Available to all AVOXI License holders, AVOXI Admins can view the analytics on all agents, allowing them to make thoughtful and informed decisions.
As a Genius Admin, you have the ability to create call dispositions within a Team or at an organizational level on all direct inbound and outbound calls.
As a Genius Admin, you have the ability to view your "Outbound Call" metrics which gives you the ability to monitor your outbound call activity at an organizational level.
The IVR report is available to all AVOXI Genius account holders (no license required).
As a Genius Admin, you have the ability to view your "Number Metrics" which gives you the ability to monitor inbound and outbound call activity as well as the average call duration.
As a Supervisor or Admin, you have the ability to monitor how many calls are transferred, by which agent, to which team on any particular date or time.
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Quality Management is a process that can help ensure customer interactions are aligned with business goals.
Using "Share Report" you can easily email the content of any report to other Genius users or external users via email.
Using the "Download" functionality you can filter and download reports in PDF format directly to your desktop.
Scheduled Reports gives Genius license holders with Admin/Supervisor Roles the ability to proactively send prebuilt reports containing relevant business metrics to internal users and specific email addresses at specified intervals.
Service Level is defined as the percentage of incoming calls to a Team that is answered by an agent within a set amount of time.
The Snapshot Dashboard is available to all Genius Licenses holders and gives Admins/Supervisors the ability to view agents and team call metrics.
Advanced Reporting is available to both Contact and Enterprise license holders and gives Admins and Supervisors the ability to monitor team calls by number(s).
AVOXI’s Call Journey functionality gives Enterprise and Contact License holders the ability to track each call's journey from when it enters the contact center until the call is terminated.
The Teams Report / Dashboard allows admins to view the analytics on all Inbound Team Calls.