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.
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:
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- 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
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.
Reports include:
- 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).