New Reporting Module in the Main Menu

Monitor, Supervise, and Decide with Precision and Simplicity

Monitoring Dashboard

• Monitoring Dashboard: Real‑Time, Up‑to‑the‑Minute Information
  
  • Description: Dashboards, indicators, and key tools that update every 30 seconds so you have agile and accurate tracking of your operations.
  • Agent Dashboard: See how many agents are connected, available, handling conversations, or in other states. View how many conversations are pending and the day’s summary (attended, closed without service, canceled).
    
    • Service Dashboard:
      Measure your service quality with “Service Level” (how many conversations were handled within the expected time) and “Attention Level” (how many queued conversations were actually addressed). Includes indicators such as AQT (average queue wait time), FRT (first response time), and AHT (average handling time).
    • HSM Dashboard (Important Messages):
      Get data on sent messages: how many were delivered, read, and responded to. Detect sending errors to improve your databases.
    • Video Call and Web Chat Dashboards:
      Channel‑specific indicators showing conversation volume, status, and agent connection quality.

Supervision

• Supervision: You’re in Control at All Times
  
  • Description: This tool is very powerful. It gives you full control over the status of your queues, your agents, and conversations in real time. Not only do you see what’s happening, you can act immediately! Transfer, change statuses, or intervene as needed.
  • Key Visibility: You can see exactly which conversations have already been assigned to an agent but have not yet been addressed.

Historical Indicators

• Indicators: Consolidated Data for Strategic Analysis
  
  • Description: Measure your operation with consolidated statistical data over time periods (daily, weekly, monthly). This is ideal for identifying trends and evaluating results in the medium and long term.

Key Metrics: Individual agent performance (assigned conversations, handled conversations, connected time, available time, in‑conversation time). You can also see conversation distribution (how many were resolved by the bot and how many required an agent) and queue behavior.

Traditional Reports

• Reports: Detailed and Easier Access
  
  • Description: The information you’re already familiar with in your reports, but now organized to be easier to find. Grouped by topic and alphabetically ordered for a more intuitive search—ideal for viewing the details of a specific case, such as a conversation or agent.
• Main Categories: Agents, Audit, Campaigns, Clients, Conversations, Training, General Billing, Custom, and By Channel (Email, Calls, Video Calls, WhatsApp).

Key Questions to Help You Get Started

Got Questions? Here Are the Most Relevant Answers!

• When will they be available? Implementation and rollout are scheduled for July 4, 2025. We will notify you once they are active in your operation.
• Will there be training? Yes! We will offer training sessions at no additional cost for your BI teams, supervisors, and key users. It’s part of the update.
• Can I export the data? Absolutely. Most reports and dashboards allow you to export information to formats like Excel or CSV for your needs.
• Is it historical information or only what’s happening now? Both. Our dashboards show the current day in real time (every 30 seconds), and the indicators and reports allow you to view historical data by specific dates.
• How do I know if the bot is performing well? On the Service Dashboard and the Conversations Report you can see the percentage of interactions the bot resolved on its own and which ones required an agent. This gives you a clear picture.