Langsung ke isi
Home/Product/Analytics & quality

Analytics & quality

The same metrics for every channel

Inbound and outbound dashboards, ticket reports, CSAT, Voice of Customer, and WFM. Everything can be exported to Excel or pulled through the API.

Inbound Analytics

Every incoming interaction, across voice and digital channels, measured the same way.

LivePerformanceSLA & QualityChannels
Offered1,240
Answered1,16293.7%
Abandoned78in queue 51 · while ringing 27
ASA0:18from 1,162 interactions with a measured time
AHT4:32from 1,162 interactions with a measured time
Service level86%1,066 of 1,240 within target · goal 80%
Transfer rate6%
FCR81%

Dashboard & Report

Inbound and outbound analytics

Every outgoing dial, whether predictive, marketing campaign, or frontline manual, is also measured the same way in Outbound Analytics.

  • Live, Performance, SLA & Quality, and Channels tabs.
  • Interval reports use the same definitions as the dashboard, and can be filtered and exported to Excel.
SummaryBacklog & AgingAgents
Tickets created412WhatsApp 210 · Email 96
Solved / closed36188% of created
Open backlog now519 older than 3 days
Response SLA met92%379 of 412

Inbound Ticket Report

Inbound ticket report

Inbound tickets at a glance: volume, backlog, speed, and SLA. Every figure is one click away from the tickets behind it.

Net Promoter Score
+4258% promoters − 16% detractors
Detractors 0–6Passives 7–8Promoters 9–10

Voice of Customer · NPS

Voice of Customer

What customers say when you ask them directly, joined to the interactions your dashboards already measure.

  • Monthly NPS surveys by email or WhatsApp.
  • Detractors are listed first so you can follow up.
CSAT Results

Customer ratings across the tenant.

ReportResponses
Requests sent820
Response rate41%336 / 820 · pending 484
Average score4.5
Satisfied89%4 and 5 star scores

CSAT

Satisfaction surveys after each ticket

Questionnaires sent to the customer after a ticket is closed. Linked per product.

  • Results per question, per agent, per product, and as a trend over time.
WFM report
Adherence93%
Occupancy71%
Shrinkage12%
AgentScheduledPresentAdherence
Sari08:00:0007:52:1095%
Bayu08:00:0007:10:4586%

Workforce

WFM report

Adherence, occupancy, and shrinkage, built from what agents actually did.

  • Upload the roster from the schedule your team already uses.
  • Agent statuses: Online, Break, Pray, Toilet, Data Checking.

Names, numbers, and figures in all screens are sample data.

Other products

Explore the other modules

InboundIncoming calls, AI Voice, web calls, video calls, chat, and social mediaLearn more →Customer serviceTickets and SLA, email, contacts, softphone, scripts, internal chatLearn more →AIAI Agent, AI Voice & Robocall, AI QA ScoringLearn more →OutboundPredictive dialer, marketing campaigns, broadcast, data managementLearn more →OperationsAppointments, team & settings, and APIsLearn more →Staff OutsourcingManpower, recruitment & selection, trainingLearn more →

See Kontakami with your own workflow

Our team will walk you through the modules you need, using examples from your business.

Book a demoRead the FAQ