Integrated Data, Better Decisions

Inbound and outbound dashboards, ticket reports, CSAT, Voice of Customer, and WFM. Everything can be exported to Excel or integrated through the API.

Inbound Analytics

Every incoming interaction, across voice and digital channels, measured the same way.

LivePerformanceSLA & QualityChannels

Offered1,240

Answered1,16293.7%

Abandoned78in queue 51 · while ringing 27

ASA0:18from 1,162 interactions with a measured time

AHT4:32from 1,162 interactions with a measured time

Service level86%1,066 of 1,240 within target · goal 80%

Transfer rate6%

FCR81%

Dashboard & Report

Complete Analytics for Inbound & Outbound

Analyze inbound and outbound activity in real time, from interaction volume, response time, and agent performance to SLA achievement.

SummaryBacklog & AgingAgents

Tickets created412WhatsApp 210 · Email 96

Solved / closed36188% of created

Open backlog now519 older than 3 days

Response SLA met92%379 of 412

Inbound Ticket Report

Monitor Ticket Handling Performance End to End

From ticket volume and backlog to SLA, analyzed in one dashboard.
Comes with direct access to ticket details to make evaluation easier and ensure every customer request is properly followed up.

Net Promoter Score

+4258% promoters − 16% detractors

Detractors 0–6Passives 7–8Promoters 9–10

Voice of Customer · NPS

Voice of Customer

Measure customer experience and loyalty with monthly Net Promoter Score (NPS) surveys sent by WhatsApp and email.
Identify less satisfied customers and prioritize follow-up to improve service quality.

CSAT Results

Customer ratings across the tenant.

ReportResponses

Requests sent820

Response rate41%336 / 820 · pending 484

Average score4.5

Satisfied89%4 and 5 star scores

CSAT

Customer Satisfaction Surveys After Each Ticket

Find out how satisfied customers are with CSAT surveys sent automatically after a ticket is resolved.
Each survey result is linked to the related product, so customer satisfaction can be evaluated more specifically for each product or service.

WFM report

Adherence93%

Occupancy71%

Shrinkage12%

Agent	Scheduled	Present	Adherence
Sari	08:00:00	07:52:10	95%
Bayu	08:00:00	07:10:45	86%

Workforce

WFM Report

Manage schedules and evaluate agent activity with integrated Workforce Management reports.
Track schedule adherence, agent occupancy, and time unavailable to serve customers (shrinkage) to improve operational efficiency and team management.

Names, numbers, and figures in all screens are sample data.

Other products

Explore the other modules

InboundIncoming calls, AI Voice, web calls, video calls, chat, and social mediaLearn more →Customer serviceTickets and SLA, email, contacts, softphone, scripts, internal chatLearn more →AIAI Agent, AI Voice & Robocall, AI QA Scoring, AI QueryLearn more →OutboundPredictive dialer, marketing campaigns, broadcast, data managementLearn more →OperationsAppointments, team & settings, and APIsLearn more →Staff OutsourcingManpower, recruitment & selection, trainingLearn more →

See How Kontakami Works for Your Business

Book a demo with our team to see firsthand how Kontakami can be tailored to the operational and customer service needs of your company.

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