BBN Technologies

The analysis workbench provides a simple and productive environment to find calls and explore caller experience data. Managers can drill-down from dashboards, listen to actual calls, and discover root cause of changes in key metrics. Analysts can filter and graph caller experience data to discover patterns and relationships - revealing new insights about your callers and your business.

Selecting Calls & Creating New Charts

The selection panel displays all the call attributes that are available to filter call data and find calls. One click expands each attribute and users simply check values to include those calls in the currently displayed analysis.

Selected call data can be displayed in pie charts, column or stacked column charts, and timing charts. Simple drop-downs enable users to discover new relationships by changing the selected attribute and units for each chart axis. To support rapid exploration, users can iteratively change call selection filters and chart options and see the resulting analysis change instantly.

Newly constructed analysis views can be saved and used to update or build new dashboards. Analysis bookmarks can also be emailed to other users to share recently discovered insights.

Drill-Down To End-To-End Calls

Below the chart, the analysis workbench displays a list of all the actual calls that match the selection criteria and whose data is included in the displayed chart or graph.

The call list can be exported for further analysis, including all caller experience metadata from every call. Users can also export a random sample of calls to be assigned to analysts for process audits or more in-depth analysis.

Managers and analysts can also click on any call and immediately listen to the caller's complete experience including all time in IVRs, queues & agents - both in-house and outsourced. By listening to end-to-end calls, users quickly gain deeper insights into caller behavior and the effectiveness of your contact processes.

The AVOKE Call Browser provides a unique environment for rapid and iterative discovery. No other solution combines rich end-to-end metadata describing the entire call with the ability to easily sort, search & define sets of calls, and the ability to immediately drill-down and listen to the caller's experience from dialing to hang-up.