Reporting Insights

C_icon_Features_Reporting-insights

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.

ORATION WILL:
  • 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

C_icon_Features_Advanced speech recognition 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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C_icon_Features_Ongoing supervised learning 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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C_icon_Features_Intelligent-call-routing 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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C_icon_Features_Contact-centre-agent-view 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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C_icon_Features_Graphical-user-interface-dashboard 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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C_icon_Features_Reporting-insights 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 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 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 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 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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How AI-powered technology can help transform your contact centre

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Resources

Major financial institution gains flexibility, adaptability and control
Major financial institution gains flexibility, adaptability and control
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How BIG W improved efficiencies in their contact centre
How BIG W improved efficiencies in their contact centre
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Panasonic Australia reduced contact centre operation costs by 25%
Panasonic Australia reduced contact centre operation costs by 25%
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