Understanding Dashboard
- Summarized Insight : Offer a comprehensive snapshot of various analytics at a glance.
- Granular Insight : A deeper insight into detailed analytics, for a more comprehensive understanding.
1. Real-time Reports
Stay ahead of the curve with our Real-time reports, offeringย up-to-the-minute insights into your video identification processes. Track completed call counts, average wait time, and users currently in the queue, enabling a swift and informed overview. Key metrics include:
- ๏ปฟCompleted Calls: Refer to the total number of video identification processes that have been completed.
- ๏ปฟAverage wait time: Average wait time indicates the typical duration that users spend in the queue before their video identification process begins.
- ๏ปฟUsers currently in the queue: Represent the number of individuals who are waiting for their turn to get aasigned to an agent to undergo the video identification process.
2. RE Agent Activity:
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This tool provides real-time insights into agent availability and engagement, ensuring efficient workforce management. Key metrics include:
- ๏ปฟTotal RE agent Logged in: The number of agents currently logged in into the system.
- ๏ปฟBusy on Call: The count of agents currently engaged in active calls with customers.
- ๏ปฟAvailable for Call: Agents logged in and available to receive incoming calls or engage with clients.
- ๏ปฟOffline: Agents currently signed into the portal but have toggled themselves as offline, indicating they are not available to receive any calls.
- ๏ปฟLogged Out: The count of agents who have logged out of the system.
3. Call Trends:
This call report categorizes user-initiated calls by outcomes, such as successful, unsuccessful, rescheduled, missed, or incompatible device. Each outcome contributes to its respective count. This concise breakdown enables Admins to analyze call trends efficiently. Key metric includes:
- ๏ปฟSuccessful calls : Calls that were initiated and completed successfully
- ๏ปฟUnsuccessful calls: Calls that failed to complete the verification process, possibly due to technical issues, user error, or other factors.
- ๏ปฟRescheduled calls: Calls that were initially scheduled but postponed to a later time or date.
- ๏ปฟMissed calls: Calls that were not answered or connected with the agent recipient.
- ๏ปฟIncompatible Device: Calls that were unable to connect due to device incompatibility issues, such as using an unsupported browser or outdated software.
1. RE Agent Activity Tracking:
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- Gain valuable insights into the performance of each agent, including metrics such as first login time, completed calls, accepted calls, missed calls, and current status indicating their activity on the portal (logged in, logged out, waiting on call, or on a call) and active skill tag.
- Global Filters
- On top right corner, a 'Skill' filter has been added. The admin/manager will be able to view all call related data, RE agent activity data skillwise.
- All the data auto refresh in 30 secs.
Insights into the activity of each RE agent with detailed metrics on their performance. Key metrics that can be tracked related to agents are:
- Total login time of the video kyc agent
- Time spent online/offline by the video KYC agent
- Time spent on video calls by the video KYC agent
2. Call Performance Analysis
Identify trends, patterns, and areas for improvement to enhance operational efficiency and deliver superior customer experiences. Delve into the video identification system's performance with detailed insights on:
- ๏ปฟCall Performance๏ปฟ
- Here Daywise analysis of calls will be shown. Admin can get the details the number of calls that went successful, Unsuccessful, Rescheduled, Missed.
- Admin can also see how many end user tried VKYC using incompatible device or how ,many calls have been dropped
- ๏ปฟDevice Usage๏ปฟ
- Admin will see the distribution of devices, ie. end user are coming from iOS, Android, Desktop etc.
- ๏ปฟBrowser Usage๏ปฟ
- Admin will see the distribution of browsers, ie. end user are coming from Chrome, Safari etc.
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