Unlock Real-Time Insights with Mediatel CX Reporting Module

In today’s fast-paced Contact Center environment, real-time performance insights aren’t just a luxury but essential. Our enhanced reporting modules equip you to stay ahead and make data-driven decisions that impact results.

Mediatel Data CX’s Reporting Module offers powerful, customizable tools to help you monitor and optimize your operations in real time.

Discover how dashboards, wallboards, and customizable reports can help you make data-driven decisions and achieve your goals.

IVR Visual Reports

Our CX Reporting Module offers an intuitive graphical view of your IVR processes. With the visual IVR reporting tool, users can easily monitor each branch of the IVR system, with statuses displayed in real time. This visual map lets you simultaneously identify flow performance, bottlenecks, and completion rates, empowering you to make informed, data-driven adjustments for smoother customer journeys.

The same powerful visualization tool applies to our Ticketing System (non-vocal interaction platform), providing a complete view of each ticket's status. With visual reporting, you can track ticket progression through each phase, from creation to resolution, ensuring that nothing falls through the cracks and that service standards are consistently maintained. This level of insight is invaluable for Supervisors and agents alike, promoting efficient handling and enhanced customer satisfaction across every interaction.

Operational Reports

Empower your Supervisors with insights into agent and Contact Center performance. Our enhanced reporting module, integrated into the Supervisor application, provides instant access to critical metrics, including over 250 KPIs, enabling you to make informed decisions and optimize team performance.

The Mediatel Data CX Reporting module allows you to generate custom reports on demand, providing you with the flexibility to analyze data in any way you need.

It provides selectable predefined Key Performance Indicators (KPIs) for the exported data. This feature lets users choose specific KPIs relevant to their reporting or analysis needs before exporting the data. All reports are exportable in various formats, including .xls, .txt, .csv, .htm, and .html, ensuring compatibility with your preferred tools.

Mediatel Data CX Reporting includes robust alerting and notification capabilities for predefined thresholds and KPIs. This ensures stakeholders receive immediate alerts when critical levels are reached, or key metrics deviate from targets. This proactive feature helps teams respond quickly to maintain optimal performance and service quality.

Dashboards

With our interactive dashboards in the Interaction Analytics tool, you can go beyond basic data views and delve into meaningful insights. These dashboards are designed for quick interpretation and in-depth analysis, tailored to support your unique goals and maximize the potential of your data.

? Track Key Metrics like call volumes, agent productivity, and customer satisfaction rates.

? Compare Historical Data to spot trends, enabling more accurate forecasting and strategic adjustments.

? Customizable Views let each team create a setup that fits their specific roles, from supervisors needing detailed agent performance to managers overseeing high-level KPIs.

Cross-Channel Integration

See the full picture of your customer interactions across all channels—voice, chat, email and social. Our dashboards integrate data from each communication channel, giving you a unified view of customer engagement and performance metrics, ensuring a seamless customer experience across platforms.

Drill-Down Capabilities

Go beyond surface-level insights with drill-down options that allow you to explore specific metrics in detail. For example, you can view call handling times by agent, analyze customer satisfaction scores by channel, or examine first-contact resolution rates across different times of the day. This level of granularity enables precise analysis and targeted improvements.

Stay ahead of the curve with live data feeds that refresh instantly to reflect ongoing activity in your contact center.

Wallboards

Mediatel Data’s wallboards provide your Contact Center with instant visual updates on critical metrics, ensuring every team member is aligned with current performance targets.

Displayed on large screens or accessible from individual devices, these wallboards serve as a centralized view of live data, helping teams stay proactive, motivated, and responsive to real-time demands.

? Live stats on service levels, queue times, and active agent availability.

? Alerts that notify you of any call volume spikes enable swift resource allocation.

? Custom displays tailored to your preferred metrics, helping teams stay proactive and responsive.

Wallboards are designed with engaging visuals and color-coded indicators to make data easy to interpret at a glance. Bold visuals highlight areas that need attention, or color-coded signals indicate performance trends, helping teams spot issues or achievements immediately.

Whether your team works in a single office or is distributed across locations, Mediatel Data’s wallboards can be displayed on any screen, from large monitors to individual dashboards on remote devices. This flexibility ensures everyone is aligned with the latest performance data regardless of location.

Our Commitment to Your Success

We believe that empowered teams lead to exceptional customer experiences. Our CX Reporting Module is part of our commitment to delivering solutions that enhance your operational efficiency and customer satisfaction.

We’re constantly evolving our offerings to meet your needs, incorporating feedback and the latest technologies to ensure you’re always a step ahead.

Ready to Explore More?

We’re constantly evolving our offerings to meet your needs, incorporating feedback and the latest technologies to ensure you’re always a step ahead.

?? Real-Time and Historical Reporting

Monitor current operations and analyze past performance to identify trends and make informed decisions.

??? Customizable Dashboards and Wallboards

Create tailored visualizations to display key performance indicators (KPIs) relevant to your business needs.

?? Automated Alerts and Notifications

Set predefined thresholds for KPIs to receive immediate alerts when critical levels are reached, enabling prompt action.

?? Data Export and Integration

Export reports in various formats, such as .xls, .txt, .csv, .htm, and .html, and integrate with other systems for comprehensive data analysis.

?? Advanced Analytics and AI-Driven Insights

Utilize artificial intelligence to gain deeper insights into customer interactions, predict outcomes, and optimize operations.

Transform Your Contact Center with Real-Time Insights!

?? [email protected] ?? +40 722 744 417 ?? www.mediatel.ro