Analytics refers to the real-time, historical, and custom reporting portions of the platform in the form of dashboards, stats, and reports. There are three tools in Analytics: Real-Time Reporting, Scheduled Reports, and Historical Reporting. Real-Time reporting gives you widgets that display data, Scheduled Reports allows you to download historical data, and Historical Reporting enables you to create custom visualizations of data.
The activity of agents while handling calls in the contact center contributes to the collection of analytics data. Agents record their interactions with leads and customers via configurable dispositions that can be used to track call/chat information and outcomes for reporting purposes.
Throughout these calls and chats, all this information makes its way to the Analytics app, where it’s stored for future, deeper analysis via historical reporting and/or distributed to various real-time reporting applications throughout the system for instant analysis.
Analytics data allows you to examine how your contact center is performing in terms of important stats — such as dropped calls and first-call resolution rates — so you can optimize your operational strategy and meet service-level agreements (SLAs).
When creating Scheduled Reports where data pulled from the system are ‘historical’ in nature, the metrics for variable data such as SLAs will be reported according to the settings that were in effect at the time of the call. This means that if you adjust the SLAs on a queue and then generate a Scheduled Report for a past time period, the metrics collected for the SLAs at the time of the call will be reported.
Similarly, for Real-Time reports and Historical Reporting, the metrics for SLAs reported will be according to the settings that were in effect at the time of the call.
You can also use analytics to help identify the high or low points in customer activity, which helps you anticipate surges and plan for them accordingly. You can make adjustments to better manage the schedule of your agents. For example, within Analytics you can view data and adjust how agents are assigned to queues.
Admins can find dashboards and reports in the Analytics app. After you log in, click on the Analytics app represented by a line and bar graph icon. This will take you to the Analytics app page, where you can find Real-time, Scheduled Reports, and Historical Reporting in the left-hand navigation bar. If you’re coming from the Admin app page, click on the app switcher located on the upper right and select the Analytics icon.