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Analytics & Reporting

Measure and track all activities, driving adoption, productivity and enforcement, for all round better contact centre performance.

Analytics & Reporting
Analytics & Reporting

Stay on top of your team's call handling performance with our Business Intelligence Suite

With the recent increase of home and hybrid work patterns, the adoption of Microsoft Teams accelerated rapidly, with more than 60% of previously office-based staff now working partly from home.

The quick shift to enable a home workforce presented businesses with challenges around continuity and productivity, and this is where Conversant can make sure your business stays on track, regardless of your team's location.

Insights into productivity are now at the forefront of many business reporting requirements, and we can help you with your call queue management via MS Teams Call Queue and Auto Attendants, agent call handling statistics and the general visibility of call analytics.

Track the Microsoft Teams element usage that matters most to you with an insightful array of reports at your fingertips.

Analytics & Reporting

No more missed or dropped calls with Queue and Auto Attendant reporting

Microsoft Teams Queue and Auto Attendant reporting has become an essential element of ensuring business continuity with a remote workforce, helping you maintain the highest levels of customer satisfaction. No more dropped, missed or misdirected calls, which cause such damage to an organisations' service reputation.

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Analytics & Reporting

Manage your contact centre better with call quality monitoring and proactive alerts

Monitoring call quality information is key to maintaining the highest levels of service delivery both internally and externally. 

Users can set thresholds on certain call parameters such as call cost, duration, ring-time or call error code. An email is triggered and sent as soon as the call is terminated allowing for a proactive response. 

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Analytics & Reporting

Why does user adoption matter?

User adoption is essential when it comes to making the switch to Microsoft Teams. Our solution is used to drive usage and highlight areas requiring further education and training.

Our intuitive dashboards provide all the insight you could possibly need with measurable statistics and goals for your activity.

Our advanced Teams-based reporting ensures that the workforce, regardless of location, is working as efficiently as possible and retaining business continuity.

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  • “Conversant connected 1,000 users across a fully integrated and future-proofed platform."

    Colin Bevan,
    Head of Information and Learning Technologies, Neath Port Talbot Group of Colleges