Real-Time Analytics

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 83% of contact‑center agents report increased productivity after implementing AI tools. 

1. What is Real-Time Analytics?

Real-time analytics is the process of collecting, analyzing, and acting on data instantly as it is generated. In contact centers, it enables immediate decision-making, call monitoring, and agent assistance without delays. Tools like Convin’s real-time analytics engine help supervisors monitor calls live and flag issues instantly.

2. What is an example of real-time analysis?

A common example is live call sentiment analysis in contact centers. As a conversation unfolds, AI identifies negative sentiment, compliance risks, or escalation cues, enabling live intervention or coaching. Convin uses this to offer real-time agent assistance and QA insights.

3. What is a real-time analyst?

A real-time analyst manages contact center performance as it happens. They monitor call queues, agent status, service levels, and apply dynamic changes to maintain SLAs. With Convin, these tasks are often automated using AI-powered live dashboards.

4. What are examples of real-time data?

Examples include:

• Live call transcripts
• Agent availability
• Customer sentiment score
• Queue length
• First response time

Convin’s real-time analytics dashboard captures all of these for faster resolution and performance tracking.

Turn live data into action, see how Convin’s analytics boost agent performance