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Analytics
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eGain Service offers comprehensive
reports and real-time monitors, dashboards,
and alarms for operational performance
management.
Reports
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Real
time and scheduled reports. |
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Manage
access to reports. |
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Record
history of all reports: log history
of all generated reports. |
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Create
parameterized reports to report
on just the items of interest
to you and your organization.
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Include archived
activities in reports. |
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Get reports
data in various formats, PDF, Excel,
etc. Paginated reports for large data.
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Print reports.
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Only selected
users can have access to run, view reports.
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Flexible infrastructure
to create custom reports. |
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Advanced analytics
to detect trend in interactions. |
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Monitors and alarms
Monitor agents, queues, and system services.
If an agent or queue exceeds the number of
open issues an alarm is sent to the manager
and the excess issues are automatically forwarded
to an alternative agent or queue. eGain Service
also supports multi-shift operations so you
can offer “follow the sun” service.
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Ensure agents
and queues do not become “overloaded”
with issues. |
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Quick notification
when alarm levels exceeded. |
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Overflow monitoring.
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Service level
alarms. |
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Agent quality
monitoring. |
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Multi-installation
monitoring. |
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System logs.
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Set limits
on number of open issues for any queue
or agent. |
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Multi-shift
management: track activity and workload
on multilevel queues. |
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System status
view of services and components. |
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Configurable
display on monitoring screens. |
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Knowledge dashboard
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Monitor the
health of the contact center without
running lengthy reports. Users can create
dashboards with multiple pieces of information
which would enable a user to manage
their contact center more effectively.
Real-time information |
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Monitors multiple
types of information, including article
access, article usage, self-service
sessions, escalations, and self-service
activity |
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Graphical
display of information is easily understandable
at a glance |
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The eGain Customer Interaction Hub Advantage
Investing in any eGain Service product means acquiring
the industry’s leading
platform for multichannel customer interaction hubs.
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