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Reporting and Business Analytics

Business Intelligence features in Digital Service Cloud can help gain access to a wide variety of reports – both with Real-time as well as historical data. This data can further be filtered via many different parameters, such as site, team, department, user role, product details.

Real-time Operations management

Digital Service Cloud allows you to manage your contact center resources to achieve the highest levels of productivity. Through out of the box reports, managers can monitor Voice / non-voice queue and technician status, access service level reports, broken down by intervals. The reports are flexible enough to allow, team or site wise segmentation of information.

Quality and Performance management

Creating a service environment that is attuned to achieving consistently high levels of customer satisfaction can only come from a fine-honed system of quality monitoring and measurement. Digital Service Cloud helps companies to maintain an elevated level of customer experience by making it easy to monitor service quality and correlate it to customer satisfaction. Users can access information such as:

  • AHT trends by agent or by role
  • Knowledge base usage reports
  • First call resolution (FCR)
  • Team wise / Site wise Performance stats
  • Case reports