Call Center Analytics

The cc: Insight Platform provides call center analytics – any time, any place.

Employees, managers and executives are inundated with information. Multiple tools providing countless data points make it difficult to cut through the noise and focus on metrics that matter. CallCopy's cc: Insight platform is a flexible call center analytics solution for delivering actionable data in a quick and concise format, ensuring that critical information gets to the right people for immediate action.

Pre-built dashboards, reports and communication tools bring value to the contact center, and the value they provide can be leveraged across the enterprise.

Empower employees to perform self-assessments by providing them with the tools to quickly gauge their performance compared to their peers.
Provide management "peace of mind" by ensuring that agents have real-time access to actionable data.
Improve efficiency of agent management by pushing key metrics and information to the workforce.

Customizable content and layouts ensure that the right people get the right data, at the right time.

Design a custom layout to meet the needs of a specific user role – or use one of the pre-configured versions provided.
Users can have multiple toolbar layouts.
View customizable content, configurable for display on individual devices:
- TV screens – Display group metrics and messages/notifications on a public monitor.
- Supervisor & agent desktops – A toolbar shown at the top of a monitor ensures that agents have real-time visibility into key performance metrics.
- Mobile devices & smart phones – Supervisors can monitor center performance and receive critical updates anytime, anywhere.

Widget-Driven Call Center Analytics

The cc: Insight Dashboard utilizes widgets to display call center analytics in a customized manner. Users can pick and choose the information that is displayed in a given layout by simply selecting the desired widget(s).

In addition to including the pre-built widgets listed below, all new widgets produced by CallCopy are available to the user community. Users also have the ability to upload and share any custom widgets they create using the software development kit's (SDK) platform documentation and sample code.

Widget		Description / Sample Use
Quality Assurance Metrics		Display the agent’s recent QA performance.
Customer Satisfaction		Survey-driven customer service metrics.
Call Metrics		Display call volume and average handle time on an hourly, daily and weekly basis.
Group Metrics		Display overall group metrics. Useful for supervisors. Agents can also use to baseline themselves against the rest of the group.
Update Ticker		Scrolling messages provide content organized at group level or server wide.
RSS Reader		Push industry-related content feeds to your team.
Current Issues		Status page of current issues and outages impacting the organization provides early warning notifications.
Recent Call List		Provide a list of recent calls for quick reference.
Project Time Tracker		Allow employees to track project or non-phone time.