Playvox is a customer service software that allows companies to track and manage customer interactions across multiple channels. It provides insights into customer service performance through a variety of metrics and reports.
Channels
Playvox can track customer interactions across the following channels:
Phone Calls
Playvox records data on phone calls made and received by agents. This includes call duration, waiting time, transfer time, and other metrics. Agents can log call notes directly in Playvox for future reference.
All emails between agents and customers are tracked within Playvox. Agents can view past email conversations at a glance to understand customer history. Email metrics like response time and resolution rate are measured.
Live Chat
Playvox monitors live chat conversations in real-time. Chat duration, wait time, number of chats per agent, and other key performance indicators are reported on. Agents can easily switch between chats to support multiple customers.
Social Media
Customer interactions through social media channels like Facebook and Twitter can be handled and tracked in Playvox. This provides visibility into social media response times and customer sentiment.
In-App Messaging
For companies with mobile apps and websites, Playvox integrates with in-app and on-site messaging platforms. Conversations are logged and reporting provides insight into response times and CSAT.
Metrics
Playvox captures a wide range of customer service performance metrics across these channels. Key metrics include:
Response Time
The average time it takes agents to respond to new inquiries on each channel. Playvox measures both first response time and full resolution time.
Resolution Rate
The percentage of customer inquiries that are resolved within the first contact versus those requiring follow up. A higher first contact resolution rate is preferable.
Customer Satisfaction (CSAT)
Playvox sends automated CSAT surveys after interactions and compiles ratings data to report on satisfaction trends.
Average Handle Time
How much time agents spend interacting with customers on average across channels. Long handle times may indicate inefficiencies.
Wait Time
The average time customers spend waiting to be assisted on phone and chat. Excessive wait times lead to poor customer experience.
Number of Interactions
Total number of customer inquiries handled across all channels over a set period. Useful for workload monitoring.
Agent Performance
In addition to the above metrics, Playvox collects data on individual agent performance:
Number of Interactions
Total interactions handled by each agent. Allows identifying top performers.
Average Handle Time
The average time agents take to handle inquiries. Highlights agents who need handle time optimization.
First Contact Resolution Rate
The percentage of inquiries agents resolve in the first interaction. Agents with low FCR may require additional training.
Customer Satisfaction
Average CSAT ratings for each agent based on survey feedback. Provides insight into customer perceptions.
Adherence to Schedule
Whether agents are logging in and out of the platforms on time. Important for service level consistency.
Reports
Playvox consolidates all interaction data into customizable reports. Standard reports include:
CSAT Report
Customer satisfaction over time, segmented by channel, department, agent, and other attributes.
Service Level Report
Performance metrics focused on response time and resolution rate by channel, team, or agent.
Interaction Volume Report
Number of interactions over time, broken down across channels. Helps identify busy periods.
Staff Performance Report
Individual agent metrics showing interactions handled, average resolution times, CSAT ratings and more.
Survey Report
Feedback from CSAT surveys including verbatims and sentiment analysis.
Playvox Features for Tracking
In addition to reports, Playvox provides the following features for tracking interactions and performance:
Real-time Dashboards
Dashboards display live traffic volumes, response times, CSAT, and staff activity across channels.
Recordings and Transcripts
Voice calls and chats are recorded for quality assurance. Speech recognition converts calls to searchable transcripts automatically.
Customer Profiles
Unified profiles show each customer’s contact history and interactions across all channels in one place.
Flagged Interactions
Agents can flag difficult or problematic interactions for supervisor review. Useful for identifying training needs.
Custom Attributes
Ability to track custom data attributes like customer type, issue category, purchase history and more.
Audit Log
Detailed log of all agent activities within Playvox such as status changes, case updates, and application access.
Integrations
Playvox connects with the following systems to enhance tracking:
CRM Software
Integrating Playvox with CRM platforms like Salesforce, Zendesk, and Oracle provides a unified customer profile.
Marketing Automation
Integrations with marketing software makes customer interaction history available for personalized campaigns.
HR Information Systems
Connecting HRIS platforms allows tracking agent performance data along with HR records for a complete view.
Telephony
Playvox integrates with leading business phone systems to automatically log calls for tracking.
Data Warehouses
Playvox data can be exported to data warehouses like Snowflake for cross-departmental reporting and analytics.
Conclusion
In summary, Playvox provides comprehensive tracking and reporting for all customer interactions across the phone, email, chat, social media, and in-app messaging. It captures performance metrics for both agents and service channels over time. The platform gives managers deep visibility through customizable real-time dashboards, historical reports, call recordings, activity audit logs, and unified customer profiles. Integrations with CRM, marketing, HR, telephony, and data systems further enhance tracking capabilities. With Playvox, companies can monitor service quality, identify issues, and make data-driven decisions to continuously improve customer experience.