Where do I find the insights i am looking for?
Welcome to introduction pages for the Mobile Service Cloud's analytics and dashboard capabilities. Our goal is to help you understand how these tools can provide valuable insights into your service operations, ensuring you can make informed decisions with ease. The Agent Inbox reporting and analytics suite is designed to fulfil various data needs of our contact centre customers, from simple everyday insights, to deep dives for long term strategic and or operational day-to day decision making.
Here’s a breakdown of what our analytics suite has to offer:
In-App Reporting: The in-app reporting allows all customers to access essential data directly from within the Mobile Service Cloud application. This reporting allows all customers to view the numbers of conversations during their operations, making it easy to track performance and spot trends across users, web stores, channels and tags.
Advanced Analytics Dashboards : For a more in-depth dive into your data, the advanced analytics dashboards for Pro customers are designed to help you visualize complex data sets, monitor key performance indicators, and identify patterns crucial for strategic planning and optimisation.
Real-Time Wallboards: To manage day-to day operations across various axis, the wallboards provide real-time insights to run your contact centre. These dynamic displays offer continuous updates on critical metrics, ensuring you’re always informed about the current status of your contact centre operations. This real-time visibility enables proactive management and quick decision-making.
Data warehouse: If the insights provided by the reporting, dashboards or wallboards do not cover your specific organisational needs, Pro customers can also directly access their raw data (within the data warehouse) to create the insights they need.
With these tools, the Mobile Service Cloud reporting and analytics capabilities equips you to track, analyze, and enhance your contact centre operations effectively. We encourage you to explore these features further to unlock their full potential and drive success in your omni channel communication strategies.