Everything is tracked on
our platform and made available to you on dashboards and excel reports.
What all we track and store for you to analyze your journey
Customer journey
- Total customer connects
- Drops during the journey
- Per customer queue wait time
- Live customer queue
- Time stamp of each connect
- Business success numbers
- Product or use case wise data
- Total and unique attempts
The video interaction
- Number of video calls
- Length of each video call
- Number of docs captured
- Complete workflow tracking
- Chat messages
- Files shared
- Customer device details
- Customer IP and location
Employee performance
- First login and last logout time
- Number of calls handled
- Total call and video time
- Average handling time
- Breaks and on job time
- Performance as per business
- Employee bandwidth
- Team or group wise data
Video call center level analysis
A video banking platform needs to be analyzed like a video call center. All our dashboards and reporting modules help analyze every part of the operations, customer journey and performance metrics.
Master summary dashboard
A live and real time dashboard with total call volume, Business success numbers, Average call time or AHT.
Employee group or pool wise dashboard
Create your own employee groups basis product, line of business, location etc and analyse their specific data in a real time dashboard.Employee performance dashboard
Track the performance of each employee wrt the calls assigned to them, business success numbers, AHT, call time, break time etc.
Live customer queue
Know the number of customers in queue per process or team in real time and increase or decrease your workforce.
Video Bank
All recorded videos available in a video bank and searchable using various parameters. Just click on a video and play.
