Configurable dashboards and advanced reporting capabilities were introduced to facilitate the analysis of call operations and provide greater visibility into customer and agent behavior.
- Configurable dashboards: Allow relevant metrics to be visualized and analyzed according to the needs of each operation.
- Identification of optimal calling times: Helps identify the time periods with the highest effectiveness for contacting customers.
- Customer journey tracking: Provides visibility into the different stages and interactions a customer goes through during the contact process.
- Stack and retry visualization: Allows users to review generated stacks and the number of retries performed for each call or process.
- Call process tracking: Facilitates monitoring of the status, process, and results of each call.
- Customer ratings and rankings: Enables customers to be analyzed and ranked based on defined metrics and outcomes.
- Greater operational visibility: Provides a clearer view of agent behavior, activity, and performance, as well as the overall operation.
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