Enhanced Reporting and Insights in Your Customer Engagement Metrics

We are excited to announce new enhancements to your Customer Engagement Metrics, designed to give you clearer and more actionable insights into your customer interactions!

These updates focus on making your reporting tools more intuitive, comprehensive, and customizable.

What's New?

Deeper Understanding of Agent Performance:

• Virtual Queues on Agent Insights: You can now see the virtual and CRM queues that agents are associated with directly on the Agent Insights page. This provides better visibility into their workload and areas of expertise.

• Option to Hide Average Sentiment Scores: For more focused analysis, you now have the flexibility to hide average sentiment scores on the Agent Insights page if you prefer to concentrate on other metrics.

Improved Navigation for Key Metrics:

• Quick Access to Analytical Pages: When you hover over the KPI (Key Performance Indicator) Metrics cards, you'll now find direct buttons to navigate to the relevant Analytical pages. This makes it faster and easier to dive deeper into specific metrics.

• Direct Settings Access: A new 'Settings' button on KPI Metrics cards allows you to quickly access the SLO Metrics page, where you can define your KPI criteria.

Enhanced Case Visibility:

Voice and Chat Icons on Case Cards: To give you a quick visual overview, case cards now display distinct icons if they include voice or chat conversations. This helps you identify the communication channels used for each case at a glance.

Smarter Signal Detection (Behind the Scenes):

We've made significant improvements to how our system identifies "signals" like Expansion, Renewal, and Churn Risk from customer interactions. These enhancements are integrated into our machine learning processes to help us better understand your needs and potential opportunities. While this is a behind-the-scenes improvement, it leads to more precise insights that help us serve you better.

Why are these updates important for you?

These new features empower you with more control and clearer information about your customer engagement. You can now:

• Monitor your team's performance with greater detail.

• Navigate your reporting dashboards more efficiently.

• Quickly identify cases based on communication type.

• Benefit from more accurate insights into customer behavior and intent.

We believe these enhancements will help you gain a more robust understanding of your customer engagement and drive better outcomes for your business.