Analytics Tab
You can add a Business Intelligence (BI) site to LVP and view information about the site from the Analytics tab. The Analytics tab contains dashboards with specific Key Performance Indicators (KPIs) that are related to specific channels in the dashboard. For example, you can view KPIs related to outbound calls.
BI enables you to view the collated data points related to inbound calls, outbound calls, chats, emails, and SMS statistics. You can also add your personalized dashboards and trends.
Customer Journey Analytics
On the Analytics tab, you can build a journey that tracks the progress of an event. You can build the journey by using journey dates and journey conditions.
Drilling-Down through Specific Entries
When you click on a specific ticket in the Tickets dashboard, the details of that tickets are displayed in the Configure > Ticketing > Tickets window.
New Data Models
New Speech IQ and Assessor data models have been added to the analytics data model in BI to provide standard reporting. Standard reporting enables you to view the scores for a given scorecard at the organization level, and then to drill down by key indicators in BI.
The Call Center Customer Satisfaction (CSAT) survey data is integrated with the Analytics data model.
In addition, Ticket Change History is now incorporated into the Analytics data model. When core fields, such as agent team, status, and type on a ticket are changed in the platform, those changes are used to track metrics, such as escalations and kickbacks in the Analytics tab.
Trusted Partners
You can add trusted partners to your portal so that the trusted partner data is populated in the Analytics tab. This enables you to send data from multiple portals to a single Performance Analytics dashboard.