Introduction to Insights

It's important to keep track of performance to adjust, optimize and get the full benefit of your efforts. In Adversus, you can find Insights in the menu on the left side dedicated to tracking performance. Under Insights, you'll find seven different features.

Each of these features are made to help you monitor performance and keep track of agents in the system.

In the Reports module, you'll find the raw numbers that are the basis of creating your KPIs (Key Performance Indicators), e.g., total number of calls, number of successes, hit rate, etc.

You can monitor the performance of your activities however you see fit. Group the data by users, campaigns, projects (several campaigns) or user groups (several users).

To get started creating your reports, we have made a set of default KPIs that you can choose from, but if they don't cover your needs for performance tracking, you can create custom KPIs; either by using a form or combining existing KPIs to create a composite. The opportunities are many!

If you need help creating a report, follow this guide.

In dashboards, you can create your very own dashboards to show, monitor and share performance live. By adding dashboard widgets, you can build your dashboard however you'd like. Each individual widget displays a KPI - of your choosing - in an easy and accessible way.

Share dashboards with your agents to visualize their performance and boost motivation. You can also share dashboards with relevant/interested third parties outside of Adversus by simply sending them the unique link.

Like Reports, it's also possible to create your own KPIs from Dashboards - or use the ones you've already created in the Reports module.

The Sales module gives you relevant insights if you're using Adversus for direct sales using products.

You can monitor which products your agents sell while keeping track of the expected sales based on products added to non-closed leads.

You can also edit the sale by changing the status (In progress, Success, Cancelled, Approved, Rejected).

Read about how to use the sales module here.

In the Live module, you have the possibility to see what agents are currently doing. You can see each agent that are logged in, see which leads they have contacted and the outcome (based on status) of each conversation.

From Live, you can also listen live to the current conversations or use the whisper function to talk to your agents - can be used while they're talking to a lead, but also between calls.

Use Workforce to get an overview of your agents' logged online and break time, and the ratio between the two. With the time management feature, you can easily spot tendencies and potential agent pain points.

Filter your view based on which users you'd like to see. Choose from specific user, teams or groups, and pick the timeframe.

Use Adversus' Quality module to review your leads one by one, and make sure that you never miss out on a single call that is important to you.

Filter your way to the leads/calls you'd like to review and start your QA session. You can choose to either approve or reject the lead, and when you're finished, decide what happens to the approved/rejected leads.

From Groups, you have the opportunity to gather several users or campaigns to benchmark through the Analytics module.

Read more about user groups.

Read more about projects.