Through an interactive dashboard, you can analyze call volume, agent performance, and conversation quality using clear, easy-to-interpret information that is also available for download. This allows you to turn data into actionable insights to optimize your operation and improve your customers' experience.
What information can you analyze in the dashboard?- General KPIs: Total calls, total duration, average call duration, number of transfers to a human agent, average performance score, retention rate, resolution rate, and total billed minutes.
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Daily Metrics and Completed Calls:
- Daily call volume and agent retention rate.
- Call completion reasons, whether ended by the agent or the customer.
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Agent Performance and Customer Sentiment:
- Analysis of positive and negative agent performance based on the calls analyzed.
- Customer sentiment during conversations.
- Comparison of answered versus missed call volume.
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Call and Tag Breakdown:
- Call quality and performance metrics.
- Distribution of calls according to the tags assigned.
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Call Summary:
- View the details of each interaction, including call type, status, transfers, completion reason, resolution, call recording and conversation transcript downloads, and access to other relevant metrics.
Explore each section of the dashboard in the video below: