What data does the Contact Center Analytics provide?
Learn what data is available for you to create custom dashboards with, share, and measure to optimize your outcomes and agent efforts. There are no data retention limits with Analytics.
- Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Schedule, Update, Share, Rename or Delete that board.
- Use Reset all to clear the filters to their default state.
- Use Export where available to generate a .csv of the desired data.
- Use the settings gear to rearrange the available cards if desired.
Agent Performance board
- Which of my digital channels brings in the most conversations?
- Which agent resolves the most conversations?
- What are the top reasons our customers/prospects are reaching out?
|Handled contacts||The total amount of contacts that have called into a queue and connected with an agent.|
|Average talk time (ATT)||The average amount of time a caller and agent were connected, minus the time of any holds.|
|Total talk time (TTT)||The total amount of time a caller and agent were connected, minus the time of any holds.|
|Total talk time trends — Complete only||Shows the total amount of talk time in hours that each agent spent on queue calls, outbound calls, and direct inbound calls.|
|% of talk time spent — Complete only||Shows the percentage of talk time out of 100% that an agent spent on queue calls, outbound calls, and direct inbound calls.|
|Total call volume trends — Complete only||Shows the total amount of calls that each agent participated in, broken down by call type.|
|% of calls answered — Complete only||Shows the percentage of calls out of 100% that each agent participated in, broken down by call type.|
|% queue calls transferred by agent — Complete only||Shows the percentage of queue calls that an agent answered and then transferred. Hover over the agent's name to see the specific percent and ratio of their transferred calls.|
|Agent summary table||Shows handled contacts, missed contacts, ATT, and TTT totals for the filtered data.
Note: Missed Contacts are the number of contacts missed by agents for the selected queue(s), date range, and agent(s). A missed contact occurs when an agent receives a call from a call queue and the call is not answered before the defined timeout (except in a Ring All strategy if another agent answered it on the same dispatch).
|Availability and pause time by agent — Complete only||Shows the total amount of time each agent was available and paused. If multiple queues are selected, it will be the sum total of the time they were available/on pause from all of the selected queues. This means it could extend beyond 24 hours, i.e., If John was paused for 8h 15m in 4 queues then it would show a total pause of 33h. If they were never paused, this field will be blank.|
|Agent availability — Complete only||Shows the amount of time an agent was logged in each day, including when they started, when they paused, and when they logged out of a queue. It only shows events once an agent has logged out (creating a closed event). This view will not currently show real-time updates of an agent's availability. To see an agent's real-time status, view the supervisor dashboard.|
Queue Caller board
- What are my busiest days/times so that I can staff appropriately?
- On average, how long are our customers willing to wait for their call to be answered?
- How many calls are we missing each day?
- How were the calls dispositioned by agents?
|Total calls over time||Shows the total amount of calls for each day (or hour if filtered below two days).|
|Average call duration||Shows the average length of calls for each day (or hour if filtered below two days). Call duration includes the time waiting in the queue(s) as well as the total talk time and hold time.|
|Average time in queue||Shows the average time callers waited in the selected queue(s) for each day (or hour if filtered below two days).|
|Total calls by outcome||Shows the total amount of calls for each day (or hour if filtered below two days), grouped by outcome.
|Queue caller summary table||Shows all the above data in table form and access to Conversation Review. Choose a specific day to drill into the individual call details.|
|Queue Caller Board export||Allows you to download a spreadsheet (.csv) with a complete list of call details from a selected date. Choose from one of the following export options
For a detailed list of the export options and the corresponding export fields and their definitions, please refer to Queue Caller Board.
Resolved Conversations board
- How effective are my agents with their time?
- Which agent takes the most amount of calls?
- What types of calls (or what queues) are taking up most of my agents' time?
|Total resolved conversations graph||Shows the total amount of resolved conversations grouped in various ways such as by agent, chat type, chat queue, status, and/or tags.|
|Sentiment scores per day||Shows the chat queue AI generated sentiment scores for each day to help gain a better understanding on how the chat went and overall customer emotion.|
|Resolved conversations summary table||Shows the total amount of resolved conversations with all available details, including the date the chat was resolved, AI sentiment scores, and how long it took to handle the chat. Use the table settings gear to edit what fields are displayed.|