What are Reporting Insights
The Reporting Insights feature offered by Oration allows contact centre professionals to view and analyse call statistics to gain deeper insights that might influence changes to the customer experience. For example, Reporting Insights could reveal the top reason why customers call, as well as the average handling time to resolve specific queries.
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.
- Reduce average handling times
- Identify and Verify your callers
- Increase uptake to self-service
- Provide targeted banners
- Facilitate a digital channel shift
- Improve agent and customer engagement
- Support speed to competency
Discover our features
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.
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.
Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.
Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.