Event Analytics
Track visitor traffic and revenue, visualized against a custom map of the event space
Dynamic Tables
Allow users to select grouped columns within a dynamically displayed table
MTTR vs. SLA
Track mean time to resolution against service level agreement across each service tier for the organization
Agent Performance: Identify Top and Bottom Performers
Compare agents’ performance by time to close cases and CSAT score
Case Channel Analysis
Identifies situations in which a contact logged a second case within a set time period, providing insight into cost/deflection patterns