In the world of modern technology and business, where customer experience is of paramount importance, it is essential to have tools for detailed analysis of contact center operations. That is why NovaTalks presents a major report update that will provide you with even more data to assess the effectiveness of your Contact Center.

What’s New?

Over the past few months, the NovaTalks team has been actively working on creating new powerful metrics in the reports. Now you have access to the following data:

1. Service Level

This metric allows you to evaluate how quickly your agents respond to customer inquiries and whether they meet the established service standards.

2. Duration of Dialogue in Each Status and Substatus

This includes the time spent in the queue, in conversation with an agent, and so on. Such detailed information helps identify weaknesses in processes and optimize them.

3. Number of Accepted, Unaccepted, Processed Dialogues

You can also see the number of transfers and outgoing dialogues. This helps understand how effectively agents are performing their duties and where additional training is needed.

4. First Response Speed from the Start of Dialogue

This metric allows you to evaluate how quickly customers receive responses to their inquiries.

5. Team Response Speed

Besides the first response speed, it is important to know the average response speed of the entire team, which will help identify the most effective agents and promote productivity improvement.

6. Dialogue Initiator and Who Ended the Dialogue

This information helps understand who initiated the conversation and who ended it, which can be useful for analyzing customer inquiries and internal processes.

Updated Reports:

We have also updated some reports to make them even more informative and convenient to use:

• Agents Overview / Agents Overview Sum: now you can get even more information about your agents’ work.
• Dialogues Detail: this report helps you analyze each dialogue in detail.

With the new reports from NovaTalks, you will be able to analyze your contact center’s performance in greater depth, identify weaknesses, and optimize processes. Take advantage of these opportunities today to improve customer service and increase your team’s efficiency.

Read more about the reports in the NovaTalks Knowledge Base.