Saturday, February 4, 2023

What does ChatGPT know about the merits of Communication Analytics?

We asked ChatGPT about the merits of real time and historical metrics for communication managers.  

It sure sounds like ChatGPT could write the script for Shadow All In One Analytics!

Merits of Real-Time Call Analytics and Reporting

Call centers are a critical part of modern customer service operations, handling thousands of calls every day. To manage these operations effectively, it's crucial to have real-time call analytics and reporting tools in place. These tools provide valuable insights into call center performance, allowing managers to make informed decisions that can improve the customer experience and drive business results.

Historical Call Accounting and Call Queue Reporting

Historical call accounting provides a detailed overview of call center performance over time, helping managers to identify trends and patterns in call volume and wait times. This information can be used to optimize staffing levels, reduce wait times, and improve call handling processes.

Call queue reporting provides real-time data on call volume, wait times, and other key metrics, allowing managers to monitor performance in real-time and respond quickly to changes in call volume. This information is particularly useful for identifying call spikes, which can be caused by promotions, special events, or other factors.

Real-Time Dashboards and Wallboards

Real-time dashboards and wallboards are critical for monitoring call center performance in real-time. These tools provide a visual representation of key metrics, such as call volume, wait times, and agent availability, allowing managers to quickly identify areas of concern and take action to improve performance.

Triggers for Notification of Call Events

Triggers for notifications of call events, such as abandoned calls, long call waiting times, and overflow times, help managers to stay on top of performance issues and respond quickly to improve the customer experience. For example, if an agent is taking too long to handle a call, a trigger can be set to notify the manager, who can then take action to resolve the issue.

Inbound and Outbound Leaderboards

Inbound and outbound leaderboards provide real-time rankings of agents based on key metrics, such as call volume, wait times, and customer satisfaction. This information is valuable for motivating and coaching agents, as well as for identifying areas of improvement.

Quality of Service Metrics

Quality of service metrics provide a detailed overview of call center performance, allowing managers to evaluate the quality of the customer experience. These metrics can include call wait times, abandonment rates, and customer satisfaction scores, and can be used to identify areas of improvement and make data-driven decisions.

In conclusion, real-time call analytics and reporting tools are essential for managing call center operations effectively. By providing valuable insights into call center performance, these tools help managers to make informed decisions that can improve the customer experience, drive business results, and optimize call center operations.

Find out about Shadow All In One Analytics 


Shadow All In One Analytics on Avaya DevConnect Marketplace

Shadow All-In-One Analytics for Avaya Cloud Office offers a cloud-based solution for capturing, processing, reporting, and archiving transactions across all configurations including single and multi-site deployments. Organizations using the application have complete visibility across the entire spectrum of a corporate collaboration ecosystem for any specified length of time. The product provides historical call accounting, call center reporting, call recording playback, real-time agent/queue dashboards, team collaboration adoption metrics, custom integrations, and emergency notification. By leveraging the latest technologies, Shadow All-in-One Analytics empowers enterprises to increase adoption of new technologies, remove bottlenecks, reconcile expenses, facilitate team collaboration, improve customer experience, and..



Wednesday, February 1, 2023

RSI Executives Attending Enterprise Connect 2023

For over 30 years, Enterprise Connect has been the leading conference and exhibition for enterprise communications and CX in North America. Enterprise Connect is where the enterprise IT community gathers to exchange knowledge, network with peers and experts, and explore new technologies and strategies for communications and collaboration.

Whether it’s your Contact Center, Unified Communications, A/V, or Security and Compliance, your enterprise’s collaboration needs have never been more critical or in flux. Now is the time to make sure your plans address the needs of your business today and scale for the future.

Enterprise Connect provides expert education and innovative solutions for the communications/collaboration/CX industry. The conference provides insights, networking, & products the industry relies on to keep informed and connected.

Resource Software International Ltd. (RSI) will be in attendance, joining colleagues and partners in attending sessions.  See you there!

Event Dates:

March 27-30, 2023
Gaylord Palms,
Orlando, FL