Reporting & Analytics
Deep insights into agent performance, conversation metrics, and customer satisfaction.
The Problem it Solves
Managers having zero visibility into how their support team is performing in real-time, resulting in breached SLAs, angry VIP customers, and untrackable ROI.
1. Real-time Dashboards
Floor managers and team leads can monitor active conversations, view who is online, and see ticket backlogs as they happen, allowing for instant workload adjustments.
2. Performance Metrics
Deep dive into crucial KPIs including First Response Time (FRT), Resolution Time, and CSAT (Customer Satisfaction) scores across individual agents or entire teams.
3. SLA Management
Configure Service Level Agreements. The system actively monitors response times and alerts team leads immediately when SLAs are at risk of being breached.