You and your team deserve so much better when it comes to metrics visibility. That’s why our analytics experience is purpose-built to optimize scheduling, help manage your team, and hit key metrics.
- Key metrics panel by channel and queue (SLA, AHT, etc)
- Agent state dashboard (adherence, agent states, etc)
- CSV ticket export for deeper investigation
Historical reports and time tracking data give clear insight into performance trends, staffing needs, burnout risks, and opportunities for scheduling optimization. Review historical staffing decisions alongside trends in key metrics to identify critical changes.
Guide your team through coaching that’s relevant to each agent’s performance. Build a more holistic picture of performance with the Team Performance Report and Agent Scorecard, which cover everything from cases solved per scheduled hour to adherence to average handle time. Give your team the support they need with data that tells the full story.