With AI at the core, Enterprise Analytics introduces impactful capabilities that work together to uncover what matters most, evaluate agent performance objectively, and improve customer experience across every channel. A great option for on-prem customers to get started with AI.

Key Features:

Auto QM – Auto QM can automatically evaluate up to 100% of customer interactions against consistent performance criteria. AI-driven scoring delivers unbiased, actionable insights to support agent development and elevate customer experience.

Key Benefits:

  • Gain objective insights into agent performance and identify coaching needs faster.

  • Improve consistency in evaluation across large or distributed teams.

  • Free up QA resources to focus on high-impact issues.

For more information on Automated Evaluation Scores, see https://wfohelp.com/doc/Content/user-guides/analytics/navigating-autoQM.htm.

For more information on Auto QM Evaluation Criteria, see https://wfohelp.com/doc/Content/user-guides/analytics/understanding-AutoQM-evaluation.htm.

Trending Topics – AI reviews thousands of customer conversations and highlights the most common reasons for customer inquiries into a manageable list of prioritized topics.

Key Benefits:

  • Identify the top reasons customers are reaching out.

  • Pinpoint where agents are struggling and align coaching efforts.

  • Monitor emerging issues without sifting through individual calls.

  • Streamline root cause analysis and accelerate response times.

For more information, see https://wfohelp.com/doc/Content/user-guides/analytics/trending-topics.htm.

Interaction Summary – Powered by Generative AI, Interaction Summary automatically generates concise, consistent summaries of customer interactions across voice and digital channels. Additionally, Interaction Summary is also available with Webex WFO Bundle and Webex Analytics + Transcription Bundle.

Key Benefits:

  • Helps eliminate the need for manual notes and reduces after call work.

  • Identify which conversations require evaluation.

  • Spot recurring themes like repeat callers or unresolved issues.

  • Enables faster coaching and efficient issue resolution across the contact center.

  • Agents can also leverage this feature.

For more information on Data Insights Panel, see https://wfohelp.com/doc/Content/user-guides/media-player/data-insights-panel.htm.

For more information on Interaction Summary, see https://wfohelp.com/doc/Content/user-guides/analytics/interaction-summary.htm.

Table 1. Existing Capabilities and the new packages

Analytics + Transcription

Enterprise Analytics

Insights

Live Screen Monitoring

Agent Explorer

Desktop Analytics

Transcription

Application Usage

Desktop Manager

Predictive Eval Scoring

Predicative Net Promoter Scoring

Sentiment Analysis

Phrase Manager

Interaction Summary

All Features in Analytics + Transcription

Auto QM Standard Questions

Auto QM Score Reasoning

Auto QM Dashboards

Auto QM Score Justification

Auto QM Question Library

Auto QM Customizable Scorecards with Weights and Thresholds

Auto QM Form Manager

Auto QM Target/Goal

Auto QM Auto Fail by From/Section

Trending Topic Analysis

Trending Topic Level Impact

Trending Topic Sentiment Analysis

Trending Topic Notification/Alert

Together, Interaction Summary, Trending Topics, and Auto QM create a powerful cycle of continuous improvement.

  • Trending Topics identifies emerging issues and hot spots across customer conversations.

  • From there, evaluators/supervisors can quickly drill into Interaction Summaries to understand the context behind the trend—without reading full transcripts.

  • Once you’ve pinpointed where performance needs to improve, Auto QM enables you to scale targeted evaluations across 100% of interactions to measure, monitor, and coach with precision.

With Enterprise Analytics, contact centers can move beyond guesswork and start focusing on the conversations that matter most. By combining insight and automation, teams can uncover emerging issues faster, coach with greater precision, and drive meaningful improvements in agent performance and customer satisfaction.