Total Interacciones 2026
5,855,778
Acumulado año a la fecha
Composición por Canal
Demanda por Canal
(Interacciones)
| CANAL | Ene | Feb | Mar | Abr | May | Jun | Jul | Ago | Sep | Oct | Nov | Dic | TOTAL |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| VOZ | 605,721 | 538,666 | 567,020 | 523,251 | 11,967 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 2,246,625 |
| WSP | 229,135 | 195,237 | 203,209 | 196,862 | 1,084 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 825,527 |
| CHAT | 116,204 | 85,658 | 105,442 | 86,163 | 1,662 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 395,129 |
| CASES | 155,073 | 139,611 | 148,196 | 133,877 | 176 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 576,933 |
| RRSS | 44,482 | 39,428 | 47,836 | 43,968 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 175,714 |
| TOTAL HUMANO | 1,150,617 | 998,600 | 1,071,704 | 984,123 | 14,890 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 4,219,934 |
| 🤖 VOZ | 235,787 | 192,668 | 199,847 | 171,790 | 826 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 800,918 |
| 🤖 WSP | 241,027 | 207,095 | 201,646 | 183,935 | 1,221 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 834,924 |
| 🤖 TOTAL BOT | 476,814 | 399,763 | 401,493 | 355,726 | 2,047 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 1,635,843 |
| TOTAL | 1,627,431 | 1,398,364 | 1,473,197 | 1,339,849 | 16,937 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 5,855,778 |
Indicadores Principales
(NPS, FCR, AHT, Calidad)
| INDICADOR | Ene | Feb | Mar | Abr | May | Jun | Jul | Ago | Sep | Oct | Nov | Dic | PROM |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 📊 NPS | 20.5 | 22.1 | 24.5 | 23.4 | nan | - | - | - | - | - | - | - | nan |
| ✅ FCR | 71.0% | 67.4% | 68.2% | 67.3% | 67.3% | - | - | - | - | - | - | - | 68.2% |
| ⏱️ AHT | 22.34 | 20.47 | 20.68 | 20.94 | 66.70 | - | - | - | - | - | - | - | 30.23 |
| ⭐ Calidad | 68.1 | 68.4 | 69.4 | 68.9 | 69.4 | - | - | - | - | - | - | - | 68.8 |
R2-D2 Asistente
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