- Live Insights, to track and monitor agent activity in real time
- Historical Insights, to perform data analysis and output in-depth reports
- Conversation Manager, to conduct investigations on customer interactions
Live Insights
Live Insights serves as your go-to platform to track and monitor agents, conversations, and performance activity in real time.
- Track agent performance in real-time
- Monitor conversations as they happen through the live transcription service
- Whisper to agents as customer interactions happen to guide and course-correct behaviors
- Keep an eye on all your live performance metrics such as handle time, queue volume, and resolution rate
- Mitigate high queue volume to better manage instances of high traffic
Live Insights
Visit Live Insights for a functional breakdown of reporting interfaces and metrics.
Historical Insights
Historical Insights is a powerful tool to analyze performance metrics, conduct investigations, and uncover insights to make data-driven decisions.
- Access core performance dashboards that we pre-populate with your data and prepare for conducting analyses
- Program dashboards provide a deep overview of primary conversation and agent metrics
- Automation & Flow dashboards provide insights into the performance of flow containment, successful automations, and intent performance
- Operation & Workforce Management dashboards provide in-depth data to help you understand how agents are utilized and pinpoint areas ripe for improvement
- Outcomes dashboards provide a view into the voice of the customer
- Content creators can create and share dashboards with members of your organization
- Automate report sharing based on your preferred schedule. Attach data to automated emails to continue investigations into your preferred tools
Conversation Manager
Conversation Manager provides robust features to help you conduct investigations on customer interactions. Use the tools provided to find relevant conversations to support your quality control needs, to deepen research initiated in Historical Insights, or to review performance data associated with your conversations.- Find all captured conversations, regardless of channels
- Filter and drill-down into conversation content based on performance data, metadata, keywords, and personal customer identifiers
- Review feedback survey data that customers submit