Contact Center Data Analytics and Reports
AGGREGATE DATA INTO ACTIONABLE INSIGHTS
Where are your agents spending the majority of their time? What is your call abandon rate? Are your agents meeting the service levels? Now you can answer these questions and more with our Cloud Contact Center reporting tool. With hundreds of reports at your fingertips, you’ll have access to vital metrics, performance data, and other KPIs that you need to assess and review in order to make informed decisions.
With Intelligent Skill-Based Routing, you will be able to provide a profitable customer experience every time. You will have the ability to quickly connect callers to agents with the best skills to help them, allowing you to maximize every revenue opportunity.
INCREASE CUSTOMER SATISFACTION & ENHANCE CUSTOMER LOYALTY
With over hundreds of reports at your disposal and the ability to create custom reports, you will be able to get a 360-degree view of your customer interactions and determine why your customers are contacting you. This valuable information will allow you to predict customer behavior and plan accordingly, resulting in increased customer satisfaction and loyalty.
IMPROVE AGENT PRODUCTIVITY
Increase your agents’ ability to provide first-call resolution by ensuring that every agent is following best practices for resolving any customer issue using our flexible workflow agent scripting tools. More productive agents mean you can serve your customer more efficiently and reduce costs.
ANALYTICS USE CASES
- Standard Reports: Hundreds of standard reports ready for immediate use
- Queue Reports: By the minute, hour, day, week, and more know your queue activity
- Agent Reports: Improve performance and profits with agent reports
- Call Tracking Reports: Details of every call handled
- Billing Reports: Insight into the costs for all facets of the call center operations
- Workforce Management Reports: Identify TRUE staffing requirements
- Custom Reports: An extensive list of customizable reports for your specific needs