01
Conversation volume
See how many conversations come in each day to understand your service activity.
Customer service visibility
See how your customer service is doing.
Review daily conversations, first response time, and each agent’s activity. Bring your service information together without building separate spreadsheets.
Let’s talk about this solutionOWI / Metrics
Original OWI SMART material · Demonstration data
BUILT FOR YOUR OPERATION
Three views of your service operation.
02
The first response
Review first response time to understand how customer service begins.
03
Each agent’s activity
See each agent’s work inside the platform for a view of your team’s activity.
How it fits into
your working day.
A clearer way to organize work and keep context across every interaction.
01
Review daily volume
Check conversations per day to understand the activity your team receives.
02
Look at first response time
Look at how long the first response takes as part of your service review.
03
Review your team’s work
Review each agent’s activity to complete your picture of the service operation.
BEFORE YOU START
What you want to know.
Let’s discuss how it applies to your business.
Which service metrics can I review?
You can review conversations per day, first response time, and each agent’s activity.
Can I see each agent’s work?
Yes. Metrics include information about each agent’s work so you can review your team’s activity.
Where do I see my email campaign results?
Opens, clicks, and bounces are available in Email marketing. This module brings together service metrics such as conversations and first response time.
YOUR NEXT STEP