Description
Analytics Builder provides vital business insights that enable data-driven decision-making for optimizing contact center operations and for tracking and increasing revenues. Using The Analytics Builder, managers can slice-and-dice their operational and business data according to measurable brand-specific KPIs. They can track historical performance data about individual/groups of agents and bots, conversations, skills, channels, campaigns, queue health and surveys.
By splitting conversations into segments, agent and skill performance is measured at granular levels, which is significant when analyzing complex scenarios in which a single conversation is handled by numerous agents and skills.
Predefined dashboards and customizable dashboards, visualizations, and grids enable deep-dive into daily and hourly granular levels of the operation’s activities. Additionally, reports can be tailored to specific business needs and analysis types using numerous metrics available in the Conversion Builder. Up to 4 months of data can be viewed at a time, selected from the past 13 months of analyzed data. Brands with a customer success offering can request the ability to customize metrics and visualizations to their business needs.
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Status
Live