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 at any time.
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. You can click the hamburger icon at top left to expand the bar and reveal names associated with each menu option. You can also hover your mouse over any of the menu options to reveal a sliding tray with different report categories you can navigate to.
Let’s take a look at the menu options available to you in Analytics.