Dashboard Analytics & Performance Reporting

Unlock the power of your contact center performance data

View real time performance data within custom dashboard environmentsVirtual Observer Dashboard Analytics Screenshot

Virtual Observer performance reporting and trend reporting are now available as real-time dashboard components, giving you a dynamic, drill-down glimpse into your most important call center metrics.

Customize the layout of each user’s dashboards so they have immediate access to the data they need most often. “Dashboard Designer” gives you all the power to visualize the emerging trends as they occur.

Virtual Observer comes preloaded with a large assortment of ready-to-go performance and trending reports, including agent performance reports, question performance reports, attainment reports, and more, all available within our web-based user interface.

Virtual Observer’s dashboards allow you to drill down through multiple levels, from organization-wide data to department views to agent views down to question views and the ability to click right to the referenced event’s recording.

Virtual Observer’s dashboard analytics pulls in data from several bundled reporting templates, including:

  • Average Handle Time (AHT)
  • AHT Comparison
  • AHT Trending
  • Number of Recordings
  • Evaluations Comparison
  • Evaluations Trending
  • Agent Performance by Supervisor
  • Agent Performance by Event Type
  • Question Performance
  • Agent Trending
  • Agent Type Trending
  • Evaluator Trending
  • Event Type Trending
  • Supervisor Trending
  • Question Trending
  • Delivered Content Reports
  • Attainment Reporting
  • Speech Analytics Phonetic Discovery (available with our Call Insight module)

Do you have unique business requirements?

Custom reports can be delivered based on any data captured in the VO database. Our professional services team can provide you with a cost effective custom reporting solution.

What Our Customers Are Saying...

A healthcare facility in the mideast US installed Virtual Observer a few years back as part of a call recording and quality assurance initiative:
“We monitor all incoming and outgoing calls for 40 agents. By recording all calls and auditing data and productivity reports for each team, individual registrar and nurse managers can determine how to reduce hold times, transfer fewer calls and provide more callers with what they need with just one call. This tool also improves management’s ability to train and coach staff to enhance the customer experience. The call center uses internally designed evaluation templates to measure quality, accuracy and completeness of contact with families.”