
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| Call Resolved or Not | Indicates whether the customer’s issue was resolved during the interaction. | Interaction Analytics |
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Agent CSAT Behavioral Metrics
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Measures customer satisfaction (CSAT) based on nine behavioral aspects.
You can access detailed information for the following nine metrics here. |
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Customer Sentiment |
Captures the customer’s emotional response or attitude toward the interaction. |
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| ACD and Digital Metrics | For example, Average handle Time, Average Hold Time, Inbound, Outbound. | |
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Intent or Call Reason |
Captures the customer’s emotional response or attitude toward the interaction. You can access detailed information for the metric here. |
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Outcome |
Indicates the result of the interaction, such as successful issue resolution. You can access detailed information for the metric here. |
Interaction Analytics Premium |
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Handle Time |
Measures the duration of conversation at the segment level. |
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All the above information can be requested by teams, skills, or agents as needed.
Data Levels
Enlighten Actions also displays agent contact level data.
| Metric | Description |
|---|---|
| Inbound Handled | The total number of inbound calls that have been successfully answered. |
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Avg Handle Time |
The average time an agent takes to manage a contact, starting from when they accept the interaction until they finish resolving it. |
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Handled |
The number of contacts an agent deals with in a day. |
| Outbound Handled | The total number of outgoing calls that were successfully answered. |
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Refused |
The total duration an agent spends not accepting calls. |
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Handle Time |
The duration of a call being handled by an agent. |
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Avg Hold Time |
The average duration that a callers is put on hold during a call with an agent. |
| Avg ACW Time | The average time an agent spends on tasks related to a call after it has ended. |
| Holds | The duration of time a customer waits on hold before an agent comes back to continue the conversation. |
| Avg Agent FRT | The average amount of time (in seconds) between the start of the Agent Contact and the time that the Agent's first message was sent to the customer. |
| Avg Agent Responses | The average number of agent responses per digital contact. |
| Avg Customer Resp. | The average number of customer responses per digital contact. |
| % Active Time | The percent amount of total agent contact time agents spent focusing on digital contacts. |
It means when you're viewing data you can see information grouped into segments. It can help you organize and understand data on a more granular level.
Interacting with Enlighten Actions - Sample Questions
This section features a list of sample questions you can ask Enlighten Actions. You can learn how to engage with it and receive answers for supported metrics.
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What are the top five call reasons based on volume for last week?
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Show me the lowest 10 agents based on CSAT for last week?
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Show me 10 call reasons that have the lowest CSAT?
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Show me 10 agents with lowest after call work?
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Show me bottom 10 performing agents based on being empathetic to customers?
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Show me bottom 10 performing agents for actively listening behavior?
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What are the top 10 outcomes based on volume for the past week?
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Who are my top 10 agents for number of calls resolved?
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Show me 10 skills that had the most average handle time?
Knowledge Article
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Create a new knowledge article with instructions to set up an online account.
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Create a new knowledge article with instructions to set automatic payment
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Create a new knowledge article with instructions to cancel an order
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Create a new knowledge article with instructions to schedule an appointment