This new statistics page is designed to help administrators see how each tag used for routing is performing. If agents are using the Feedback system, then the administrator will get detailed information, including which types of leads is best suited with each agent. This allows the administrator to continously optimize how the leads are routed to agents.
How to use
At a glance, this feature gives information, such as the percentage of total leads with each given tag, how each agent interacts with each lead type, and how many end up in catchall. For in-depth statistics, this dashboard can be exported. Note: the percentages will likely add up to be greater than 100% because some leads have more than one tag.
This information is offered primarily to be used by marketing or sales management to identify which marketing campaigns and sales efforts are producing results and which are not. With such insights, it is clear to determine where marketing spend should be focused or reassessed. It also allows for management to see which agents are performing well and with which types of leads. Doing so can lead to modifying the lead flow to get preferred lead types to the best performers.