This is a high level use case, facilitated through ACW reporting which is manifested by the ACW process that includes capturing call level information and call summary, updating customer information and interaction in CRM, etc. Stakeholders of businesses rely on such reports to a great extent to do extensive analysis on call type to identify and solve underlying issues of their product and operational workflow and to identify trends and patterns of the calls. This also enables businesses to anticipate any damage/loss that can be caused due to sudden shifts of call types. 

Business Use Cases  

1. To determine which product enquiry receives the highest number of calls. 
2. To determine the day of the week on which the highest number of calls happen. 
3. To determine the least performing products over a period of time. 
 

Solution

Proper disposition plans should be designed based on the different products the business has and they are to be properly filled based on the interaction with the customer, by the agent in the ACW. Sprinklr offers powerful analytics and reporting capabilities that can be leveraged to illustrate the above use cases and to generate valuable insights. 
 

Reporting

The disposition plans and their dispositions and form fields are readily available as dimensions and units of measurements for plotting against the total number of call counts over a time period in the reporting. The custom fields tagging in the ACW workflow is also available as dimensions and can be used for reporting purposes. The most important thing is, the tagging and the filling of the correct disposition plan by the agent should be tracked in an appropriate manner so that the reports reflect its true sense. 
 
The figures below show the trend in the number of calls over a week for different banking products. 

 
As can be seen from the figure, the number of calls for all of the products on the weekends remain the lowest while on some particular weekdays the call volumes are at peak. Similarly, comparing the call volume for each of the products on any given day, credit card calls attain the highest number while consumer durable loans calls the lowest. 

 
There are lots of insights that can be gained from such reports, which are key to the success of any business.