What is it for?
Customer insights provides detail on how Customers interact with the Call Centre and the agents they are connected to.
Quick tips:
- All the views can be filtered by time and other metrics.
- Select any segment of a Pie Chart to filter all fields.
- Select the three dots on any playbook or chart to expand, share or download.
Note: Contact Centre Integration is needed to see all the data in the charts, contact Operata for more details.
Overview
What the fields show....
# Avg. Time per Call (28 days) - Average call duration (call connected agent) with trend vs the prior period.
# Avg. Time in IVR (28 days) - Average duration customers spend in the IVR with trend vs the prior period.
# Unique Customers (28 days) - The number of unique customers (based on the number they called from) with trend vs the prior period.
# Transferred Calls (28 days) - The number of calls transferred a with trend vs the prior period.
# Avg. # Customer Touches (28 days)- The number of times on average each customer has spoken to an agent over the month. Note: if a customer calls once in the month and that call is transferred, it would count as 2 touches.
# Transferred Calls < 30 Sec. (28 days) - The number of calls that have been transferred within the first 30 seconds.
# Avg. Time in Queue (28 days) - Average duration customers spend in the queue with trend vs the prior period.
# Avg. Time Connected to Agent (28 days) - Average call duration (call connected agent) with trend vs the prior period.
Customer Waiting Times (28 days) - A table view showing the average wait and total wait time, by queue.
Call Queues - Inbound
What the fields show....
Call Queues (28 days) - The number and percentage of inbound calls by queue.
Call Queues (28 days) - Table view on the number of calls and average IVR, Queue, and connected to agent durations..
# Time in IVR (28 days) - Time line view showing the average duration callers spend in the IVR, with trend vs the prior period.
# Time in IVR (28 days) - Chart view showing the time in IVR by number of calls.
# Time in Queue (28 days) - Time line view showing the average duration callers spend in the queue, with trend vs the prior period.
# Time in Queue (28 days) - Chart view showing the time in queue by number of calls.
# Time Connected to Agent (28 days) - Time line view showing the average duration callers spend talking to agents, with trend vs the prior period.
# Time Connected to Agent (28 days) - Chart view showing the connected to agent time by number of calls.
Call by Queue (28 days) - Table view showing individual call details, by the longest in queue.
Call Queues - Outbound
What the fields show....
Call Queues (28 days) - The number and percentage of inbound calls by queue.
Call Queues (28 days) - Table view on the number of calls and average durations.
# Time Connecting to Agent (28 days) - Time line view showing the average duration callers spend connecting to agents, with trend vs the prior period.
# Time Connecting to Agent (28 days) - Chart view showing the number of calls by agent connecting time.
# Time Connected to Agent (28 days) - Time line view showing the average duration callers spend connected to agents, with trend vs the prior period.
# Time Connected to Agent (28 days) - Chart view showing the number of calls by agent connected time.
Call by Queue (28 days) - Table view showing individual call details, by queue and connecting/connected durations.
Wait times
What the fields show....
Customer Waiting Times (28 days) - Table view of agents, calls and wait times by queue.
Average Wait Times [by UTC hour] (past 28 Days) - Infographic shows the weekly trend of customer wait times using data from the last month. The longer the average wait times for each queue, the darker the red colour.
Transfers - Call Transfers
What the fields show....
Call Transfers (last 28 days) - The number and percentage of calls transferred out and in, including calls transferred out within 30 seconds of being answered.
# Transfers (28 days) - The number for calls being transferred vs the prior period.
# Transferred Out <30 Sec (28 days) - The number of calls transferred out within 30 seconds of being answered.
% Transfers (28 days) - The percentage of calls transferred vs the prior period.
# Call Transfers(28 days) - Timeline view of calls transfers by type.
Call Transfers [By Queue] (28 days) - Table view of queue's agents and calls, by the highest number of transfers.
Call Transfers [By Agent] (28 days) - Table view of agents by the highest number of transfers.
Transfers - Transfer Map
What the fields show....
Transfer Origin (28 Days) - The queue, agent and number of calls that are transferred.
Transfer Map (28 Days) - Infographic showing the source and destinations.
Transfer Destination (28 Days) - The queue, agent and number of calls that are transfer destination.
Quick tip: Select any of the queues more easily show the destinations or sources.
Customers (Alpha - CLI Required)
What the fields show....
The whole dashboard can be filtered to show the results for either the last 24-hours or 28-days.
Quick tip: Select a customer_cli (phone number) to see the interactions and timeline.
Call Queues (1 day) - The number and percentage of calls by how they were originated.
Calls by Customer (1 day) - Table view showing the number of times the same number has appeared, the number of agents they have interacted with and the durations.
Calls (1 day) - Timeline view of calls by queue (shows the time-line when an individual number is selected.
Calls (1 day) - Details of a callers interaction.