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rquaiyoom
Contributor ⭐️⭐️
December 12, 2022
Question

Tracking Touchpoints

  • December 12, 2022
  • 1 reply
  • 83 views

Does anyone have an example report of tracking calls as a KPI? If a CSM needs to have 1 call a quarter with a customer, what is the best way to build that reporting to track to the KPI? 

1 reply

pope1chase
pope1chase
Helper ⭐️
December 13, 2022

Hi @rquaiyoom, If you are tracking these using the timeline entries, you can create a report based on that object. In the report show the GSID only. Filter by Activity Type = Call and a timeframe to capture (example: created on = last 90 days). From here, run the report as a KPI widget. You can also add a goal value in the settings of the report. This can then be added to a dashboard or emailed to the appropriate parties. 

 

Additionally, you could build this into the Scorecard using the rules engine with similar filtering.

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