Reports & Analytics
The Digital CRM Module provides deep customer service and marketing analytics for contact center managers, digital marketers, and executive leadership to monitor support response SLAs, track broadcast campaign ROI, and audit customer sentiment levels.
Reporting Scenario Decision Matrix (“Which Report to Use When”)
Select the appropriate report based on your specific operational or business decision scenario:
| Business Scenario / Question | Recommended Report | Primary Applet | Key Metrics & Decision Value | Actionable Business Outcome |
|---|---|---|---|---|
| “Are our support agents meeting our 15-minute First Response SLA targets on WhatsApp?” | Contact Center Ticket SLA & Performance Log | Unified Contact Center UCC Applet | First response time (FRT), average resolution time, ticket volume per agent, CSAT score. | Optimizes agent shift rostering and identifies support training gaps. |
| “What percentage of customers opened and clicked links in our recent promotional email broadcast?” | Engagement Broadcast Campaign ROI | Engagement Applet | Sent count, delivery rate %, open rate %, click-through-rate (CTR %), attributed sales revenue. | Refines marketing email copy and targets follow-up broadcasts to engaged openers only. |
| “Which VIP customers exhibit negative conversation sentiment or high predictive churn risk?” | AI Sentiment & Churn Risk Alert Summary | AI Customer Analytics Applet | Sentiment score (-1.0 to +1.0), purchasing recency drop, churn probability %, account manager alert. | Triggers immediate account manager outreach to resolve grievances and retain high-value clients. |
| “How many attendees registered for our product launch event versus actual physical check-ins?” | Event Attendance & Conversion Summary | Events Management Applet | Total registrations, ticket sales revenue, QR check-in count, noshow rate %. | Evaluates event marketing reach and automates post-event thank you messages to attendees. |
Detailed Operational Reporting Guides
1. Agent Ticket Performance Audit
- Purpose: Tracks individual support agent productivity, ticket resolution speeds, and customer satisfaction ratings across channels.
- Key Parameters: Filter by Channel Type (WhatsApp vs Live Chat vs Email), Support Agent ID, and Date Range.
- Operational Utility: Rewards top-performing support agents and ensures SLA compliance.
2. RFM Customer Segment Analytics
- Purpose: Classifies active customers into RFM tiers (Champions, Loyal Customers, At-Risk, Lost) based on purchasing history.
- Key Parameters: Filter by Recency Days, Order Frequency, and Total Lifetime Value (CLV).
- Operational Utility: Automates targeted promotional offers to retain at-risk customers before churn occurs.