Contact Analysis
Review the status or performance of inquiries handled by the customer service center.
Completion Status per Service Rep¶
You can check the daily inquiry handling status of assigned agents by language.
- View handled and unhandled status per agent
- Supports Excel download
CS Performance per Language¶
You can check the volume of inquiries and their status by language.
- Search by day, week, month, or hour
- Filter by VIP or in-game inquiries
- Supports Excel download
Performance per Service Rep¶
Inquiry handling performance can be reviewed by language and agent for completed cases.
Language-based¶
- Search by day, week, month, or hour
- Filter by VIP or in-game inquiries
- Supports Excel download
- View for all agents or individual agents.
Service Rep-based¶
- Search by day, week, month, or hour
- Filter by VIP or in-game inquiries
- Supports Excel download
Reply Completion Time¶
You can check the response times for inquiries handled by game, agent, and language.
- Common
- Number of inquiries incoming, send, process, completion rate, completion time.
- Completion Time-based
- Number of inquiries process, Completion Rate
- Complete within 24hr, Complete within 48hr, Complete within 72hr, Complete after 72hr
Game-based¶
Service Rep-based¶
Language-based¶
Incoming Status per Category¶
You can check the volume of inquiries received by category based on language and game.
Category Settings Menu: Contact > Admin Settings > Contact Management Settings > (Language) > Category
Language-based¶
- Check the volume of inquiries received per category by language
Game-based¶
- Check the volume of inquiries received per category used in games