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What is Reporting Insights?

Reporting Insights provides contact centre professionals with data analysis tools to understand customer calls and improve the customer experience. It shows the top reasons for calls and the average time taken to solve queries.

BENEFITS AND RESULTS: REPORTING INSIGHTS

Real-time reporting insights
Real-time reporting insights across all major ‘Action’ steps built-in
Faster time
Faster time to market for adds, moves and changes - no code development required for reporting
Business insights
Business insights from initial deployment.

How does Oration’s Reporting Insights feature work?

The Reporting Insights feature by Oration provides an easy-to-use dashboard that helps contact centre professionals see important call data, trends and insights in clear graphical representations. This includes information such as banner usage, NPS ratings, common caller intents, call volume, length and outcome data. The dashboard also has automatically generated diagrams to show the entire caller journey and its outcomes.

What makes Oration different?

Oration is an easy-to-use contact centre plugin designed to be implemented as an overlay to your existing contact centre technology infrastructure. A SaaS cloud-based solution, Oration can be up and running within a matter of days. Oration's Reporting Insights is easy to use, allowing complex data to be understood through simple insights. Advanced filters give administrators control over the insights with little training or analytics knowledge, making it possible to generate reports for specific dates and times.

Oration: Reporting Insights feature

Oration will:

  • Reduce average handling times Reduce average handling times
  • Identify and verify your callersIdentify and verify your callers
  • Increase uptake to self-serviceIncrease uptake to self-service
  • Provide targeted banners Provide targeted banners
  • Facilitate a digital channel shiftFacilitate a digital channel shift
  • Improve agent and customer engagement Improve agent and customer engagement
  • Support speed to competencySupport speed to competency
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Discover Oration’s features

You can configure Oration’s features to your contact centre’s needs with or without Convai’s help - you choose what works best for you.

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Overview of how Oration works

Watch Oration in action to see how easy it is to use and how it can better manage the conversations in your contact centre operations.

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