Make Interaction Channels Efficient with Omnichannel Reporting
Channel Specific Reports
Get channel-wise reports of all the communication platforms that your customers use to connect with you. Based on that data, identify the channels most preferred by your customers and which ones could use some change in strategy. Once you have gained a complete understanding of the effectiveness of each channel, you can leverage the ones that your customers love the most and ensure a high return on investment along with delighted customers.
Monitor Agent Effectiveness
Managers can keep an eye on the agents by monitoring their status, active interactions, the total count of conversations handled, conversations closed, interactions handled, login/available hours and auto mode statuses. The supervisor can also see details of active calls and chats of an agent and can take actions such as Snoop, Whisper, Barge and End the call when deemed fit.
Live Monitoring of Operations
Dashboards to show real-time data of the source of the conversation i.e. whether the interaction originated via email, voice, social media or chat. Similarly, the managers get a live feed of the With all the data about interactions and agent, the supervisor is in a much better position to make informed decisions.