OmniServe Analytics provides structured visibility into how engagements are handled within the Inbox. These metrics are represented through visual charts and performance tables to support clear and actionable analysis within the Analytics views.
Inbox Analytics
Inbox Analytics highlights core engagement indicators such as Total Engagements, Total DMs, Comments, Replied Engagements, and Completed Engagements, offering a clear snapshot of inbox activity within the selected date range.
Trend and efficiency metrics including Engagements Over Time, Completed Engagements Over Time, Average SLAs (TTC, FRT, NRT, TUT), and Average Handle Time (AHT) reflect how consistently engagements are assigned, responded to, and resolved.
Workload visibility is further supported through Engagement Distribution Over Routings and Engagements Completed by Teams, enabling supervisors to evaluate routing effectiveness and team-level contribution.
Inbox analytics dashboard
SLA Analytics
SLA Analytics focuses on service level compliance across engagements. It tracks Average SLAs (FRT, NRT, TTC, TUT) along with overall Hits and Misses, providing a direct measure of adherence to defined response, assignment, and completion targets.
Hits represent engagements where SLA targets were met within the expected timeframe, while Misses indicate cases where response, assignment, or completion exceeded the allowed time. Monitoring the balance between Hits and Misses helps identify performance gaps and detect recurring delays.
Trend indicators such as Hit or Miss Engagements Over Time and SLAs Time Distribution provide additional insight into when SLA deviations occur and how engagements perform over time.
Agents Analytics
Agents Analytics provides visibility into agent productivity, availability, SLA compliance, and customer satisfaction.
Key indicators such as Agent Status Overview and Agent Inbox Performance reflect how agents manage their time and assigned engagements. SLA performance is measured through Avg. FRT, Avg. NRT, Avg. TTC, Hits, Misses, and Compliance Rate, allowing supervisors to benchmark responsiveness and service adherence.
Customer satisfaction is tracked through Agents CSAT Score and Agents CSAT Score Over Time, providing a direct indicator of service quality alongside operational performance.
Together, these key metrics enable data-driven monitoring of engagement volume, SLA compliance, agent efficiency, and customer satisfaction within OmniServe.
Agent analytics dashboard