Engagement History Overview
See all customers’ previous conversations & investigate any of them.
Realtime Monitor Overview
View and filter all customers’ conversations from the last 24 hours
Queueing Overview
Manage how conversations are assigned to agents
Reporting & Analytics Overview
Customer Contact reports are a presentation of Customer Contact metrics that helps you identify actionable insights related to the customer experience. They summarise analytics, agent rankings, service level agreement (SLA) compliance reports, agent availability, and customer satisfaction ratings. Agent Reports Metrics Below is a list of what the agent reports measures, and how each metric […]
Agent Reports
Agent reports can be used to monitor agents’ activity, performance, compliance with service level agreements, and so on. This group of reports analyses customers’ conversations to give insights on the overall customer service performance. Using Filters Supervisors can use the filters shown below to: Then by clicking Apply Filter the reports will be retendered to […]