The CX Analytics reports offer a quick and comprehensive overview of contact center performance. Within the Reports page, users have several capabilities:
In addition, users can filter, sort, and customize columns within the reporting interface to tailor the view to their needs. To access reports and data within CX Analytics, admins must grant the appropriate permissions to users.
Delivers in-depth information about individual agent performance and agents work sessions.
Drills down into individual agent work sessions, offering visibility into how each agent spends their time during their shift.
Provides a comprehensive outcome analysis for past completed engagements. Disposition refers to the assignment of an outcome or topic to each engagement by agents in the Zoom Contact Center. It allows agents to categorize interactions, such as calls, by selecting a specific disposition during the wrap-up time.
Offers a holistic view of all completed engagements, regardless of channel or queue.
Provides an overview of AI Expert Assist feature's adoption, usage and impact on agent efficiency. AI Expert Assist supports agents in real-time by surfacing relevant knowledge and suggestions to enhance their efficiency in resolving customer issues.
Presents an overview of Zoom Contact Center flows, including the engagement volume processed, overall behavior, and efficiency.
Gain insights into how about dialer campaigns are performing and key measures associated with those campaigns. An outbound dialer automatically initiates calls to a contact list for purposes like sales, telemarketing, surveys, and customer service. Methods include preview dialers, which let agents review contact details before calling, and progressive dialers, which automatically place calls to minimize downtime between calls.
Tracks callback requests from customers and evaluates how efficiently queues are processing these callbacks.
Provides a summary of inbound engagement performance for queues.
Provides a summary of outbound engagement performance for queues.
Provides a summary of both inbound and outbound engagement performance for queues.
Gives a comprehensive view of how teams are performing across various KPIs.
Offers a detailed breakdown of team-level activity, showing how team members are allocating their time throughout the day.