Contact Center Reporting and Analytics

Real-time Contact Center Monitoring

The LiveOps Real-time Monitoring application, called EyeOps, gives your call center managers the real-time information they need to monitor a variety of important details across assisted inbound or outbound or self-service (IVR) calls. Linked to the LiveOps in-depth reporting database, EyeOps tracks hundreds of variables per call. From a single screen, the EyeOps dashboard displays both current activity and trends during the previous 30 minutes. Critical statistics such as call length, agent activity status, queue time, dropped calls, activity of logged-in agents, IVR activity, and server load are all monitored and displayed in real-time. Using this information, you can instantly identify high-performing agents as well as spot problematic outliers - all in real time.

Complete Contact Center Analytics

LiveOps Reporting and Analytics also serves as a central repository of all of your call center information, including call-related information (such as caller ANI, speed to answer, average handle time, call disposition codes, hold time, etc.), as well as agent related, program, and campaign related information. Leveraging analytics functions, you can access the details you need to get true insights into your call center performance. Because each bit of call-related information that traverses LiveOps On-Demand Contact Center is monitored and stored, all the call and agent information can be accessed via your Web browser. You can look at overall performance by unique center locations, as well as compare the performance of virtual agents.

Real-time Contact Center Graphical Displays

LiveOps provides a "map based," real-time display that overviews platform services activity. This map shows what calls are being handled, by whom, and from where. Designed for virtual call centers, this revolutionary tool graphically displays calling areas so that managers can immediately identify call center traffic. You simply scroll over an ongoing call to view vital information, including agent information, caller information, call duration, and carrier information. You can also view summarized agent activity, IVR activity, and queue information. Supervisory personnel can use the unique caller ID shown for each interaction to access additional call details in LiveOps EyeOps application, as well as listen in on the live call or use LiveOps Reporting and Analytics to review call data or a recording of the call. When used with other elements of the LiveOps On-Demand Reporting and Analytics application, this map is a powerful and effective monitoring and productivity tool.