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West Interactive RealFeed SM Dashboard Delivering IVR Performance Right To Your Desktop ● Real-time views to spot trends & exceptions in call data ● Easy User Interface to make immediate changes ● Efficiently manage IVR performance to reduce agent calls ● Quickly inform customers of events, outages and other pertinent information ● Reduce costs ● Increase customer satisfaction Visible Results As important as it is to handle every call, it is just as important to have visibility to the performance metrics of these calls at a moment’s notice. West Interactive understands that efficient contact center management requires real-time access to core IVR metrics, allowing you to proactively drive your IVR’s performance. This is why we offer West Interactive’s RealFeed SM Dashboard. This data-driven dashboard provides real-time access to IVR performance through a simple, easy to use interface that displays critical information like call totals, call transfers, call lengths and more. This visual display allows you to easily identify trends and exceptions within your call data. Delivered straight to your desktop, you view your information instantly and are able to act upon key issues, trends and events, allowing you to maximize resources to respond, update and change call programs before you experience customer impact. Call Metrics In One Glance The RealFeed Dashboard readily displays your most vital call information. These standard metrics include: ● Total IVR calls ● Total and average call length ● Calls contained and containment rate ● Transfer breakdown ● Total and average transfer duration ● Disconnect breakdown ● Input mode breakdown (Speech/NL vs. DTMF) With one glance you will be able to determine volume fluctuations, differentiate between transfer types (business rules, opt-outs and disconnects) and identify IVR usage modes such as speech, natural language or DTMF.
