Segmentation and Profiling
Select any set of customer interactions or agent activities and group them by segmentation variables and compare them by profiling fields, measures (i.e. numeric values), and metrics (i.e. computed values) to spot trends and correlations.
Find What and Who Delivers Results
Group your performance data by lead sources, affiliate partners, brands, customer segments, dialed numbers, queues, agents, sites, or vendors, then map to sales, order size, retentions, upsells, first call resolutions, and CSAT scores.
Create Cross-System Measures
Create new business metrics calculated using fields and measures from multiple systems and then slice and dice. Use your imagination: average revenue per call or agent teams, average customer satisfaction ratings by marketing program, product, or…