PRODUCT SUMMARY

ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The dashboard is easy-to-use and customizable with drag-and-drop features.

ethosAnalytics Overview

  • Metrics By Channel – Daily
    This report shows the performance of call centers/groups with a comparative view of multiple metrics.
  • Dashboard Operational Costs & Trending
    Report includes views for cost-per-activity, ‘what-if’ analysis, trending, and summaries of data.
  • Dashboard Real Time & Historical
    Contains reports for real-time queue and agent activity, as well as historical, to the last interval queue report and graphic
  • Max Staffed Agents By Day
    Report includes daily list of all configured users, user types, and differentiates between enabled and disabled users as related to the site / location / switch.
  • DN Utilization Report
    This report shows the distinct number of DNS used on a daily basis.
  • Daily High-Water Mark
    Daily list of all configured users, user types, and differentiating factors between enabled and disabled users.

Predictive Analytics

ethosAnalytics can help preempt the potential loss of a customer by enabling you to automate searches for buried details and trends with predictive analytics.

Insights impacting customer experience

Personalized, interactive, management-level dashboards enhance the visibility of organizational strategy and align actions around key performance indicators (KPIs) for quick, accurate and more effective decision making.

Location intelligent mapping

Gives access to integrated location data and shows trends related to business locations or customer clusters.

Mobile display

Delivers KPIs anywhere and anytime via smartphones and tables, highlighting strategic areas which are of the greatest concern.

Customizable dashboards

Refine reports by dragging and dropping new data elements onto reports. One-click functions such as table pivot, ranking, filters and the ability to add commonly used calculations helps users better understand and leverage reports and more efficiently analyze data.

On-demand reports

Provides users with the flexibility to request reports at anytime and subscribe to specific reports on a pre-determined, scheduled basis, or automatically when data is refreshed.

Web services integration

Provides a full range of data access, presentation and information delivery capabilities integrated into any web application portal.