HELP FILE

How do I access contact center analytics?

    Access our analytics site where our powerful boards are available to help you make more informed decisions and generate better outcomes for your business. Available for Core, Complete, and Support Center (post June 9th, 2020) customers.

    About this task: Customers on Insight Center or Support Center prior to June 9th, 2020 will access a different set of analytics through our legacy contact center portal.
    1. Sign in to our GoTo desktop/web app.
    2. Click Analytics to launch the analytics site.
    3. Click the board you want to view:

      • Queue Caller — This board is designed to help you understand what is happening with your call queues and can help you answer questions such as:
        • 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?
      • Agent performance — This board is designed to help you understand how your agents are performing overall and can help you answer questions such as:
        • 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?
      • Resolved conversations — This board is designed to help you understand what is happening with your chat queues and can help you answer questions such as:
        • 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?
      Fastpath: Click here to learn how these metrics, such as handled, abandoned, and time in queue, are defined. Please note that these metrics are confined to the selected filters in these boards. Click here to learn more about each card on the board and what tools are available to you for the analytics.