DecisionPoint
Call Center Dashboard Suite
Objective
When I was brought onto this project my organization offered a plethora of reporting capabilities and only a couple of legacy dashboards. Our goal was to build out a series of dashboards based on a new analytical model, making operational data immediately available and actionable. We built this product from the ground up, and it now consists of 12 different modules, as well as an all-encompassing leadership dashboard suite.
Audience
Leadership, Analysts, and State Clients from 48+ US Services projects
Role
UX & Data Visualization Designer
Tools
Solution
DecisionPoint platform for Business Intelligence (DP4BI) is a cloud-based solution that provides state clients in the health and human services industry with a single point of view for managing projects and gaining insights. With features like contact center analytics, back-office CRM, speech analytics using Natural Language Processing (NLP), and AI-driven insights, DecisionPoint offers a comprehensive solution to streamline operations and enhance decision-making.
My Thoughts
This product has evolved a lot in my tenure with Redacted, Inc. and the technology stack has evolved with it. With each new iteration, vendor software update, and every module that has been added, the product and our design standards have grown more robust and mature. I have learned a lot about the niche discipline of data visualization design and how to turn ambiguous raw data into interactive and accessible visual information. When we started, I also inherited a rudimentary set of formatting standards that has evolved into a comprehensive design system.
Product Details
Background
Team & Role
Architecture
Modules
Background
Team & Role
Architecture
Modules
Background
Team & Role
Architecture
Modules
Background
Team & Role
Architecture
Modules
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Daily Interactions
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Daily Interactions
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Daily Interactions
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Daily Interactions
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Daily Interactions
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Daily Interactions
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Daily Interactions
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Daily Interactions
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Daily Interactions
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Daily Interactions
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Daily Interactions
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
Projects
Users
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
Projects
Users
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
Projects
Users
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
Quality Management
• This dossier provides insights into Agent Evaluations data (ex. Count of Evaluation score, Avg Evaluation Score, Avg. Critical Question Score) by Day, Week, Month, Quarter, Year.
• QA Managers or Supervisors use this report to identify insights into agent evaluations to understand the evaluation score, critical question score etc in a selected time frame.
Projects
Users
Speech Analytics Dashboard - Topics
• This dashboard will give insights in how Genesys topics are matched against its transcriptions as well as customer sentiment scores across agents, queues and conversations.
• The Supervisor and Analyst would use this report to get insights on how calls are trending across topics as well get the associated sentiments.
• This provides and overall summary of how all your calls are trending in your contact centers through different visuals in the dashboard.Projects
Users
Speech Analytics Dashboard - Phrases
• This dashboard will give a drill down from topics into phrase per conversation from the Speech Analytics main dashboard.
• This report tracks all calls that did not get tagged to a specific topic/ topic phrase set up on Genesys.
Projects
Users
Speech Analytics Dashboard - Silence
• This dashboard will provide insights into periods of Silence on a call, when it seems like people are not working or being quiet when they shouldn't be. It will help determine if the process is normally distributed and where the outliers are.
• This report tracks all calls that have silence detected
Projects
Users
Speech Analytics Dashboard - Topic Model
•This dashboard utilizes an in-house machine learning model based on Genesys Transcript to offer insights into sentiment and the topics discussed during conversations. Data is available at the program, queue, supervisor, agent, and session levels.
Projects
Users
Queue Performance Dashboard
• This dossier provides insights into the Queue Performance data so that users of this data can understand the performance of the queues in their Contact centers.
• Supervisors and Managers use this report to understand Agent performance of the queues in their Contact centers.
Projects
Users
Queue Benchmark Dashboard
• This dashboard provides insight into contact center performance and enables users to quickly compare data across queues as well as drill down to a specific queue and identify which agents are driving the performance on that queue.
• Supervisors and Managers use this report to compare agents across all queues and identify which agents are top peformers
Projects
Users
Agent Performance Dashboard
• This Dossier provides insight into Agent Performance data so that the users of this data can understand the performance of the agents in their Contact Centers.
• Supervisors and Managers use this dossier to understand how Agents perform in their contact centers.
Projects
Users
Agent Activity Detail
• This dashboard provides the ability to analyze agent login and logout activity by type (reason code). Activity can be analyzed at a summary level as well as details for an agent by date.
• This Dashboard provides Supervisors and Managers detailed logout activity type by reason code for their agents.
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Users
Team - Agent Benchmark Scorecard
• This dashboard compares performance across teams and quickly drills down to view an individual agent’s scorecard to understand how teams/agents are performing compared to one another.
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Users
Agent Scorecard
• This dashboard allows to easily compare performance across teams and quickly drill down to view an individual agent’s scorecard so that the manager can understand how teams/agents are performing compared to one another and when necessary take action.
• Supervisors and Managers use this report to help them compare agent performances across various teams and it provides them with an individual view of each agent vs how the overall team is performing
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Users
Customer Satisfaction Survey Dashboard
• This dossier provides an overview of the call Centers to measure Customer satisfaction on Agent’s performance after conversations have been completed & the customer opted into answering the survey/overall survey response rates by Date, Month & Year.
Projects
Users
Contact Center Volume & Performance
• The Contact Center Volume & Performance dashboard provides executives with high level insights and trends for the most important call center metrics in a selected time frame.
• This report is helpful when managers and supervisors want an high level view of trends and call center metrics within a selected time frame.
Projects
Users
© 2024 John Smith
Built with Framer
© 2024 John Smith
Built with Framer
© 2024 John Smith
Built with Framer
© 2024 John Smith
Built with Framer