Don’t guess how well your agents are doing – see it in real time instead. View visual reports on everything from connection rate to dispositions, all in one central location in your Kixie Dashboard.
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View agent-by-agent reports, call outcomes sorted by disposition, estimated time saved by team and agent, and more.
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See all relevant contact center data in the Reporting section of the Kixie dashboard.
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Get a real-time snapshot of your call queues to see how you can optimize performance.
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View all of the data and analytics you need to make deeply informed decisions for your customer-facing teams, all in one central reporting dashboard.
The local presence feature ensures that I am going to get a higher pick up rate than if I was making calls on my own! The analytics provide me with enough information about where, when, and how to make better calls and keeps track of my calls in a way that helps me under the efficiency of those calls better.
Nick B.
Kixie has self-serve, out-of-the-box integrations with 25+ leading CRMs, helpdesks, conversation intelligence, automation platforms, and productivity tools. Webhooks and open API means our US-based team of experts will help you set up seamless integrations with thousands more.
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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.
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, voicemail drop, and SMS templates.
