Reporting & Analytics. The Intelligent Reach Platform has a wide range of performance, Data Management, Order and deeper analytics reports which are available to you if this service is part of your agreed package. You can give people report only access to the platform or schedule reports to come into key team member’s email to ensure everyone knows the impact of your activity on the Intelligent Reach platform. In short it shows how the service gives your business value. Please read the section on Tag Deployment to use our tags and ensure you get the optimum ROI from your investment in the platform.
Reporting & Analytics. The Service Provider’s responsibilities include, and Service Provider shall do the following: • Provide industry standard reporting for system, agents, ACD and IVR, including real-time, industry standard call metrics and the ability to set SLA’s therein. • Ability to provide base line, canned, ad-hoc, historical and real-time reports supported by dashboards with graphs and charts. • Ability to support wallboard displays for dashboard performance metrics such as calls/email/chat/etc. answered, service levels, abandon rates, calls waiting, hold times, view all agent’s status, and banner messages. • Ability for Agency to define, build and run custom reports supporting business requirements. • Provide for real-time access by Authorized User to reporting systems. • Allow agent to view their individual call metrics (real time, historical and baseline) on their desktop. • Ability to change reporting metric requirements for different skillsets. • Ability to prompt messages on agent desktop displays. • Ability to provide an Agent Report that tracks the entire Agent call flow for any single call. • Ability to export raw contact center analytics data for use. • Provide access to application historical data for 37 months, agent historical data for 13 months. The Service Provider’s responsibilities include, and Service Provider shall do the following: • Manage and maintain call recording systems, voice and screen, including: • Provide 20% random call recordings and screen capture per agent per day. • Provide online storage to hold at the minimum two calendar months of recordings per agent. • Provide interface to archive recordings to GTA or Agency provided storage. • Provide a method for appropriately adjusting monthly online storage needs. • Ability to barge-in a call, coach, conference or take over call and record it. • Ability to listen to a call at any point during the call. • Ability to record one agent during workday and not impact the 20% recording time • Ability to listen to recorded calls from any location (web-based call recording) • Ability to email downloaded recordings. • Ability for agent to initiate recording their own all • Ability to search recordings by filters • Have the ability to administer call center recordings based on agent. Be able to designate 100% recordings or unique amount separate from standard recording environment, per agent. Customer Surveys • Provide the ability to initiate, collect, and track information on customer surveys within th...
Reporting & Analytics. Connections to data analytics software for the purposes of tracking and evaluating the app's performance and evaluating user behavior and transcripts.
Reporting & Analytics. The system must provide robust and user-friendly capabilities for generating pre-defined and custom reports on email campaign results, individual contact details, enrollment conversion rates, and recruiter data, including:
Reporting & Analytics. Insight shall: ● Service Level Agreements (“SLA”) Reporting: o Define, track, and measure the delivery performance of a particular period and demonstrate the relationship of that delivery performance to the contracted SLA targets; o Quantify delivery performance to identify if improvement is occurring or required, by providing: ▪ Dashboard at the start of a contract for all of the SLAs; ▪ Summary of historical penalty and reward trends; ▪ Target metrics in which to measure actual performance associated with each SLA; ▪ Historical performance information will be presented on each report so that a trend is apparent ● Provide documentation of: o Actual performance for the period in review associated with each SLA in order to demonstrate the specific attainment results of those target metrics; o Penalty and reward attributes associated with the SLA results. ● Provide Financial Performance Reporting, including the following: o Financial reporting that defines, tracks, and measures the financial performance of a particular period and demonstrates the relationship of that financial performance to the contracted pricing and assumptions; o Quantifies financial performance and informs client of their spending trend and demonstrate trends such as, increasing costs or achieved savings over a period of time by measuring: ▪ Budget adherence, which involves optimizing the use of available funds and avoiding unnecessary expenditures. o Provides a standardized summary report of the financials. ● Provide an Asset Inventory (“Asset”) Report. ● Provide each report identified above to the appropriate parties, including: o The OCIO shall receive reports for all Clients. o Each Client will receive a report containing only its own analytics.
Reporting & Analytics. The Intelligent Reach Platform has a wide range of performance, Data Management, Order and deeper analytics reports which are available to you if this service is part of your agreed package. You can provide report-only access to the platform or schedule reports to be emailed to key team members to ensure everyone knows the impact of your activity on the Intelligent Reach platform. In short, it shows how the service delivers business value. Please read the section on Tag Deployment to use our tags and ensure you get the optimum ROI from your investment in the platform. If you will be using the Analytics part of the Intelligent Reach platform then you may need to deploy our tracking tags onto your product, basket and checkout pages. Our tags are in the library of most of the big Tag Management providers. Given tag deployment can often take a number of weeks; if you don’t have a Tag Management provider we would ask that you start this deployment process ASAP. In order to benefit fully from the Intelligent Reach platform we would ask that you fire our tags unconditionally. In order to do this, it’s best practice to deploy our container tags, even inside other container tags (which is what the Tag Management solutions use). Should your requirement for tag management be less sophisticated than deploying onsite technologies (such as test and target) you have access to our free container tag tool; the checkout element of which may assist with additional Insight Services, automatic de-duplication and optimization both onsite and in terms of channel efficiencies. It also allows the automated conditional firing of 3rd party tags i.e., Criteo, Ebay Content Network etc. Intelligent Reach has a Managed Services Team focused on delivering high quality services for those customers wishing to contract for this expertise. Based on your requirements, we will create a package of services, based on a combination of the below service types:
Reporting & Analytics. The solution shall provide a reporting module that will allow the State Users, based on roles, to run existing reports and request ad hoc reports. The solution shall provide a module for State Administrators to run existing reports, schedule reports, and export the reports in a format deemed necessary by the Administrator (e.g. excel, pdf). More detailed requirements are incorporated into this contract in Attachment 4.
Reporting & Analytics. Capturing your organization’s cloud costs and usage allows us to facilitate meaningful business decisions that are crucial for productivity. We will assess your metadata for multiple cloud platforms into a consolidated view as well as provide a guided analysis based on years of consulting experience with enterprise clients.
