Using Analytics for Financial Planning/Operations

You can configure the Aisera platform to capture, track, and analyze data over a wide range of entities. Using the Aisera Analytics data, you can determine whether your application is performing as you expect, if your Agents are having conversations the way you expect, how Knowledge Base Articles are associated with Tickets, and whether the feedback from your customers is just good or really great.

The top section of the Pre- Built Analytics window contains tabs that allow you to set filters for analytics within different tasks of the application.

The Business Metrics section is especially useful for financial planning because it allows you to track time saved for employees, conversations that resulted in resolutions, and opportunity cost (cost avoided). You can also track information about Requests, Sessions, Approval, Users, Knowledge, Tickets, Major Incidents, App Performance, Agent performance, Conversation metrics, and set Intelligent Alerts. When you choose a metric, a dialog box will appear with more specific choices or for parameters for that metric.

Intelligent Alerts allow you to set alerts on specific fields or on correlated fields, so you can see how one value that you're tracking affects another.