Insights Manager
Insights Manager Overview
Analyze metrics, investigate interactions, and uncover insights for data-driven decisions with Insights Manager.
ASAPP’s Insights Manager aims to provide relevant and actionable learnings from your data. Insights elevates trends impacting your customers, provides live activity monitoring, volume management tools, in-depth performance analysis and reporting, and tools to conduct investigations on customer interactions.
Insights Manager includes three primary functions:
- Live Insights, to track and monitor agent activity in real-time
- Historical Insights, to perform data analysis and output in-depth reports
- Conversation Manager, to conduct investigations on customer interactions
Live Insights
Live Insights is your go-to platform to track and monitor agents, conversations, and performance activity in real-time.- Track agent performance in real-time
- Monitor conversations as they happen through the live transcription service
- Whisper to agents as customer interactions happen to guide and course-correct behaviors
- Keep an eye on all your live performance metrics such as handle time, queue volume, and resolution rate
- Mitigate high queue volume to better manage instances of high traffic
Live Insights
Visit Live Insights for a functional breakdown of reporting interfaces and metrics.
Historical Insights
Historical Insights is a powerful tool to analyze performance metrics, conduct investigations, and uncover insights to make data-driven decisions.- Access core performance dashboards pre-populated with your data, and ready to conduct analyses
- Program dashboards provide a deep overview of primary conversation and agent metrics
- Automation & Flow dashboards provide insights into the performance of flow containment, successful automations, and intent performance
- Operation & Workforce Management dashboards provide in-depth data to understand how agents are utilized, and pinpoint areas that are ripe for improvement
- Outcomes dashboards provide a view into the voice of the customer
- Content creators can create and share dashboards with members of your organization
- Automate report sharing based on your preferred schedule. Attach data to automated emails to continue investigations into your preferred tools
Conversation Manager
Conversation Manager provides robust features to help you conduct investigations on customer interactions. Use the tools provided to find relevant conversations to support your quality control needs, to deepen research initiated in Historical Insights, or to review performance data associated with your conversations.- Find all captured conversations, regardless of channels
- Filter and drill-down into conversation content based on performance data, metadata, keywords, and personal customer identifiers
- Review feedback survey data submitted by customers
Users & Capabilities
Insights Manager supports two main types of users: Workforce Management Leaders and Business Stakeholders.| Workforce Management Leaders | Business Stakeholders |
|---|---|
| Who: Supervisors, Managers, and Front Line Leaders directly involved in the day-to-day management of individual or multiple contact centers. | Who: Business & CX Analysts, Program Managers, and Directors directly working with ASAPP teams to implement and optimize for business goals. |
| What: Managing agent staffing and contact center volume; Monitoring agent performance and customer satisfaction levels; Involved in coaching and quality management efforts. | What: Focused on optimizing for specific business goals; Creating and synthesizing data for end-to-end reporting; Detecting trends and improving customer experience insights. |
Monitoring Capabilities
| Workforce Management Leaders | Business Stakeholders | |
|---|---|---|
| Queue Groups & Personalization | ✓ | ✓ |
| Queue Performance | ✓ | ✓ |
| Agent Monitoring | ✓ | ✓ |
| CSAT Monitoring | ✓ | ✓ |
| Viewing Live Conversations | ✓ | - |
| Whisper | ✓ | - |
| High Queue Mitigation | - | ✓ |
| Chat Takeover | ✓ | - |
| Queue Overflow Routing | ✓ | - |
Reporting Capabilities
| Workforce Management Leaders | Business Stakeholders | |
|---|---|---|
| Core Historical Reports | ✓ | ✓ |
| Creating & Sharing Reports | ✓ | ✓ |
| Data Definitions / Dictionary | ✓ | ✓ |
| Viewing Conversations | ✓ | ✓ |
| Filters | ✓ | ✓ |
| Notes | ✓ | ✓ |
| Search | ✓ | ✓ |
| Export | ✓ | ✓ |
Management Capabilities
| Workforce Management Leaders | Business Stakeholders | |
|---|---|---|
| Business Hours | ✓ | - |
| Users | ✓ | - |