A comprehensive report featuring data from all activities, including agent activity, customer activity, and case management activity.
A summary of all individual engagements between agents and customers, including full conversations, response times, and customer tracking.
A summary including all incoming activity (by channel and arrival time) and all outgoing responses sent by agents.
Features performance metrics for individual agents and for your entire team. Includes classic contact center metrics (response time, average handle time, & more…)
A report detailing discarded messages deemed “non-actionable” by agents. Messages include topic tags for facilitating deeper analysis…