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View performance across channels from one place
Analyzing data from various channels enables organizations to track and monitor key performance metrics, providing them with insights into their contact center operations and customer interactions.
Flexible and customizable views generated based on needs
Utilize the dashboard and reportings through customizing to display the data or KPIs that your agents, supervisors, or team leaders want to see. Allow them to get real time information on the status of the contact center operations from various views.
Instant monitoring for swift issue resolution
Contact center analytics equips organizations with the ability to actively monitor and report in real-time, empowering them to proactively identify and address issues before they escalate or get worse.
Optimize performance with automated reports and instant notifications
Don’t let manual processes stand in your way of evaluating contact center performance and improving operations.
Easily set conditions or controls to automatically alert supervisors of issues and intelligently route calls when problems escalate. With automated reports, supervisors can spend less time with cumbersome manual reporting and more time adding value to their data findings.
Easily set conditions or controls to automatically alert supervisors of issues and intelligently route calls when problems escalate. With automated reports, supervisors can spend less time with cumbersome manual reporting and more time adding value to their data findings.
Obtain overall insights and take action with real-time data
Analytics features enable supervisors to build comprehensive contact center dashboards powered by real-time data. With KPIs for various industries and common metrics like service level and average talk time, diversified dashboard and reporting take the pain out of the reporting process. Let managers easily spot trend performance over time or drill down into specific teams and measurements to target improvement efforts and improve workforce management.
Make agents on a continuous journey of surpass SLA
Managers can gain a deeper understanding of agent performance, customer expectations, and the relationship between pacing and reply time goals by leveraging contact center analytics . This understanding can then be used to optimize agent workflows, enhance customer experiences, and ultimately improve agent SLA of pacing against clear reply time goals.
