Insights
Insights provides deep analysis of agent performance using ChatGPT-style research for conversations, allowing users to monitor, experiment, and understand every agent action to optimize conversation design and performance.
KPI MonitoringProduct AnalyticsExperiment AnalyticsContact Center AnalyticsAI Support Automation
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Features
Evaluate and optimize agent performance
Track agent performance against critical metrics like CSAT and case resolution
Investigate data trends with one-click exploration
Gain insights with automated conversation tagging and categorization
Experiment with variations of agent behavior to improve engagement
Personalize agent interactions based on customer profile and agent memory
Monitor conversations with always-on reviewing and alerting
Audit agent actions by viewing knowledge sources and systems accessed
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