SmartReach Unified Analytics enables you to generate current (intra-day) and historical data from various sources such as call data, customer interaction, and agent performance. You can use this data to get a 360-degree view of your operations across performance, compliance, and business outcomes; identify trends; measure performance; and make data-driven decisions to optimize the performance of customer service operations. SmartReach Unified Analytics includes out-of-the-box reports. You can also create custom reports using a user-friendly drag-and-drop interface. The Analytics dashboard displays organized data points related to inbound calls, outbound calls, chats, emails, and Short Message Service (SMS) statistics. You can also add personalized dashboards and insights. In addition, you can add trusted partners so that data from multiple portals can be sent to a single Performance Analytics dashboard. For more information about trusted partners, see the Trusted Partners Tab. 

You can use SmartReach Unified Analytics to analyze your data quickly and accurately. For example, managers can gather an interactive 90-day trend report of individual agent performance. This report can then be of value when organizing agent training.

Administrator users can access the SmartReach Unified Analytics feature. For information about roles and permissions, see the User Roles and Permissions section in the Product Documentation Library.

Benefits

You can use SmartReach Unified Analytics to:

  • Integrate customer satisfaction (CSAT) data, Quality Management data, interaction analytics, and ticketing data.
  • Leverage intraday CSAT data to rapidly identify trends and address customer concerns.
  • Access out-of-the-box reports or create customized reports.
  • Add personalized dashboards. 

The dashboards documented in this section are not standard offerings in the LVP application. You have to create your dashboards.

This section contains information about the following topics: