Real-Time Contact Center
Dashboard Reporting & Analytics

Run eMite on-premise or cloud. Integrate eMite with your cloud or on-premise contact center solution today.

When critical Contact Center metrics are made available in real-time it significantly improves an organisations ability to respond immediately avoiding the next day/end of month post mortem. eMite provides your contact centre a market leading business intelligence, analytics and full reporting solution. Our solution empowers all levels of your organisation, including agents, managers and executives. Our product is powerful enough for business analysts and yet simple enough for front-line users.

REAL-TIME CONTACT
CENTER METRICS

Calls queuing
Agents available
Service levels
Call abandoned rates
Calls answered vs. forecast
Call volume / performance trend
KPI / threshold alerting
Organisational hierarchy / drill-down from senior mgmt. through to agent level reporting

eMite Omni Channels for Contact Centers

OMNI CHANNEL

Voice – on hold in a queue waiting for an agent to answer
Inbound email – customer has filled in a form online or directly emailed your business
SMS – a customer has sent your customer service team an SMS
Twitter – a customer has shouted out to you by mentioning your company twitter handle by name
Facebook – a customer posts a comment to you on your public Facebook page
Web-Chat – a customer clicks on a link to chat to you about on your website content
Web-Interactions – a customer clicks on a link from your website or makes contact via the website

CUSTOMER
EXPERIENCE

NPS – results linking through to the customer verbatim sound file

First call resolution

CORRELATE MULTIPLE DATA SOURCES
IN A SINGLE DASHBOARD

THE EMITE DIFFERENCE

SELF SERVICE DASHBOARD & REPORT CREATION

Build new dashboards in minutes
Drag & drop
No coding required
Self-built reporting in seconds
Dashboard & Report sharing
No maintenance
Set your own thresholds on KPI’s & all metrics
Change colours, styles, themes, skins
Company & departmental branding

MULTILINGUAL SUPPORT

Users can change to their language of choice for their dashboard interface including English, German, Chinese, Japanese and others

EXECUTIVES

Executive dashboards provide a high level view of your organisation’s performance. Correlated with your business data, eMite highlights business performance in real time.

MANAGERS 

Managers need real-time insights into their team’s and individual agents’ performance. eMite ensures that you know exactly how your team is performing against each other, but more importantly against their own historical performance.

AGENTS

Agents tend to measure themselves according to their peers. eMite dashboards help them to focus their efforts based on the goals you set them.