Analytics & Business Intelligence
Reporting & Dashboard
Real-Time Statistical Dashboard
Monitor live performance across agents, queues, channels, and campaigns with configurable, role-specific dashboards updated in real time.
Omnichannel Interaction Report
Acess to unified report that consolidates interaction data from voice, chat, email, social, video, and SMS into a single cross-channel view. Eliminates siloed reporting by presenting a complete and consistent picture of contact center activity regardless of which channels customers use.
Customer Journey Report
A report that maps the end to end customer path across all channels and touchpoints. Shows where customers move between channels, where resolution happens, where journeys stall, and where customers abandon enabling targeted improvements at every stage of the experience.
Queue Report
Report on queue level performance across all channels covering wait times, abandonment rates, service level attainment, interaction volumes, and peak period patterns. Helps operations teams identify overloaded queues, staffing gaps, and routing inefficiencies before they impact customer experience.
Flexible Report Export
Export any report in multiple formats including CSV, PDF, and XLSX for sharing with stakeholders, regulatory bodies, or external analysis tools. No restrictions on the data extracted or how it is used outside the platform.
BI Tool Integration
Data streaming capability that connects RADIUS reporting data directly to enterprise BI platforms for advanced visualization, cross-system correlation, and executive-level reporting. Brings contact center intelligence into the broader business data ecosystem your organization already operates.
Historical Interaction Report
Access comprehensive report covering all interaction types and channels over any defined timeframe. Includes volume trends, resolution rates, handle time averages, and channel distribution giving teams the historical context needed for performance benchmarking, capacity planning, and long-term operational analysis.
Agent Performance Report
A detailed report on individual and team productivity covering handle time, first contact resolution, CSAT scores, quality scores, schedule adherence, and availability. Gives managers and team leads the data needed to coach, develop, and recognize agents based on factual performance evidence.
Campaign Performance Report
A real time and post-campaign report covering dial rates, contact rates, conversion rates, abandonment rates, and agent utilization per outbound campaign. Gives campaign managers the performance data needed to make live adjustments and assess overall campaign effectiveness.
Custom Report Builder
A flexible report builder that lets teams design bespoke reports with configurable metrics, filters, dimensions, and visualizations. Every team gets the exact data view they need without depending on pre-built templates or raising development requests.
Automated Report Scheduling
Schedule reports for automatic delivery via email or FTP at defined daily, weekly, or monthly intervals. Decision-makers receive current performance data consistently without manual generation or distribution effort.
