Agent Response Time Metrics
Time to First SpeechMaxMinMeanMedian
Call Duration Distribution
Call Journey Stages
GreetingProduct Inquiry HandlingOffer Further AssistanceClose CallObjective metAppointment SchedulingMiscellaneous Inquiry HandlingObjective not met
Duration Percentile Analysis
Failure Category Detection
Caller IdentificationUnsupported LanguageCustomer HostilityUser refused to confirm identityIncorrect caller identityAssistant did not speak SpanishAssistant did not speak FrenchVerbal Aggression
First-Party Data Collection
Increased User Engagement
No Data Sharing with Third Parties
Objective Detection
Objective metObjective not met
Real-Time App Customization
Successful Path Anomalies Detection
Surveys and Feedback Collection
Visualizations and Dashboards