Connection: CCI created a new connection with other databases and set up the mapping of Salesforce objects.
Data sets: To solve for disparate data sets, we created new datasets in the Einstein Analytics studio to route and aggregate all data in one place.
Data flow: We created new dataflows and set up sync jobs to ensure data flowed into the right locations.
Lenses: By overlaying a new lens on the data sets, we enabled the courier to answer questions for different business leaders and departments for SLA analytics, agent performance and channel-related data.
Dashboards: Our team created new dashboards with real-time analytics and SLA lenses for daily, weekly and monthly insights by agent and location.
Analytics Applications: CCI’s experts created unlimited customizable analytical applications to surface the data for insights needed to make better business decisions. The applications included analytics by channel, SLA and escalations among others.