LiveOps Insight™

Get instant visibility and control in the cloud.

Knowledge is power

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, we enable your business to manage your contact center performance quickly, easily and effectively. LiveOps Insight uses state-of-the-art data warehousing principles and flexible ad-hoc reporting to empower you to be the master of your performance data – all without requiring IT support. That’s the power of knowledge, and the power of LiveOps Insight.

Features & benefits

Reporting

Easy to use

Simple and intuitive web interface allows you to report on virtually any aspect of your contact center activity, the way you want to see it—all just a few clicks away.

Customized reporting

Choose from dozens of predefined reports or build your own – no IT support needed. Plus your custom reports can be self-scheduled and shared with other users.

Insight into entire customer interaction

Call interaction and call visualizer reports provide details on the entire call. You can retrieve and review call audio and screen recordings, and online interactions right in your browser.

Live Dashboards

Track agent performance and KPIs

Monitor ongoing agent performance and display up-to-date industry-standard KPIs including intraday metrics — by time period, session or by agent

Customized views

Select metrics, define dimensions and set thresholds/visual alerts—all without any IT support or programming

Interactive “drill-down”

Simply click on aggregated metrics to drill down for more details

Deep dive

Simply click on aggregated metrics to drill down for more details.

Silent Monitor

Anywhere, anytime access

Enables supervisors to listen to calls in real-time from anywhere in the world, regardless of where agent is located.

Immediate feedback

Integrated with sophisticated auditing tools so that managers can monitor and provide feedback on both live and recorded calls.