Turn Interaction Data Into
Member & Agent Satisfaction.
Leverage interaction insights to drive efficiency, solve specific problems, and power digital transformation.
Empower Contact Center Executives With Interaction Insights
Member Interaction Insights
Inbound & outbound interaction (both human and AI) trends and comparisons.
Insights broken down by queues, channels, timespan, and interaction status.
Channel usage trends and comparisons include starting channel, most added channel, average number of channels used, handling time trends, and more.
Agent Performance Insights
Leaderboards for ranking agents based on various performance metrics such as average time to respond, handle times, number of surveys, rating score, recommendation score, and more.
Individual agent contributions through interaction and survey scores.
Average wait times & handle times across different channels for an agent.
Queue Performance Insights
Queue-level metrics include interaction volume, wait times, handle times, dispositions, and more.
Service-level metrics include the number of requests handled within the threshold.
Highlighted top interaction tags and survey scores.
Trends in abandonment rates, wait time, transfers, conferences, handle time, and more.
Empower Contact Center Supervisors With Eltropy Live Dashboard
Status Summary of Live Interactions
Key metrics include average wait time, average handle time, and service level.
Real-time view of agents’ status and availability.
Monitor the interactions that have breached the service level threshold, abandoned and missed Requests.
Insights are broken down by queues, channels, users, and timespan.
Queue Summary of Live Interactions
Detailed list of ongoing interactions, including agent, queue, and other relevant details.
Real-time view of all available agents, their status, time in status, assigned queues, occupancy levels, average handle time, and the number of live interactions.
Detailed list of ongoing text interactions, displaying the assigned agent, queue, interaction duration, and the last message
Insights are broken down by queues, channels, users, and timespan.
Experience The Unified Impact
$3.7 M
Overall drop in delinquency from December 2023 to March 2024
(Alltru Credit Union)
300%
Faster member authentication 45 Seconds to authenticate
(Idaho Central Credit Union)
20%
Faster lending process, 3 days reduction in loan approval time
(Patelco Credit Union)
40X
Higher response rate with Text than other modes of communication
(Family Savings CU)
60%
Increase in number of accounts opened with In-branch Video
(Xplore Federal Credit Union)
95%
Reduction in loan approval times, application completion <10 mins
(Natco Credit Union)
