Know the Interface
The Customer Experience application allows supervisors to access specific call details and aggregate analytics from the following dashboards:
- Recent Calls: Search for the past and recent call details in real time based on the date range filter. Get to know the path taken by each call from entry to exit.
- Dominant Paths: Learn about the top ten dominant paths taken by callers in IVR, accompanied by visual representation.
- IVR Metrics: Displays graphical metrics of the IVR path taken by all calls entering your contact center and drills down the IVR path taken during the specified time period.
- Post Call Survey: Access and analyze the Post Call Survey results processed by Customer Experience.
Customer Experience can be accessed via . Go to Customer Experience to see the dashboards.
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