InsideEdge Analyze
Business Benefits
- Access real-time information and make informed decisions quicker
- Catch problematic operations before they hurt you
- All information in one place – KPIs, Reports, Alerts
- Help improve agents’ performance
- Increase agent productivity, in turn returning optimum results
- Be alerted, no more aimless searching for unknowns
Analyze Modules
Dashboard
Real-time views of day-to-day operational data for the Contact Center Supervisor. Standard or user-defined Dashboards with related KPIs and settings for Alerts, Filters and Keys for flexible viewing of data.
MDS
This OLAP (online analytical processing) view of the data allows for slicing, drill-downs, roll-ups and pivoting with drag and drop usability. Math functionality and graphing included.
Reporting
Standard or user-defined reports for immediate use. View in real-time or historical time. Set scheduling parameters for reports that are required on a continual basis.
Performance Management
This module allows you to set forecasts and track the results with actual vs. forecast comparisons for agents, compaigns or any term codes in the system. This module does not require IT involvement, totally user-definable.
Agent Dashboard
A communication tool for Supervisors to provide data and/or performance information to agents in a real-time basis. Also has messaging and chatting capabilities. Ticker tape format to provide maximum screen usability real estate for agents. Includes Agent Dash Builder tool for supervisors.
