Analytics Category Statistics

Supervisors or managers can use the Analytics Category Statistics report to follow up on their teams and agents' performance according to specifically defined categories, such as billing, tech support, etc. and can be used to improve customer satisfaction and operational efficiency.

Example of improvements using Analytics Category Statistics report:

  • Improve overall customer satisfaction (CSAT) by focusing on low performing teams and agents with low customer sentiment and frustration on specific categories.

  • Improve First Contact Resolution by focusing on teams and agents with low resolution rate (%Resolved), and analyzing agents with high average of contact duration related to specific categories

The Analytics Categories Statistics report provides statistics at the level of the teams and agents and information on:

  • Agent or customer sentiment for positive or negative sentiment on entire contact or on begin/end of the contact

  • Customer frustration over the entire contact

  • Agent resolution rate (%Resolved)

  • Average contact duration

The report can be used to identify areas where agents may require coaching or training to improve their overall performance.

This report is an advanced business intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for Prebuilt BI Reports.

You can access this report from Reporting > Prebuilt Reports. Select the report from the list, define the report parameters, and click Run Report.

You can filter inside of the report, but only within the original parameters you defined when you ran the report. For example, if you defined the report date range as July-August, you can only filter inside of the report within those two months.

Very Bad Bad Neutral Good Very Good
% Negative Sentiment (all negative sentiment metric) >=85% 70%-85% 20%-70% 10%-20% <=10%
%Positive Sentiment (all positive sentiment metric) <=15% 15%-30% 30%-60% 60%-80% >=80%
%Frustration >=75% 50%-75%> 20%-50% 10%-20% <=10%
%Resolved <=25% 25%-50% 50%-70% 70%-85% >=85%

Sally manages teams of agents. She's interested in looking at the overall data regarding their interactions over the last month, and drawing her own conclusions.

She runs the Analytics Category Statistics report, defining the time period, selecting a dataset, the specific teams and agents, and channel types. After she clicks Run Report, a second prompt page opens. She selects any required categories and clicks Run Report again. The report results opens.

Sally can analyze the results and find topics (categories) where teams or agents require further coaching or training by analyzing “% negative client sentiment”, “% Frustration”, duration, silence %resolved and other parameters.

You must have the following permissions enabled in Admin > Security > Roles and Permissions to view this report:

  • Reporting > General BI Permissions > Report Viewer

  • Reporting > BI Reports > Analytics Categories Statistics Report

You can learn more about this report by watching a short video training.