Job Description
Job description:
Advanced Platform Analytics & Reporting
- Performance Analytics (PA): Build and maintain complex PA indicators, breakdowns, and data collectors to track long-term trends and business performance.
- Dashboard Architecture: Design interactive dashboards within the Platform Analytics Workspace and the CSM Configurable Workspace.
- Data Visualization: Utilize UI Builder and the Next Experience components to create modern, data-driven visualizations for agents and managers.
- Data Quality & Cleansing: Create and manage Data Certification schedules and scripts to ensure the accuracy of foundation data used in reporting.
CSM-Specific Insights
- CSM KPI Tracking: Implement industry-standard CSM metrics such as First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and Case Deflection rates.
- Customer ...