Wix Answers Help Center
Call Center Insights
Pinpoint areas of your Call Center in need of improvement from your Call Center Insights dashboard. Here you can fine-tune call center data on charts and graphs by setting comparison date ranges and customizing filters.
Hover over the Insights icon and click Call Center to get started.
About Your Call Center Data Snippets
Analyze various customizable chart types displaying detailed statistics about your most important call center metrics within data snippets.
Display the following data snippets and chart types on your dashboard:
Numeric Overview Table
Managing Data Snippets on Your Dashboard
Easily add, remove, or rearrange the data snippets you'd like to focus on in your dashboard.
To add a data snippet:
- Click + Add Snippets in the top right of your dashboard.
- Click Add next to the relevant snippet.
To remove a data snippet:
- Click the Show More icon on the top right of your data snippet.
- Click Remove from Dashboard.
To rearrange your dashboard:
- Click the Reorder icon in the top left of a data snippet.
- Drag the data snippet into a new location on your dashboard.
Click the Expand icon in the top right of a snippet to enlarge or reduce its width.
Filtering Your Call Center Insights Data
Adjust filters to drill-down into key performance indicators essential to your Call Center's success.
To add a filter:
- Click Filters at the top of the page.
- Click the Toggle next to each filter you'd like to add.
- Select the relevant filters.
Tip: Click the Search field and type the name of a filter, then select it from the list.
- Click Apply Filters.
Click the X icon next to a filter to remove it, or click the Drop-Down icon to edit it.
Available call center filters:
- Time Range: Select a date range to analyze. Choose from preset time ranges or click the calendar to select a custom date range and click Apply.
- Compared to: Select the date range in which you're comparing your data.
- Line: Select the call lines you'd like to filter.
- Call type: Select the Callback, Inbound, or Outbound call types you'd like to filter.
- Queue: Select the queues you'd like to filter.
- Country: Select your callers' countries you'd like to filter.
- Language: Select the languages you'd like to filter.
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About Wix Answers Insights
Use Wix Answers Insights to analyze Key Performance Indicators (KPIs) and make data-driven decisions regarding your customers' issues, your support team's efficiency, and your Knowledge Base's effectiveness.Choose between the following dashboards to discover charts and tables filled with powerful data created by your Wix Answers account.Important:You must be an admin to access Wix Answers Insights. Learn more about roles and permissions. Top IssuesDiscover your business' top support issues by analyzing the articles linked most by your team members. Filter the table to drill down into specific time ranges, languages, article types, and help center categories.Show me howHover over the Insights icon in the side panel and click Top Issues.Learn more about Top Issues Insights.Ticket InsightsDig deeper into your most frequently linked tickets using extensive filtering options on your Ticket Insights Statistics tab. Uncover your top performing agents and groups within your Ticket Insights Agent Performance tab.Show me howHover over the Insights icon in the side panel and click Tickets.Select the Statistics or Agent Performance tab to view the relevant Ticket Insights. Learn more about Ticket Insights Statistics and Ticket Insights Agent Performance.Knowledge Base InsightsDiscover the strengths and weaknesses of your Help Center within Knowledge Base Insights. Analyze your articles based on numerous criteria including most viewed, most helpful/unhelpful, most popular feature requests, most popular/unanswered search terms, most common known issues and more. Show me howHover over the Insights icon in the side panel and click Knowledge Base.Learn more about Knowledge Base Insights. Call Center InsightsFine-tune your Call Center to be more efficient and effective based on your Call Center Insights dashboard. Make sure you're hitting your Service Level Agreements (SLAs) per queue by checking important metrics like average wait times, average call duration, call volume and more. Show me howHover over the Insights icon in the side panel and click Call Center.Learn more about Call Center Insights. Team Performance InsightsMeasure your teams' success from your Team Performance Insights dashboard. Compare call center, ticketing, and knowledge base team members to discover your top-performing agents, groups, and locations. Show me howHover over the Insights icon in the side panel and click Team Performance.Learn more about Team Performance Insights. SLA Ticket InsightsCheck how well you're meeting SLA goals with SLA Ticket Insights. Analyze SLA ticket response and resolve target timeframes using various charts and filters. Show me howHover over the Insights icon in the side panel and click SLA.Learn more about SLA Ticket Insights.
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