Total contacts
47,493
All channels
Calls (EQ)
34,562
72.8% of total
Unique: 75.8%
Avg/day: 157.8
Wait: 00:00:49
Hold: —
Duration: 00:06:39
Max Wait: 01:33:00
Max Hold: —
Max Dur: 07:00:37
Emails
11,164
23.5% of total
Unique: 56.7%
Zoho: 19,082 threads
Avg/day: 51.0
Avg TAT: 05:14:49
By queue
Vivitar: 7,315
Altec Lansing: 3,417
Sakar: 33
Voyager: 309
PTX: 64
Other: 26
Chats (Tidio)
1,392
2.9% of total
Unique: 79.0%
Avg/day: 6.4
1st Response: 00:01:04
Duration: 00:16:26
Tidio source
Total: 1,214
Altec: 762
Vivitar: 452
E-Commerce
375
0.8% of total
Avg/day: 1.7
Breakdown
Reviews (BV): 313
Vendor portal: 62
FCR rate
70.5%
↑ vs target 65%
Times contacted
1x: 69.7% (16,971)
2x: 16.8% (4,092)
3x: 6.5% (1,590)
4x: 3.0% (728)
5x: 1.5% (367)
6-10x: 2.1% (510)
11+x: 0.4% (88)
24,346 unique
Abandon rate
9.6%
EQ answered
Team QA Score
82.5%
174 audits
By channel
Calls: 77.9% (80)
Chat: 88.6% (53)
Email: 81.9% (31)
Ecom: 89.6% (10)
Monthly contact volume — calls · email · chat
Calls
Email
Chat
E-Commerce
Top agents by volume
| Agent | Calls | Chat | Ecomm | Total | Avg/day | Avg ★ | QA% |
|---|
Channel mix & FCR by channel
FCR by channel
Calls75.8%
Email56.7%
Chat79.0%
E-CommN/A
Donut = volume mix