CX Copilot
CX Copilot uses OpenAI to query your data using text based commands, here's a handful of suggested queries to get you started:
Show me all the calls in the last 7 days where the agent ended the call on hold or mute?
Show me call quality ranked by ISP name this week?
Which agents abandoned most calls due to one way audio this week?
Key Contact Centre performance measures
Scrolling down the page there are four timeline graphs trending key measures, with links to Canvas and User Guides:
Calls by Minimum Network Quality (7 Days) - This shows the volume of calls and the quality of the data network they used. Unexpected peaks and troughs in call volume and network quality can be indicators of operational or technical issues.
Agent Reported Issues (7 Days) - Agent Reported Issues are great indicators of how well your service is performing, Agent Reported Issues provide insights into both individual agent issues that need focus and trends that highlight more serious problems.
Softphone Errors (7 Days) - Softphone errors are generated whenever a contact is unable to be connected to an agent, these are good indicators of underlying problems with network connectivity, machine performance, application problems or even CCaaS issues.
Agent Alerts (7 Days) - AX Copilot notifies agents where there are Customer Experience issues, for example they are not using a headset, calls ended while on hold or where network/PC issues may have caused problems.
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Explore Operata
Explore Operata has quick links to useful content and below that links to video training guides.