Contact Center AI Platform (CCAI Platform) has the following advanced reporting dashboards:
Performance overview: get high-level performance information for your channels. Quickly assess performance and identify potential issues that might require attention, such as SLA degradation or queue jams.
Real-time channel performance: get key performance indicators (KPIs) that provide a real-time overview of call and chat performance
Queue monitoring: monitor the performance of your queues in real time. Identify when an incident occurs and the time of resolution. Monitor talk time, wrap-up time, and historical trends.
Agent monitoring: get instant visibility into the status and performance of agents on your platform. See who is on a call or chat and who is available. Evaluate agent performance during interactions to provide immediate feedback in the moment. Get individual performance metrics.
Connected calls status: see call durations, hold times, current sentiment scores, and which agents are handling interactions
Connected chats status: see chat durations, hold times, current sentiment scores, and which agents are handling interactions
Channel interval: see important contact center KPIs for call and chat interactions. View channel data in 30 minute intervals for the current week or by date for data older than a week. Use dashboard data for trend reporting, comparison studies, resourcing, and forecasting.
Transfer: get an overview of transfer interactions, including queue name, agent name, time spent in third-party interactions, and whether transfers are warm or cold
Queue group: see an overview of real-time and historical data for queue groups. See the number of calls waiting in queues and the rate at which customers are hanging up before reaching an agent. Use data on underperforming and overperforming queues to make routing adjustments.
Queue interval: see how successfully queues are meeting service level agreement (SLA) targets over 30-minute intervals for a full day. See the total number of calls handled, handle times, and abandoned contacts by interval.
All interactions: see data on a wide variety of interaction types for calls and chats
Abandons: get insights into abandons that occur for calls and chats, including the number and type of abandons
Agent performance: get a summary of the overall performance of your contact center without having to run performance reports. See what's in-queue, maximum wait times, call or chat volumes, response times, agent statuses, virtual agent performance, and more. Use this data to evaluate agent performance and identify areas for improvement.
Agent availability: see information about agents logging in and logging out of the agent adapter, including the log out reason
Virtual agent: evaluate the performance of your virtual agents to find areas for improvement
Email performance: get insights into email operations with metrics like sessions completed, sessions unopened, and average first time to respond