Reports & dashboards
See the service operation from more than one angle.
Voz360 provides multiple reports and dashboards for customer service operations. Bring conversation activity, voice work, quality review and workforce information into your management process, with the context behind the measures.
THE WORKFLOW, EXPLAINED
What can teams report on in Voz360?
Voz360 provides multiple reports and dashboards for conversations, calls, agents, teams, quality and workforce operations. Managers can use these views to examine service activity and investigate where staffing, handling processes or quality review need attention.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Reports & dashboards
Review the work moving through customer service
Service reports help teams review how conversations and calls are handled. Use the relevant agent, team and interaction views to understand activity and identify the workflows that need closer attention.
Review conversation activity by agent and team.
Inspect conversation handling, transfers and service activity.
Review inbound and outbound call information.
Use call history to inspect the context behind voice activity.
Reports & dashboards
Bring quality and workforce context into the review
Volume alone does not explain a service operation. Quality assessments and workforce information add context about the interactions and the people handling them. Use these views when deciding what to investigate, coach or re-plan.
Review quality assessment and scoring information.
Inspect customer feedback in the service context.
Compare planned schedules with recorded agent activity.
Use workforce and adherence views in operational management.
Reports & dashboards
Discuss the definition before acting on the number
A useful dashboard needs a shared understanding of its measures. Confirm the time window, filters and source of a report, then open the underlying conversation or call when the team needs to investigate a result.
Choose the reporting view that matches the operational question.
Confirm the time period and available filters.
Review the source interaction when a number needs explanation.
Use the findings to plan a concrete service, coaching or staffing action.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Investigate a recurring service bottleneck
A manager sees more follow-up work during one shift. Conversation activity, voice handling, quality findings and staffing information each explain a different part of the pattern.
- 01
Ask
Define the operational question before selecting a report.
- 02
Inspect
Review the relevant team, interaction or workforce view.
- 03
Connect
Compare the finding with conversation history and quality evidence.
- 04
Act
Choose a coaching, process or staffing action to review next.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind reports & dashboards.
What areas do Voz360 reports cover?
Voz360 includes reports and dashboards spanning customer conversations, voice activity, agents and teams, quality review and workforce operations. The available view and its definitions should be matched to the question your team needs to answer.
MAKE THE EVALUATION SPECIFIC
Start with the question your dashboard must answer.
Bring the reports and management decisions you want to support.