Turn Contact Center Metrics into Smart Business Decisions
Deliver Exceptional CX with COPC-Compliant KPIs and Real-Time Insights
Leverage Every Insight to Optimize Your Operations and Exceed Customer Expectations
The best way to understand your customers and achieve quality goals.
Our reports comply with COPC (Customer Operations Performance Center) standards, which define models and best practices for service management in Contact Centers. At Audara, we believe that a business’s success lies in truly understanding its customers, and reports are essential for achieving that.
Improve quality by rating and optimizing interactions.
Ensure quality in your operations with a module that allows you to easily rate and comment on recorded calls and chat conversations. Define critical or positive actions using custom tags to filter, analyze, and implement improvement strategies
Complete operational records.
All interactions, regardless of the channel, generate data and are recorded in a general report for each service channel.
Reports linked to CRM data.
Reports can take you directly to the specific contact in the CRM, providing access to more relevant information.
Advanced filters for any field.
Audara features a comprehensive report filtering system to help you find exactly what you’re looking for.
Custom threshold definition.
You can set a custom threshold and highlight it with a different color to quickly visualize a specific data point.
Full data download in CSV format.
All Audara reports can be downloaded in a standard format such as CSV.
Different visualization options.
With Audara, you can switch data from numerical values to percentages or transform raw data into graphs for better report visualization.
Reports and data API.
Use the reports API to manage your data from any platform, seamlessly combining information in the way that best suits your business needs.
Reports for the entire operation
We don’t take our clients’ operations lightly, which is why our reports are the most comprehensive and, above all, RELIABLE. Each type of metric includes various reports and internal combinations, displaying thousands of data points collected from the entire operation.
Some data activity details.
- Effectiveness – STC
- -STC 5, 10, 15 sec
- -STC 20, 30, 60 sec
- % of Abandonments
- % Abandonments – STC
- Dissuasion
- % Dissuasion
- SL (Service Level)
- -SL 5, 10, 15 sec
- -SL 20, 30, 60, +60 sec
- -SL custom (sec)
- Comments
- Categorization by queue
- Categorization by dialer
- Categorization by agent
- Categorization 1, 2, and 3
- Business hours / Non-business hours
- Pause time per agent
- IVR options
- ASA (Average Time of Answer)
- Agent ID
- ATA (Average Time to Abandonment)
- MCW (Maximum Call Wait Time)
- ATT (Average Talk Time)
- Queue Time
- Call Duration
- Abandons 5, 10, 15 sec
- Abandons 20, 30, 60 + 60 sec
- Custom Abandons (sec)
- ACW Time
- Queue Entry Time
- Agent Ring Time
- Agent Answer Time
- Conversion Rate per Queue
- Conversion Rate per Agent
- Ratings
And much more data...
Audara has more than 250 activity data points!
Overview of Audara reports
The following is an overview of reports, each of the names in the list belonging to a report and multiple data items. Audara has over 200 transaction data items and formulas that allow for better interpretation of the transaction.n
Agent productivity
- Activity Times
- Categorization
- Answered Interactions
- Unanswered Calls
- Effectiveness
- Breaks
- Overall Productivity
- Rating
- Login Schedules
- Percentage by Channel
- After Call Work (ACW)
- And more…
Different chat channels
Inbound call center voice campaigns
- General History
- Call Recordings
- Effectiveness
- Abandonment
- Campaign Activity
- Service Level (Queue Time)
- Call Tracking
- Categorization
- Activity by Route
- Call Termination
- Call Duration
- And more…
Voice call recording
- Audio Preview
- AI Emotion Analysis
- Outbound Call Center
- Inbound Call Center
- Extension Calls
- Conference Calls
- AI Speech-to-Text Transcription
Outgoing calls and dialers
- General History
- Contact Segmentation
- Effectiveness
- Categorization
- Call Management
- Scheduled Callbacks
- Completed Callbacks
- Incorrect Numbers
Virtual text agents or chatbots
- Number of Conversations
- AI or Integrations
- Channel Comparison
- Most Used Options
- Most Used Words
- Invalid Options
- And more…
Call Detail Record or CDR
- Calls by Extension
- Outbound Calls
- Inbound Calls
- Internal and External
- Call Billing
- Transfers
- Origin and Destination
WhatsApp broadcasts and mass mailings
- General History
- Segmentation
- Templates Used
- Effectiveness
- Read and Failed
- Chatbots
- Conversations
CRM interactions and details
- Interaction History by Contact
- Modification History
- Contact Creation
- Comments
- Previews
BlasterBot Dialer
- Real-time Viewer
- Failed Calls
- Successful Calls
- Voicemail
- Hourly Chart
- Daily Chart
Text messaging (SMS)
- General Details and Quantities
- Templates Used
- Segmentation
- Effectiveness
- Costs
- CRM
Virtual voice agents or voicebots
- Number of Conversations
- Number of TTS per Voicebot
- ASR per Voicebot
- Most Used Options
- AI or Integrations
Secure Your Success by Becoming an Audara Partner
With our partner program, you’ll increase your recurring passive income and enable your clients to improve their revenue by selling more by leveraging omnichannel.
Voice Calls, Chat Channels, Video, AI, CRM, and more!
The versatility of omnichannel support becomes real when you seamlessly blend communication channels. Effortlessly move a customer interaction from your IVR directly to your client’s WhatsApp, keeping the conversation going without interruption. Ensure your customers feel comfortable and never miss a prospect again. All this is possible thanks to our fast, simple, and no-code automation platform.
