Contact Centre Reporting and Insights

How does Reporting Insights work?

Oration’s Reporting Insights dashboard has been carefully designed to ensure that valuable contact centre insights, patterns and trends are straightforward to identify and interpret. The dashboard uses clear and easy to digest graphical representations of call data across several key areas of your contact centre operation.

Banner usage statistics, NPS survey uptake and rating reports, common caller intents, deflection counts and outcomes, and conversations data around call volumes, length, and outcomes are all easily obtainable insights using the Reporting Insights dashboard. To make more complex or broader patterns easier to understand, automatically generated Sankey diagrams can also offer visual representations of the entire caller journey including action counts and outcomes.

What makes Oration different?

The Reporting Insights dashboard is simple to use. Its features and behind-the-scenes technology allow large volumes of complex contact centre data to be converted into easy-to-understand insights with just a few clicks of a button. Advanced filtering tools also enable contact centre administrators to dig deeper and take more control over their insights with minimal training or analytics knowledge, such as generating reports for specific dates and times.

Discover our features

Advanced Speech Recognition

Advanced Speech Recognition (ASR) enables natural spoken language to be interpreted and converted into text, so it can be used to apply caller intents and extract information.

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Ongoing Supervised Learning

By surfacing caller responses to an administrator, ongoing supervised learning helps the ASR system learn how best to match intents with the language used by callers.

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Intelligent Call Routing

Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.

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Contact Centre Agent View

With contact centre agents able to see what a caller has said before they pick up a call, they’re well prepared to quickly resolve queries without asking callers to repeat information.

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Graphical User Interface Dashboard

Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.

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Reporting Insights

The Reporting Insights feature offered by Oration allows contact centre professionals to view and analyse call statistics to gain deeper insights such as top caller intents and AHT.

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CX Platform

Your Customer Experience (CX) platform brings together the agent telephony, CRM, and all the digital tools you need to interact with callers either via phone or chat.

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Voice Verification

By simply saying their account or phone number, customers can use their pre-enrolled voiceprint to securely access their account or self-service over the phone.

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Automated KYC Verification

Oration can automatically ask and confirm identification questions without agent involvement and can integrate Voice Verification technology to match callers with their stored voiceprint.

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Transcription

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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Identify

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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