Reports

Scenario Distribution

This graph displays the distribution of notifications across various scenarios within the RTG system, based on the number of occurrences. Understanding which scenarios are most frequently triggered allows businesses to allocate resources efficiently and tailor their strategies accordingly.

Resource Allocation: High-frequency scenarios may indicate critical areas that require more dedicated support or refinement. By focusing on these scenarios, businesses can enhance their effectiveness and ensure that customer interactions are handled with precision.

Strategy Planning: Analyzing scenario distribution helps in identifying recurring issues or opportunities for improvement. For example, if a particular scenario is triggered often, it may warrant further development, training, or the creation of specific protocols to manage these interactions more effectively.

Scenario Overlap: When a scenario is filtered, scenarios that matched with the same conversations are displayed, highlighting overlapping proportions. This allows for an examination of commonalities between scenarios, enabling a deeper understanding of customer interactions and the interrelation between different scenarios.

Agent Distribution

This graph showcases the distribution of notifications across different agents, providing insights into agent performance based on the number of notifications triggered.

Performance Monitoring: High notification counts for certain agents may highlight top performers or indicate areas where specific agents are handling more complex or frequent issues. This information can be used to allocate workloads more evenly or provide additional training where necessary.

Training and Development: By identifying agents who frequently handle specific scenarios, businesses can tailor training programs to enhance their skills in those areas, ultimately improving the overall quality of customer interactions.

Trend Identification: The agent distribution graph enables quick identification of performance trends, helping managers to recognize both high-performing agents and those who may need additional support.