Analytics Builder provides vital business insights that enable data-driven decision-making for optimizing contact center operations and for tracking and increasing revenues. Using The Analytics Builder, managers can slice-and-dice their operational and business data according to measurable brand-specific KPIs. They can track historical performance data about individual/groups of agents and bots, conversations, skills, channels, campaigns, queue health and surveys.
To enable Analytics Builder on your account, log in to the Engagement Portal.
Navigate to Manage -> Users & Skills section.
Go to the Profiles tab. Click on Campaign Manager to give permissions to Administrators or Agent Manager to give permissions to Supervisors for accessing Analytics Builder.
Enable the following permissions and hit the Save button.
- View all reports in Analytics Builder
- Customize reports in Analytics Builder
- Share reports in Analytics Builder
Clear your browser cache, then log in to the Engagement Portal once again. After completing these steps, you should find Analytics Builder from the left panel under the Optimize section.
Note: Analytics Builder filters data by agent groups. Supervisors can only see data from their own group(s) and subgroups.