Want to understand what OmniServe Analytics measures and how it supports team decisions? Here are answers to the most common questions.
What analytics views are available in OmniServe?
OmniServe Analytics includes three main views: Inbox Analytics for tracking engagement activity, SLA Analytics for monitoring service level compliance, and Agents Analytics for tracking productivity and satisfaction.
What are the key metrics available in Inbox Analytics?
Inbox Analytics displays core engagement indicators such as Total Engagements, Total DMs, Comments, and Completed Engagements, alongside trend and efficiency metrics including Average SLAs, Average Handle Time (AHT), and engagement distribution across routings and teams.
What is the difference between Hits and Misses in SLA Analytics?
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 the two helps identify performance gaps and recurring delays.
How does Agents Analytics help supervisors?
Agents Analytics provides comprehensive visibility into productivity, availability, SLA compliance, and customer satisfaction. Supervisors can track each agent's performance through metrics such as Avg. FRT, Avg. TTC, Compliance Rate, and CSAT Score, enabling data-driven decisions.
Can analytics data be filtered by a specific time range?
Yes, the analytics views support selecting a specific date range for displaying data, allowing supervisors to compare performance across different time periods and track trends over time.
For details on each metric and how to use it in performance evaluation, refer to the detailed guide for each analytics view.