Make better decisions with dashboards and reporting
Run day-to-day operations more efficiently with live dashboards and data from FocalScope contact center software. Track key metrics such as response times, first-touch resolution rates, and ticket volume across all channels. Improve customer satisfaction and operational efficiency with targeted initiatives. Measure impact with omnichannel data.
Shift summary (Day)
Email tickets resolved
Voice calls completed
Live chat sessions completed
WhatsApp sessions completed
Drive customer service improvements with FocalScope data
Visibility on all channels
With omnichannel data, everything becomes clearer and you will know precisely what to do. Whether to allocate more agents in one channel or adjust queue opening hours, FocalScope will help you to give the answers.
Contact center performance
Manage your team’s performance with real data. Let FocalScope analytics guide you to identify and reward high-performers, and provide additional training to developing agents based on their targeted needs.
Ticket heatmaps
Analyse data, discover trends, and sharpen resource allocation for each channel according to ticket heatmaps and agent utilisation. Investigate complaints, or even expand your business with highly-requested products and services.
Gain visibility from FocalScope’s omnichannel analytics
Customise live dashboards and share with stakeholders to keep them in the loop.
Leverage FocalScope data and features to adapt quickly and deploy changes for any situation.
Shift summary (Afternoon)
Avg. email response time (mins)
Avg. call duration (mins)
Avg. live chat handling time (mins)
Avg. WhatsApp handling time (mins)
Measure performance with 70+ built-in Excel reports
Slice and dice data from all channels to uncover operational bottlenecks. Schedule and send recurring reports to your mailbox with ease.
Omnichannel reporting analytics
- Download in-depth reports on response rates, average handling time, customer wait time across all support channels.
- Break down tickets created by channel, time, or ticket type. Study channel traffic using FocalScope heatmaps and ticket backlog reports.
- Look into specific challenges in any channel, with reports such as missed calls or missed live chats. Drill down ticket data to investigate underlying root causes for problem-solving.
From one-time order to lifetime customer
At FocalScope, we work with companies around the world to solve their customer service challenges every day.
Companies who leverage data meaningfully achieve significant productivity gains and higher customer loyalty.
30%
Productivity improvement
65%
Reduction in customer waiting time
35%
Increase in customer lifetime value
FocalScope for Telcos
“FocalScope increases productivity dramatically. The learning curve to use the system is almost nothing. It is that easy.
Reporting features are rich and easy to personalize. Super users can make their own reports, which can be scheduled and sent to your mailbox automatically. For phone support, I like that we can monitor campaigns, perform quality checks in real time, and drill down recorded sessions. All in all, FocalScope gives us a superb platform to manage phone conversations as well as emails.”
Ismadi I.
Assistant Director, Starhub
FocalScope for Manufacturing
“FocalScope is a great email tool to handle shared email accounts. Better teamwork and more transparent overview of all our shared inboxes. FocalScope is similar to Outlook so it is a piece of cake for staff to adapt to it. The entire solution is built on Microsoft SQL, a big advantage for us in terms of consolidating reporting data from multiple sources.
Live chat allows customers to easily contact us for an almost immediate response. It is much easier for new clients to take that first step in getting to know more about our products.”
Rasmus E.
General Manager, PJ Diesel
FocalScope for Retail
“What I really like about FocalScope is that it allows us to manage all our communication channels within one application. With it, I can manage customer service teams across our 60+ retail outlets and online shop. It is very easy to setup call flows, IVRs, operating hours, queues, and the agent pop up window just to name a few.
I like that we have a full call log and option to record calls. The wall boards and reporting makes it easy for us to monitor performance and SLAs across all channels. Thumbs up.”
Morten S.
Customer Service Manager, Silvan
FocalScope for Manufacturing
“FocalScope is the perfect software system for customer support. It is really simple and easy to use. It has helped our service department to get a better overview and enable faster response time to customer inquiries.
I like that the weekly traffic and performance report automatically is sent to my email inbox for easy access. The entire solution we have deployed on our own inhouse server. Whenever we need any help or support from FocalScope, we get almost instant help. Keep up the good work FocalScope.”
Lars J.
Service Manager, Bramidan
Drive performance with omnichannel analytics
Leverage FocalScope to deliver superior customer experiences on every channel.
Email ticketing
Handle millions of emails accurately and efficiently every day.
Voice
Flexible and scalable telephony system for big and small businesses.
Live chat and bots
Interact with website visitors in real time and boost conversion.
Social media
Message customers via SMS, Telegram, WhatsApp, Facebook.
Knowledge base
Help customers help themselves with FAQs and support articles.