Challenges and Solutions
Why Insights & Reporting?
Challenges
Managers lack visibility into agent performance and customer trends.
Manual reporting process slows down response time.
It's complicated to connect CX metrics to business outcomes.
Forecasting future needs is time-consuming and often unreliable.
Solutions
Live dashboards provide a centralized, real-time view of key metrics like agent activity, customer sentiment, and channel performance so managers can act quickly.
Automated performance reports are scheduled and delivered with live data and built-in insights, allowing teams to make faster decisions without any delay.
Custom reports smartly link CX metrics like CSAT, NPS, and FCR with operational KPIs, helping you understand how every customer touchpoint impacts the bottom line.
AI-powered analytics predicts future volume trends, seasonal spikes, and staffing needs so you can plan ahead, stay prepared, and never miss an opportunity.
Platform Advantage
Key Features & Benefits
Unlock the full power of your data with a professional reporting platform built for speed, clarity, and impact. From live dashboards to predictive analytics, every feature is designed to turn insights into action.
Live Dashboards
Track real-time metrics like average handle time, resolution rate, and response time.
Easily filter views by agent, team, or support channel to analyze performance trends and improvement areas.
Performance Reports
Generate scheduled or on-demand reports with a single click.
Track key performance metrics like CSAT, NPS, and agent productivity.
Export reports in PDF, Excel, or CSV formats.
Custom Analytics
Drill into historical data using filters by timeframe, tag, or ticket type.
Visualize trends using line charts, bar graphs, or heatmaps to spot patterns for proactive adjustments.
Alerts & Thresholds
Set automated alerts for SLA breaches or negative performance trends.
Define custom thresholds and benchmarks to keep teams aligned on the same track.
Industry Benefits
Industry-Specific Use Cases
Retail & E-commerce
Use automated outbound calls and IVR to handle order updates, follow-ups on abandoned carts, and delivery alerts which enhance customer experience.
30%
Tickets Drop
20%
Purchases Increase
Healthcare & Telemedicine
Automatically send secure reminders for appointments, medication refills, and follow-ups, while ensuring HIPAA compliance through call recording and audits.
40%
No-shows Drop
3x
HIPAA Improved
Banking & Financial Services
Leverage skill-based routing to automate fraud alerts, KYC verification, and loan processing, boosting agent efficiency and customer confidence with compliant monitoring.
50%
Verification Speeds-up
25%
Customer Satisfaction
Travel & Hospitality
Send automated booking confirmations, cancellations, and feedback surveys, prioritizing VIP guests through skill-based routing and queue controls.
45%
Guest Communication Improves
20%
Upsells Increase
BPO & Customer Support
Centralize inbound and outbound calls across multiple clients, using call monitoring, whisper coaching, and audit logs to ensure quality and SLA compliance.
60%
Agent Efficiency Up
35%
Resolution Time Decrease
Testimonials
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