CX Dashboard — Omnichannel Journey Orchestration
RetailConnect Pro · 2.1M Active Customers · 340K Monthly Contacts · North-Star: CPR-CLV Reduction
Genesys Cloud + Google CCAI · Deployed Month 7
Cross-Channel Continuity Rate
78.4%
+4.2% vs prior 90d
Digital Deflection Accuracy
64.1%
+8.7% vs prior 90d
First-Contact Resolution (Avg)
71.2%
+2.3% vs prior 90d
Agent Context Score
6.8/10
+0.9 vs prior 90d
High-CLV Res. Rate
84.6%
+5.1% vs prior 90d
Orchestration ROI Index
1.42x
+0.18x vs prior 90d
Channel Journey Flow: Last 90 Days (340K Contacts)
From initial touchpoint to resolution/abandonment · Width = volume · Color = channel type
Sentiment Trajectory Across Touchpoints
Average CSAT score by touchpoint sequence · Orchestrated journeys outperform by 12pts
Digital Deflection Accuracy: True vs. False
Strips out false deflections where customers abandoned · 64.1% true resolution rate
Escalation Trigger Distribution
What causes customers to escalate from self-service to agent
Channel Recontact Rate by Issue Category
% of customers who recontact within 7 days · Lower is better
Channel Sequence Performance Matrix
First-contact resolution, handle time, and sentiment by journey path
| Channel Sequence |
Volume |
FCR % |
Avg Handle Time |
CSAT |
Context Score |
Recontact % |
| Web Chat → Self-Resolved | 68,400 | 89.2% | — | 4.6 | — | 4.1% |
| Mobile App → Self-Resolved | 39,600 | 86.7% | — | 4.5 | — | 5.3% |
| Web Chat → Phone (Same Issue) | 28,200 | 74.3% | 8m 42s | 4.1 | 7.8 | 11.2% |
| Phone → Phone (Same Agent) | 22,800 | 76.1% | 9m 18s | 4.2 | 8.4 | 9.7% |
| Mobile App → Web Chat | 19,400 | 68.9% | 12m 05s | 3.8 | 6.2 | 16.4% |
| Phone → Email (Handoff) | 16,200 | 62.4% | 14m 32s | 3.5 | 5.1 | 22.8% |
| Email → Phone (Escalation) | 12,700 | 59.8% | 16m 47s | 3.3 | 4.6 | 28.3% |
| Web Chat → Abandoned → Phone | 10,900 | 54.2% | 18m 21s | 3.0 | 3.8 | 34.6% |
Agent Context Score Distribution at Handoff
Score 1-10 · Higher = better context transfer · Target ≥7.5
Self-Service Abandonment by Friction Point
Where customers drop off in self-service flows · Week 4 spike = API outage
High-CLV Segment Resolution Rate
Top 420K customers · $1,840 avg annual spend
Cost-per-Resolution Trend (CPR-CLV Adjusted)
North-star metric · Target: 18% reduction in 6 months · Current: -11.2% YoY
Avg Recovery Time (Channel Switch)
4m 18s
-37s vs prior 90d
Orchestration Platform Uptime
99.4%
-0.3% vs target (Week 4 incident)
Agent Capacity Released (hrs/wk)
1,240
+340 hrs vs prior 90d