Discover the data delights brewing at ServiceMob

February 2024

Workforce Optimization v 1.39

The new workforce optimization screen provides insights on historical average handle time and contact density for the calls and chat channel.

Data Query Added to the Workforce Optimization v 1.40

The data query was added to the workforce optimization screen where the data can be sliced by different attributes such as language, region, department, date of hire, etc. The list of attributes varies depending on data availability.

March 2024

Export on Workforce Optimization v 1.41

The new workforce optimization screen is now available for exporting spreadsheets.

NCSAT Enhancement and Calls Handled v 1.42

The Calls Handled screen has been added as an agent metric to show the volume of outbound and inbound calls. The demand chart on the enterprise dashboard breakdowns inbound and outbound calls.

For customers with NCSAT metrics, a tooltip was added to show the volume breakdown of satisfied, neutral, and dissatisfied customers. Additionally, the Agent scorecard and Enterprise Dashboard now includes NCSAT volume for satisfied, neutral, and dissatisfied.

Export Available for NCSAT and Calls Handled v 1.43

The Calls Handled screen and NCSAT screen are now available for exporting excel spreadsheets.