LiveOps Insight™
Knowledge is power, and with LiveOps Insight that knowledge is instantly available through a suite of sophisticated yet easy to use reporting and analytical tools. From identifying broad trends across all your contact centers, to fine grained analysis of individual agent performance, LiveOps Insight uses state of the art data warehousing principles to let you be the master of your historical data. Live dashboards give you instant visibility into dozens of industry standard key performance indicators, so you can react to issues before the affect business results. And LiveOps' innovative call map presents an interactive graphical "battle map" of your calls—as they happen. Imagine being able to see a call in progress, click the agent's icon, and not only see call details, but actually listen to the call. That's the power of knowledge, and the power of LiveOps Insight.
Features and Benefits
| • | Reporting | |
| • | Simple, easy to learn web form interface | |
| • | Choose from dozens of predefined reports or build you own | |
| • | Refine queries with pattern matching (WHERE) and thresholds (HAVING) statements | |
| • | Call Interaction and Call Visualizer reports give you insight into the complete call experience | |
| • | Retrieve and review call recordings | |
| • | Custom reports can by shared with other Contact Center users | |
| • | Report on virtually any aspect of Contact Center activity | |
| • | Drill down from an aggregated group report to detailed views, without running a new report | |
| • | Customizable time frames from years past to "now" | |
| • | Self-schedule report delivery | |
| • | Data export to Excel, csv | |
| • | Integrated field glossary and tool tips | |
| • | Live Dashboards | |
| • | Display near real-time and intra-day metrics | |
| • | Customizable views let you select metrics, define dimensions and set thresholds alert and warning thresholds—without programming | |
| • | Drill down on aggregated metrics to see individual data points | |
| • | Call Map | |
| • | Interactive real-time graphical map of all your call activity | |
| • | Correlate media events with call activity | |
| • | Interrogate the map to see caller and agent details | |
| • | Real-time eavesdropping | |
| • | EyeOps | |
| • | Easy to understand, text based monitoring and performance tool | |
| • | Gives you near real-time statistics that allow you to quickly identify performance trends | |
| • | Select from a variety of predefined Live Stats view to see your business from the desired vantage point | |
