Engage Digital | Intro to Analytics

Analytics refers to the real-time, historical, and custom reporting portions of the platform in the form of dashboards, stats, and reports. It contains the quantitative and qualitative indicators most used in the field of customer relations. Agents, supervisors, and admins can access the analytics reports and dashboards.
 
To access the analytics interface, navigate to Analytics via the top header bar. The first thing you’ll see under the analytics interface is your dashboards. You can navigate to other parts of the interface via the left-hand navigation bar:
  • Click the menu icon to reveal names associated with each menu option. 
  • Hover over the menu options to reveal different report categories you can navigate to.
Let’s take a look at the menu options available to you in Analytics.

Dashboard view

The dashboard helps you keep track of metrics, goals, and SLAs. Dashboards are where you can access and configure widgets that can display different insights and KPIs that help you meet your contact center goals.
 
In addition, you can filter the dashboard activity based on channel, category, team, or agent, and select a time period for the data you view. You can customize the widgets in your dashboard with target indicators that you prefer. A target represents a goal for a particular measurement that is evaluated in the widget against the actual data.
 
The dashboard has three sections:
  • Activity: View the volume of message traffic and agent activity. This section of the dashboard will help you gain insights into how many messages are coming into the system, and how those messages are received and processed by agents
  • General Performance: Shows metrics related to contact center performance and the productivity of agents in your contact center. This section measures productivity, such as how many conversations the agents have closed per hour  
  • Quality: Provides an overview of service quality, as measured agent response time to client messages, the percentage of actions meeting service quality targets, and the results from customer satisfaction surveys that customers complete after their conversations are closed
To learn more about dashboards, visit Intro to the dashboard.
View of analytics tab

Volume

Volume reports are a standardized way to get information on the volume of messages in your contact center. There are a variety of volume reports that represent the most common data that you may want to analyze. You can find your volume reports by navigating to Analytics > Volume via the left nav bar and selecting a specific report. 
 
For example, one way that you can use volume reports is when you want to find out from which digital channel the bulk of incoming messages come from in a selected time period. To learn more, visit About volume reports.

Activity tracking

Activity tracking reports are a standardized way to get information on message and agent activity in your contact center. There are a variety of reports that represent the most common data that you may want to analyze. You can find activity tracking reports by navigating to Analytics > Activity Tracking via the left nav bar and selecting a specific report.
 
For example, if you want to find out how many messages are ignored by agents in a selected time period, you can do so by viewing the messages activity report. To learn more, visit Activity tracking reports.

Quality value

Quality value reports are a standardized way to get information on the quality of agent responses and service level in your contact center. There are a variety of reports that represent different quality data. You can find quality value reports by navigating to Analytics > Quality value via the left nav bar and selecting a specific report. 
 
Quality value reports can be helpful in situations like when you would like to find out which messages require a longer time before an agent resolves the issue. You can filter the report for disposition categories with similar conversations to generate a report. To learn more, visit Quality value reports.

AI Engine

The AI engine section contains a single report called Sentiment analysis. This report uses the artificial intelligence (AI) engine to analyze message sentiment. The AI engine algorithm reads texts from customer messages and looks for words or phrases indicating sentiment, and categorizes each message as positive, negative or neutral. 
 
You’ll find this report by navigating to Analytics > AI engine via the left nav bar.

Historical Reporting

Historical Reporting consists of Dashboards and Analytical Designer. You use measures and attributes to:
  • Configure data in Historical Reporting. 
  • Interact with each other’s data to create data analytics. 
  • See both quantitative data (measures), and qualitative data (attributes).
You can use Analytical Designer to create reports based on information collected from your contact center’s operations. The reports you create are called insights, which consist of defined sets of measures, attributes, and filters that present your data in visual form as charts or graphs.
 
After creating insights, you can create dashboards to organize and view your insights. In addition to insights, you can also add KPI widgets to your dashboards.
 
To learn more about historical reporting, you can read an overview of Dashboards and Analytical Designer
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