What you see from day one
When a new customer joins SIVO, they find four operational views ready to use without any setup:
- Queues — inbound, answered, abandoned calls. Average and max wait time. Service Level by queue and by hour.
- Agents — who's available, on call, on break. Average handle time. Pause-reason distribution.
- Call flows — where people drop off, which menu options are used most, where conversations are abandoned.
- Volume — calls by hour, day and month. Comparisons against previous periods. Peak-hour heatmap.
For Monday morning reports
Every metric exports to Excel/CSV. For executive dashboards you can download raw data and plug it into your corporate BI. Your data stays yours — no lock-in.
Alerts without watching the screen
Set thresholds: when wait time exceeds X minutes, when abandonment goes above Y%, when an agent has been paused over Z minutes. We notify you by email or push it to your ticketing system.
Operational compliance
For regulated sectors (banking, health, insurance), SIVO logs every important action with author, timestamp and context. Auditors get read-only access when needed.