Add-on

Keen IO Contact Center Analytics

Out-of-the-box contact center reporting powered by APIs

One of the most important aspects of a contact center is operational visibility. Keen's Contact Center Analytics Add-On gives your contact center supervisors operational tools to manage their teams in real-time. The add-on includes out-of-the-box standard contact center reports, as well as an exploratory query interface and the ability to drill down into your raw task data.

Keen?s Add-on enables you to monitor your contact center with out-of-the-box dashboards, explore deeper insights in your data with a point-and-click visual explorer (?no code or knowledge of SQL required), and build extensions on a well-documented API.

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  • Dashboards out of the box

    Dashboards provide operational trends and metrics to help supervisors understand what is happening in their contact center. The data help your operators answer questions like: Are queues backed up? Are we meeting our SLAs for each queue? Should we staff more workers? What are our busy times vs our slow times?

  • Deep dive into your data

    In addition to standard reports, an exploratory data interface gives operators the ability to drill down into their detailed operational data, without the need to make a request to IT. Operators can do ad-hoc analysis to determine, for example, if a spike in wait time is related to a single agent's performance, or to find out more details about a particular queue, agent, or task type.

  • Seamless integration

    If you're already using TaskRouter, you can start seeing new analytics reports as soon as the add-on is enabled. Keen's contact center analytics dashboards were custom-built to work with Twilio's task router data.

  • Powered by APIs

    For those ready to take their contact center operations to the next level, the Contact Center Analytics add-on also makes all of your task router data query-able by API. This empowers you to build custom automation and reporting on your data. For example, you could programmatically assign tasks based on agent performance, or build a process that later incorporates CSAT scores into your agent performance analysis.

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