Every metric, your way.
Dig into every contact centre metric with reports you shape. Choose what to measure, over which period and split how you like, then compare time ranges and send the results to your BI tools.
Ask the question, shape the answer.
Try it. Change the metric, the period or the split and the chart and table follow straight away.
| Channel | This month | Change |
|---|---|---|
| Voice | 5,571 | +4.2% |
| Chat | 3,574 | -4.8% |
| SMS | 5,545 | +2.0% |
| 3,371 | -5.7% |
This monthLast monthIllustrative data, not measured.
Four moves, no code.
Anyone on the team can build a report. Analysts can go further with the raw data.
- 1
Choose the metrics
Start with the numbers that matter to this question, from volumes and handling time to service levels.
- 2
Set the period and the split
Pick the date range, then break results down by queue, channel or team so the answer is specific.
- 3
Read the chart and the table
Both update together, so the pattern and the exact figures sit side by side.
- 4
Save it and share it
Shape the report around your question, then send the data to the tools your analysts already use.
See what moved, and when.
This period against the last
Lay a week next to the week before, or a month next to the month before, and see the gap in one view.
Before and after a change
Introduced a new script or shifted a rota? Compare the stretch either side and judge the change on evidence.
The same season, a year apart
Busy periods repeat. Looking back at the same stretch last year helps you prepare for the next one.
Reports that arrive where you work.
Reports you shape
Build each report around the question your team is asking, instead of working within a fixed layout.
CSV exports
Download any report as CSV. This is available on every plan.
Warehouse and BI sync
Live sync to Snowflake, BigQuery and Redshift is part of Enterprise, so analysts work in the tools they know.
Looking back is how you plan ahead.
Plan next quarter with real history
Past volumes and handling times are the best guide to future demand. Feed them into forecasting and rotas.
See Workforce PlanningBack up coaching with trends
A supervisor can show an agent or team how a metric has moved over weeks, which makes a conversation concrete.
See Supervisor AssistJoin service and sentiment
Read operational reports alongside customer scores to see whether efficiency gains are costing satisfaction.
See CSAT & NPS trackingAI Interaction Analytics
The product this feature belongs to. Related: Workforce Planning and Supervisor Assist.