Call center analytics is the process of logically investigating call center data in order to improve call center performance. This can involve identifying trends, measuring call center KPIs, and taking action to improve call center operations. Call center analytics can be used to improve a wide variety of call center metrics, such as call volume, call duration, customer satisfaction, and first call resolution rate.
CALL CENTER ANALYTICS
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Common call center metrics include call volume, call handle time, call abandon rate, and first call resolution rate. By analyzing these metrics, call center managers can identify trends and spot problems that need to be addressed. For example, if the call abandonment rate is increasing, this may indicate that callers are finding it difficult to reach a live agent.
Within the Kixie dashboard, account holders who have manager-level logins can view call volume for all agents, including incoming and outgoing calls, answered calls, and connected calls. They can also view all call and SMS history, review call dispositions and active call queues, as well as time saved with Kixie’s features like click-to-call, vovoicemail dropand SMSMS templates