Analytics and Performance Management

Benchmark and manage performance across your entire contact center.

By giving agents visibility into their performance, they can benchmark their efforts against other agents, themselves and the goals of the contact center team as a whole. Real-time dashboards, gamification techniques and automated coaching increase engagement and reward agents for achieving their personalized goals.

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Give agents visibility into their performance with benchmarking
Boost Productivity

Turn productivity into positive customer experience.

Offer visibility into key performance indicators that can positively impact the customer experience with CxEngage Scoreboard. Supervisors can create a culture of continuous development by boosting agents’ productivity, positively reinforcing important call metrics such as handle time and after-call work, and improving agents’ motivation and morale.

Customer on call with an agent
Promote Performance

Track and display agent performance in real time.

Highlight key performance metrics that drive agent behavior like average handle time, service levels and wrap-up time with customizable dashboards for both agents and supervisors. Motivate employees with an automated slideshow of rankings, awards and achievements.

track performance in real time
Coach and Improve

Adjust performance with automated coaching tools.

Leverage analytics to identify opportunities for agent improvement. Auto-generate coaching sessions based on set performance thresholds and create a culture of continuous development. Aid agents more quickly during customer interactions with the real-time communication capabilities of CxEngage.

Customer Success Agent on a Call
CXEngage – the Human-Centric Contact Center

Transform your Contact Center by moving to Lifesize.

Create customers for life with native Omnichannel and video capabilities delivered on the most usable Contact Center platform.

Try us out with our special offer:

  • 3 months off license costs
  • Free native, HD video for every agent
  • Minimum 2 year term beginning at the end of the free months period
professional contact center agent engaging in a customer call
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Gartner Peer Insights

“Nearly infinitely moldable to fit your contact center needs.”

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Gartner Peer Insights

“Impressed, and such a great team to partner with.”

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Gartner Peer Insights

“Very happy with the implementation in our contact center.”

Join leading organizations around the world serving customers with Lifesize contact center solutions.

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