Abandon rate Agent burnout Analytics Best practices 
Fonolo
AUGUST 3, 2021
The first step is knowing the difference between a report and the analytics within it. The difference between reporting and analytics. Analytics act as the backbone of your reports and daily data. Call length is an analytic that informs reporting on First Contact Resolution (FCR). Abandonment rate.
Playvox
APRIL 27, 2023
Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Make changes based on these actionable insights.
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