Ytica WFO & Analytics

Developed by YticaUpdated 07/23/18Version 18.3

Perfect your contact center. Explore new ways to wow your customers. One month on us.

Start running your contact center on Ytica Workforce Optimization (WFO) today and manage performance, quality and customer experience with intuitive dashboards, powerful analytics and uniquely agent-centric workflows. Ytica helps contact center managers gain clearer insights, helps agents take control of their development and helps customers quickly resolve their issues. Whether you’re looking for performance reports or agent scorecards, need to verify compliance statements, identify key phrases in conversations, or spot trends in first call resolution (FCR), Ytica’s capabilities and expertise give you the power to do things you simply can’t do in other apps.

Call Search, Playback and Transcript

Intuitive search of all recorded conversations to find any individual call. Call playback in visual player augmented with contextual data, keyword and phrase findings, and call transcripts.

Agent Desktop Analytics

Track agent screen activity while handling customer calls. Find issues and patterns in agent behaviour and drill down to listen to the call.

Performance Management

Out-of-the-box & fully customizable reports and alerts for tracking call patterns, handled and abandoned conversations, performance and productivity in overview and in detail.

Quality Assurance

Blend automated and manual QA to evaluate 100% of calls. Automate agent scoring to ensure compliance while freeing QA staff to better coach and support agents.

Plans & Pricing

Try Ytica WFO for free

Free

for 30 days

Complete WFO for managing quality, performance and customer satisfaction

Included in Trial:
- Search and call playback in a visual player augmented with rich contextual information about the customer, the agent and conversation metrics
- Customizable historical reports for hundreds of contact center metrics
- Prebuilt dashboards for call volumes, abandoned calls, first call resolution, agent performance and more
- Updated hourly
- Quality management (NEW): comments and evaluations
- Agent desktop activity Tracking and agent feedback collection (Chrome browser extension)
- Statistics on customer/agent talk time, silence and cross talk
After activation of your trial account, we will load up to 2 months of your historical data from Talkdesk and we will keep on updating them every hour. Please note, after installation, your data will be availablein a few hours. All accounts you will provision will have access and editing privileges to all the reporting data.