Introduction

The Email Qualification report is a crucial tool for contact centre supervisors, providing insights into the frequency of specific qualifiers selected for email accounts during a given reporting period. This report helps supervisors understand patterns and trends related to customer inquiries, enabling them to allocate resources more efficiently and improve service quality.

Report Structure

The report consists of the following key sections:

Header

Name: The report name as defined during report creation.

Original Report Type and Report Period: Indicates the type of report and the period it covers.

Type: Specifies the original report type.

For: Lists the selected email accounts included in the report.

Report Period: Specifies the time frame covered by the report.

Per Email Account

For each email account, the following data points are presented:

Account: The name of the email account being analysed.

Qualification: The name of the qualifier selected.

Frequency: The number of times this qualifier was chosen within the reporting period.

Footer

Indicates the date and time when the report was generated.

Use Case Example

A contact centre supervisor examines the Email Qualification report for the past month to understand which qualifiers are most frequently selected. The report shows that the qualifier "Billing Issue" is chosen significantly more often than other qualifiers. This trend suggests a recurring issue related to billing, prompting the supervisor to investigate further.

By addressing the root cause of the billing issues through process improvements or additional training, the supervisor can reduce the frequency of related customer complaints. Future reports show a decline in the selection of the "Billing Issue" qualifier, indicating successful resolution.

Conclusion

The Email Qualification report enables supervisors to identify common issues and optimise their teams' responses. Regularly analysing this data supports proactive problem-solving and enhances the overall customer experience.