Enhanced Analytics Dashboard

We are pleased to announce significant updates to our analytics dashboards, aimed at improving real-time monitoring and operational efficiency. Here’s what’s new:

Enhanced Customer Insights:

• Dashboards now feature the number of unique customers, detailed breakdowns of customer conversations (including channel type and whether they are inbound or outbound), and activation tracking to provide a clearer picture of customer engagement.

Agent Performance Metrics:

• The dashboards now include metrics on the total number of active agents, with insights into average handle time and wrap-up time. A new leadership board feature displays recent activity by agents, enhancing visibility into performance and operational efficiency.

Queue Metrics Overhaul:

• Comprehensive updates to queue metrics offer detailed insights into customer wait times, the number of customers in queues, average handling times, and abandonment rates. This allows for better management of customer flow and service quality.

Documentation and Definitions:

• We have added thorough documentation of all metrics and terms used within the dashboard, ensuring clarity and ease of use for all team members.

These updates are designed to empower your team with better tools for real-time decision-making and to enhance the overall efficiency of operations. We encourage you to explore the new features and make the most of the enhanced insights available.

Release Date:

These enhancements were rolled out on 21st November 2023, and we're excited to see how they empower you to provide exceptional service and take control of your customer interactions.

Need Assistance?

If you have any questions or need assistance with these new features, please don't hesitate to reach out to your dedicated sales representative or our customer success team. They're here to provide expert guidance and ensure a seamless transition as you make the most of these exciting capabilities.

Resources and Videos

We have plenty of resources to support your contact center efforts on our website under Resources: www.contacto.com

Access our product videos on YouTube: https://www.youtube.com/c/Contacto-by-plivo