MetriNote – Lifesize Adds Analytics-Driven Features to CX Platform

MetriNote – Lifesize Adds Analytics-Driven Features to CX Platform

What’s the news?

June 10, 2021 – Lifesize announced additions to its CxExchange suite that improve agent productivity and performance—key areas of focus right now among contact center leaders. Now, a new feature defines the percentage of an agent’s capacity allocated to each type of interaction—and then ties that to agent productivity so supervisors can see which interaction channels are most (and least) successful for each agent. In addition, Lifesize has added the ability for supervisors to evaluate agents’ webchat interactions while monitoring for quality management. And it is providing real-time insights into interactions agents are handling at that moment to help supervisors provide on-the-spot coaching.

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