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
