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joshcortez30
New Commentator

Metrics

Hello everyone. What metrics are you all focused on? What do you measure at the agent level and the work queue level etc.

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Lithium Technologies AdamP
Lithium Technologies

Re: Metrics

Josh,

 

Connect with me by email: adam.price@lithium.com  I have a deck that walks through a few different use cases and best practices I can send you.

 

-Adam

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Lithium Technologies DebbieC
Lithium Technologies

Re: Metrics

Hi @joshcortez30 - Lithium's Response Analytics provides real-time metrics on agent performance, team performance, and conversation trends across both public & private social channels. Below, you will find a list of our OOTB Response metrics along with details around creating an agent & team performance dashboard. 

 

Measuring Agent Performance - https://community.lithium.com/t5/SMM-Analytics/Measuring-agent-performance/ta-p/151400

Team Performance Analytics - https://community.lithium.com/t5/SMM-Analytics/Team-performance-analytics/ta-p/178207#teamperformanc...

 

Example: Team Performance Dashboard

Screen Shot 2018-05-18 at 5.06.27 PM.png

Conversations

Incoming Posts

Responses

Agents

Surveys

Lithium Messaging

Feel free to reach out to me directly if you have any further questions!

Debbie

 

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Occasional Contributor satoshiat
Occasional Contributor

Re: Metrics

Hello Adam,

Can you help me with that too please? I just sent you and email. 

 

 

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