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...

“From the very start, CSI has been extremely responsive to our needs, and provided unmatched support throughout the procurement and implementation phases.  Virtual Observer has been extremely easy for all of our users to understand and begin utilizing immediately.  Considering our relationship with CSI so far, I have little doubt about future success with the Virtual Observer call recording solution and obtaining the results we desire from our investment.”

– Jared Wojcikowski
Contract Evaluator