Omnichannel Service Performance

Unified customer experience metrics across all service channels

Live Data • Updated 2 min ago
Period: Last 30 Days
NORTH STAR METRIC
Cost-to-Serve Efficiency Ratio
$0.0342
Support cost per $1 retained ARR
8.2% better vs Q-1
Target: <$0.0400
Cross-Channel FCR
68.4%
-2.1%
AHT - Tier 2
11.2min
6.3%
SLA Breach Rate
8.7%
1.4%
Target: <10%
Self-Service Deflection
58.9%
3.2%
Target: >55%
7-Day Repeat Rate
19.3%
+1.8%
Target: <18%
Agent Utilization
79.2%
2.7%
Range: 72-85%

Real-Time Queue Depth & Wait Time

Chat 12
Median wait: 68s
✓ Within threshold (90s)
Phone 8
Median wait: 104s
✓ Within threshold (120s)
Email 47
Oldest: 2.8h
✓ Within threshold (4h)

Cost Per Resolution by Channel

CSAT by Channel

Variance: 0.62 (Low variance indicates consistent quality)

SLA Breach Rate by Channel & Priority

P1 Critical
P2 High
P3 Medium
P4 Low
Chat
2.8%
4.1%
5.9%
7.2%
Email
18.4%
11.2%
8.7%
6.3%
Phone
3.2%
5.8%
9.1%
12.6%
Self-Svc
14.7%
9.3%
7.8%
5.1%
<10% (Good)
10-15% (Warning)
>15% (Critical)
Alert: P1 Email breach rate at 18.4% — 8.4pp above threshold. Immediate routing review required.

Average Handle Time by Complexity Tier

Tier 1 Target
<4 min
Tier 2 Target
<12 min
Tier 3 Target
<25 min
Tier 4 Target
<45 min

Agent Utilization Rate by Skill Group

Skill Group Utilization Agents Status
Technical
86%
24 ⚠ High
Billing
78%
18 ✓ Optimal
Onboarding
74%
12 ✓ Optimal
General
62%
31 ↓ Under
Recommendation: Technical team at 86% utilization (burnout risk). Consider shifting 2-3 agents from General (62%) to Technical.

Service Recovery Influence on NPS

Service Recovery Paradox Confirmed
Customers with successful service recovery score 8.2 NPS points higher than those with no issues, demonstrating the revenue-protection value of excellent recovery processes.
Dashboard refreshes every 5 minutes • Data sources: Zendesk, Intercom, Talkdesk, Amplitude, Qualtrics