Actionable Contact Center Insights for Smart Decisions
The Upstream Works Advanced Analytics and Reporting Platform^ delivers deep contact center insights with real-time and historical dashboards and customizable visualizations to enable informed decision-making.
Operate with Efficiency
Gain a real-time and historical view of contact center performance, identify trends, reduce inefficiencies, and make faster, more confident decisions.
Elevate Team Performance
Role-based dashboards give supervisors instant visibility into agent activity, queue performance, and key outcomes, so you can keep service levels on target.
Deliver Better Outcomes
Surface the metrics that matter most, like AHT, FCR, CES and CSAT, so your team can act on what's working and fix what isn't.
Turn Your Data into Meaningful Improvements with Real-Time & Historical Dashboards
Gain valuable insights into contact center performance with powerful real-time and historical dashboards.
These role-based dashboards and rich data visualizations offer easy-to-view key metrics and trends across customer experience, agent performance, and operational efficiency.
Interactive dashboards make it easy to spot issues, track progress and take timely action. Whether monitoring live performance or reviewing historical data, you'll gain the insights needed to drive meaningful improvements. Dashboards include:
- Contact Center Overview
- Customer Experience Overview
- Team & Agent Overview
- Real-Time Performance
Drive Better Business Outcomes with Customizable Enterprise Dashboards*
Create and tailor dashboards with advanced visualizations, flexible designs, smart automation, and seamless data integration. Drive data-informed decisions and better business outcomes with customized real-time and historical dashboards.
Seamless integrations with third-party data sources provide a deeper, more comprehensive view of contact center performance.
Customizable Enterprise Dashboards include:
- Easy dashboard creation and sharing
- Advanced visuals and branded theme
- Real-time and historical data cubes
- Flexible data architecture
- Automation with scriptable events
- Cross-platform and third-party data support
Gain Visibility & Insights with Omnichannel Dashboard Reports
Omnichannel dashboard reports provide interactive data exploration for deeper insights and are easily shareable.
The enhanced report layout allows for better readability and analysis.
- Skill Activity
- Agent Activity
- Interaction Detail
- Transfer Activity
- Contact Reason & FCR
AI Performance Management
Optimize efficiency with AI performance analytics, reports, and A/B testing. A/B test and compare multiple AI providers across the same types of conversations to evaluate the performance of your AI applications.
AI A/B testing also includes queue-specific analysis, intent and summarization testing.
Enterprise Data Efficiency & Governance
The Advanced Analytics & Reporting Platform features efficient data management, real-time processing, and flexible aggregation, ensuring accurate and consistent data for reliable, actionable insights.
Standard Reporting for CUIC & SSRS
Upstream Works standard reports include the systematic analysis of data from various information sources, turning numbers into valuable business insights. Standard reporting includes a rich set of real-time and historical reports on omnichannel data.
Stay informed on Key Performance Indicators (KPIs) with quantifiable measurements, including Customer Satisfaction (CSAT) and Customer Effort Scores (CES).
^ The Upstream Works Advanced Analytics and Reporting Premium tier is available with Upstream Works 6.5 desktop solutions. The Enterprise tier is available with an additional license and professional services engagement. * The Upstream Works Advanced Analytics and Reporting Enterprise license is required.
Talk to Our AI & CX Experts
Explore our AI-powered omnichannel solutions and learn how you can turn your data into measurable impact.