Here I go breaking the fourth wall again.
Hi! It’s me, Kristina, popping in to say there’s really nothing out there that provides the level of call-by-call detail seen in the Flip portal.
This week, Customer Success Manager Jeff Robie joined again to finish up walking me through our new analytics dashboard.
Last week, we went through the Performance tab and I was blown away by the intent-level data – if you haven’t watched it yet, check it out here.
Of course, this is one of those “but wait, there’s more” moments.
No, I’m not scripting an infomercial here. Truly – the performance data is incredible, but digging into the call-by-call data blew my proverbial socks off.
We looked first at the Caller Context tab – an area of the dashboard that gives you a slick visualization of the performance data.
But then we move over to the Call Explorer tab.
The Call Explorer gives granular data on each and every call that Flip handles. You see the intent(s) someone has called about, their sentiment level. You’ll see if their call was automated, and if it was escalated to an agent – you’ll see the AI CSAT for that agent’s performance on the call.
And if you have multiple agents? You’ll see that scoring as an average for each.
Here we are again: but wait, there’s more.
You can also drill down into individual calls to see the transcript of the call, hear the call – you can even download the call recording if you so choose.
All of this at your fingertips gives you piles of data to inform training, adjust handling for different intents, even just better understand how your customers are interacting with Flip and your agents in the phone channel.
From what I know, this level of granularity for calls is unheard of. But we figure, we have all this data – why not give our clients access to it in a format that makes it digestible and actionable?
Anyway, hope you enjoy this peek into our new Analytics Dashboard.
If all of this data gets you jazzed up, let’s hop on a call and dig into it more and maybe also talk about how Flip can help your brand.
