Agent Response Time Metrics
Time to First SpeechMaxMinMeanMedian
Behaviour-based Targeting
Call Duration Distribution
Call Journey Stages
GreetingProduct Inquiry HandlingOffer Further AssistanceClose CallObjective metAppointment SchedulingMiscellaneous Inquiry HandlingObjective not met
Conversion Impact Analysis
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
Objective Detection
Objective metObjective not met
Quantitative Analytics Prioritisation
Success Rate of Experiments
47%
Successful Path Anomalies Detection
Visualizations and Dashboards