The analytics dashboard provides an enhanced and intuitive way to visualize and analyze your contact center's performance and help drive business growth.
The Analytics Dashboard allows users to analyze important metrics and data at a glance and provides an improved user experience for navigating and understanding rep level/ team level performance data.
Users can easily identify trends and patterns and quickly take action to improve rep(s) 's/ team(s) 's performance.
Overall Analytics: It comprehensively views post-call analysis statistics in an easy-to-read chart format with real-time insights on total dialed calls, totally analyzed calls, an overall summary, and an AI Score → which provides instant feedback on the health of your center and allows you to make data-driven decisions and quickly drive growth.
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Trend: Gain a competitive edge with our powerful timeline analytics feature. Monitor your call center's performance with real-time insights on good, average, and calls that need attention.
Track trends over time and see the progress of your center with daily, weekly, or monthly views of the overall average call score and its comparison concerning the previous day. Stay on top of your game and make informed decisions with ease.
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Multi-Dimensional View: Empower your decision-making with our highly customizable dashboard feature. Tailor your data viewing experience by selecting from various dashboards that best suit your unique needs and requirements.
Easily access data at multiple levels, including multi-team, team, and individual representative levels. Dive deeper into your performance metrics with parameter and violation-based analysis.
Change your view of the dashboard instantly by simply tapping on the drop-down button and selecting the desired view.
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Statistics: Maximise your team's performance with our real-time overview analytics. Monitor your team's average time on call, call duration, total call volume, and total call duration at a glance.
Easily track progress with interactive timelines, zoom in on specific data points, and drill down to year-level or specific time intervals of a day.
Access these insights quickly by scrolling below the "Overall Analytics" section.
Multi-Team Level Analytics: Transform your teams' performance with our Multi-Team Analytics view.
Get real-time insights into Average Scores, Call Composition, and Rep Composition across selected time ranges. Identify top reps and areas for improvement to drive your team's success.
Unlock in-depth team comparisons by tapping the "See details."
This leads to a comprehensive view of call type breakdowns for each team, including good call percentages, changes in good calls, bad call percentages, changes in bad calls, average call percentages, changes in average calls, and total call volume statistics for each team.
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Parameter Level Analytics: Evaluate rep performance and identify areas for improvement with Convin's parameter-level analytics.
Ǫuickly identifies the top 5 efficiently covered parameters and bottom five parameters on which reps need further coaching and assistance. Gain a team-by-team view to understanding which teams excel and where they need additional support.
By clicking the "View Dashboard" button, you'll be taken to a Parameter Dashboard, where you can track the performance of each parameter at a high level with statistics on how many of the analyzed calls each parameter was covered in.
Gain a deeper understanding of your team performance with these valuable insights.
I hope this article was helpful to you. If you have any queries, drop us an email at "[email protected]," and we'll help you.
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