Call and screen interactions are being recorded. Customer experiences are being evaluated. Agents are being coached. Data is collected with every interaction, evaluation, and eCoaching module completed. Why leave that data untapped? Reporting provides critical data and visibility and insight into KPIs to identify which areas are improving and which areas need attention.
Our library of report templates provides the foundation for generating the data you need when you need it. First, apply filters to narrow the data and gain specific business intelligence. Then, schedule the report to be generated and emailed to recipients on a one-time basis or reoccurring.
DVSAnalytics solutions provide Dashboards that display key metrics, represented graphically, to illustrate data trends important to the user, team and contact center.
Create and customize them to display the key information important to you. Multiple dashboards can also be created to differentiate between multiple teams or business initiatives. Share dashboards with select groups, teams, or users, including agents.
View the status of assignments, high and/or low-performing agents, and more. Agents can view their scores, rankings, and other KPI trends.
Speech Analytics reviews 100% of all audio interactions. View a snapshot of this analysis and determine areas to target for improvement.
Quickly view forecasts, schedules and real-time adherence while empowering agents with the self-scheduling portal.
Interactions are recorded, conversations are evaluated, agents are coached, and, if all is moving according to plan, performance is improving. Gain visibility into KPI trends to identify areas that need improvement, evaluate the success of ongoing initiatives, and refine quality management processes to maximize workforce optimization efforts with DVSAnalytics Dashboards and Reports.