Introducing the Observe.AI Intelligent Workforce Platform 💪
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REPORTING

Reporting that raises the bar

Make business-improving decisions with focused, actionable reporting on customer conversations, agent performance, and critical contact center metrics.
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Measure customer conversations on quality metrics that matter.
Visualize agent performance across conversation types.
Track QA and coaching efficiency with ease.
Export data to other enterprise and BI tools.
OMNICHANNEL CX

Key quality metrics on all customer conversations

Track how conversations are performing on key metrics that matter to your business. Interaction reports help you distill large datasets of conversations into something everyone can learn from, allowing you to filter and pinpoint key conversations to review and improve.
AGENT OPTIMIZATION ACROSS CHANNELS

Gain a holistic picture of team performance across channels

Be confident about the staffing and coaching decisions you make with deep, relevant performance data available at your fingertips. Drill down into performance trends by conversation type, including voice calls and chats. Coach your agents to deliver personalized experiences that resonate across scenarios and channels.
Chris Serafini Director of Customer Experience

“We’re able to measure the metrics that are critically important to a particular client. It’s not just a matter of saying that the metric is going up or down. We’re able to actually look at the specific agent behaviors within Observe.AI, and then measure success.”

QA & COACHING EFFICIENCY

Track QA and coaching efficiency with ease

Evaluation reports let managers monitor how their QA team is performing against quota and goals. Coaching reports help track coaching cadence and efficiency, keeping tabs on who coached, who was coached and the metrics and behaviors coaching has influenced.
EXPORT AND API

Export data to enterprise and BI tools

Observe.AI lets you leverage the systems that already work for you. Export data from our platform and use it where you need it most.

Further reading

Ebook
Analytics-driven Coaching: The new era of contact center performance management
The Agent Performance Handbook
ebook
The Agent Performance Handbook
ebook
The 2021 Post-Pandemic Research Report
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Get a demo of reporting for every contact center need on the Observe.AI platform.