Monitoring & Analytics
Real-time Call Dashboards
Follow what your agents are doing as it happens, and track whether they are delivering the results you deployed them for.
Dashboards show how your Sarj agents are performing, live and over time. They answer two questions: what is happening right now, and is the deployment working?
Live view
The live view shows the conversations in progress across your channels, so your team can see volume as it builds, spot a spike early, and watch handoffs arrive in their queues.
Measuring results
The measures that matter are the ones you agreed before launch. Common ones include:
Resolution
The share of conversations Sarj completes without a handoff.
Handoffs
How often, and why, conversations reach a person.
Actions completed
Bookings made, records updated, promises to pay logged.
Customer experience
Wait times and satisfaction, compared with your previous baseline.
Your Sarj deployment team configures the dashboards around your use case and success measures.
Reading the trends
By intent
See which requests come in most and which ones end in a handoff. A rising handoff rate on one intent usually points to a flow worth refining.
By time
Peaks around salary days, Ramadan or a product launch show where an always-on agent is doing the most work.
By channel
Compare phone, WhatsApp, web chat and in-app conversations for the same request.
From numbers to transcripts
Every figure on a dashboard leads back to the conversations behind it. When a number moves, open the transcripts to see why. See Call Transcripts & Logs.