New Statistics module – When one standard isn’t enough
Contact centers operate differently. Organizations are structured differently. And insight needs vary by role. A single fixed standard for statistics is rarely sufficient as work becomes more data-driven and needs become more specialized.
With our new statistics module, you gain access to a flexible and modern analytics environment that combines multiple data points with greater freedom to create your own dashboards and reports. .
More data – stronger decision-making
The module includes new, more detailed operational data, including expanded insights into call patterns, service levels, workload, and performance. At the same time, the data foundation is more transparent, making it clear what is measured – and how.
This provides a stronger foundation for both daily operations and continuous optimization.
Build your own dashboards
Flexibility is at the core of the new module. With a library of predefined, dynamic, and interactive widgets, you can create dashboards that match your needs. Filter by time period, queue, team, or other relevant dimensions — and adjust as requirements change.
Dashboards also form the basis for reporting. Once a dashboard is configured, it can be automatically distributed as a report at set intervals to the appropriate recipients.
Master dashboards for inspiration
To provide a structured starting point, we have developed four theme-based master dashboards:
- Contact Center Efficiency – overview of volume, wait times, and service performance
- Contact Drivers – insight into why and when customers reach out
- Customer Experience – focus on CSAT, NPS, and the overall customer experience
- Workforce Insights – work patterns, workload, and skill development
Master dashboards are intended as inspiration. You can copy and adapt them as needed to create a solution tailored precisely to your organization
The result is a single, unified statistics environment that makes it easier to work with insights in a structured way — without adding complexity.
