AI Contact Center Analytics Dashboard (AHT, FCR, CSAT, NPS)

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AI Contact Center Analytics Dashboard (AHT, FCR, CSAT, NPS)
Medium
~5 business days
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Development of AI Contact Center Analytics Dashboard (AHT, FCR, CSAT, NPS)

Analytics dashboard aggregates metrics from various sources into single interface with drill-down by agents, teams, products, time of day. AI component adds automatic diagnosis of metric changes.

Key Metrics

Volume: total calls, answered, abandoned Speed: ASA, AHT, ACW
Quality: FCR, CSAT, NPS, QA score Load: service level, occupancy, utilization AI-specific: containment, deflection rates

API for Dashboard

Endpoints return metrics with anomalies, trends, alerts for high-severity items.

AI Diagnosis

LLM explains metric changes by analyzing:

  • AHT trends
  • Staffing changes
  • New agent count
  • Recent training

Timeline: basic dashboard with 10 metrics — 3–4 weeks. Full analytics platform with AI — 2–3 months.