NEXT - Analytics

You will only be able to see this area if you are an Administrator or a Supervisor in NEXT.

1. Log in to NEXT via https://app.nextiva.io/lioncc/.

   • Your login information was emailed to you from no-reply@nextiva.com. This email is triggered when a user is created in NEXT.

2. In the left navigation, select More.

3. In the More Options panel, select Analytics.

4. In the left panel, select from the Dashboards or Reports sections to view your options.

5. Select the different dashboard or report types to view them in more detail.

There are three dashboards available: Customer Engagement, AI Employee Engagement, and Agent Performance. Select any dashboard from the left panel to view it.

Each dashboard shows a Last updated timestamp in the upper right, along with a refresh icon so you can manually refresh the data.

To reorder the dashboards in the left panel, select the ⋮ icon next to a dashboard name, then choose Move Up, Move Down, or drag it to a new position.

Provides a quick overview of customer engagement to help you track interaction trends and enhance customer experiences across channels.

On the Customer Engagement dashboard, you will see:

• Total Tickets — all inbound tickets over the selected date range

• Open Tickets — all unresolved customer issues

• SLA Breach Rate — percentage of cases not resolved within the defined SLA

• First Response Time — average time to first reply

• Ticket Volume by Channel — breakdown of ticket volume across Calls, Chat, and SMS

• Total Conversations — breakdown of AI Employee Only vs. Transfer to Inbox/User, shown as a donut chart and trend line

• Trending Topics — most common topics raised by customers

• Calls received and made — bar chart of call volume over the selected date range

• SMS Received And Made — bar chart of SMS volume over the selected date range

• Missed call & Voicemail — Missed Calls and Voicemails counts, with a trend line showing both over time

The following filters are available on the Customer Engagement dashboard:

• Last 7 days — select a date range

• Campaigns

• Priority

• Inbox

• Status

• Channel

• Time Zone

Provides real-time insights into AI Employee behaviour and interaction patterns.

On the AI Employee Engagement dashboard, you will see:

• Total Conversations — breakdown of AI Employee Only vs. Transfer to Inbox/User, shown as a donut chart and trend line

• Transferred Conversations — volume of conversations transferred to a User or Inbox over time

• Conversation Time Breakdown — pie chart showing time split between AI Employee Conversation, Human Conversation, and Wait Time

• AI Employee Participation % — displays the agent usage rate as a percentage, with a trend line showing change over the selected date range

• Functions used by AI employees — table listing each function executed by the AI Employee, along with the number of executions and execution percentage

• New leads captured — shows the total number of unique leads captured by the AI Employee over the selected date range

• Average Number Of Messages Across Sessions — pie chart showing the distribution of messages across Customer Messages, AI Employee Messages, and Human Agent Messages

The following filters are available on the AI Employee Engagement dashboard:

• Last 7 days — select a date range

• Campaigns

• Priority

• Inbox

• Status

• Channel

• Skills

• Time Zone

• Business Hours

Provides near-real-time insights into agent productivity and cross-channel interactions.

On the Agent Performance dashboard, you will see:

• FCR Rate — percentage of tickets resolved on first contact

• Average Time to Close — average time to close tickets

• Average First Response Time — average time to first reply

• Resolution Rate — percentage of resolved tickets

• Average Handle Time — average user time per ticket

• Ticket Volume by Status & Priority — bar chart broken down by In Progress, Open, and Closed

• Agent Occupancy Rate — agent workload as a percentage

• Agent Utilization Rate — per-agent utilization breakdown

• Agent-wise Ticket Handling by Status — ticket handling breakdown per agent

The following filters are available on the Agent Performance dashboard:

• Last 7 days — select a date range

• Campaigns

• Priority

• Inbox

• Status

• Channel

• Time Zone

The Reports area is accessed by selecting Reports in the left navigation. It gives Supervisors and Administrators a single place to view previously built reports and to create new ones from a library of templates. A set of frequently used system reports is also listed directly beneath Reports in the left navigation for one-click access.

Select Reports in the left navigation to open the Reports page. This page generates insightful reports on demand or on a schedule, and lists every report available to you — both system-provided and custom — with the following columns:

• Name

• Description

• Type — System for built-in reports, or Custom for reports you or others have created

• Created By — shows the creator's name and email address

Use the All Reports and Created by filters at the top of the page to narrow the list, the search bar to find a specific report by name, and the view icons in the upper right to switch between compact, standard, and expanded row views.

Each row includes a Run icon (▷) to open and run the report, and a ⋯ menu with the following actions:

• Edit — update the report's name, description, time period, or timezone

• Duplicate — create a copy of the report (the copy is named [Original Name]_copy)

• Schedule — set up recurring delivery of the report

• Delete — permanently remove the report

1. Select Reports in the left navigation.

2. Select + Custom Report in the upper right.

3. In the Report Templates gallery, search or browse to find a template, then select it. Available templates include:

1. Fill in the following details:

   • Template — pre-selected based on your choice above

   • Name — enter a name for your report

   • Description — optional description

   • Time Period — select the date range (for example, Last 30 days)

   • Timezone — select your timezone

2. Select Save to create the report. It will appear in your Reports list on the Reports page.

1. On the Reports page, select the ⋯ menu next to the report you want to change.

2. Select Edit to open the Edit report screen, where you can update the Name, Description, Time Period, or Timezone. The Template field is read-only and shows which template the report was created from. Select Save to apply your changes, or Cancel to discard them.

3. Select Duplicate to create a copy of the report. The copy appears in your Reports list with _copy added to the name.

4. Select Delete to permanently remove the report.

Select the Run icon (▷) next to a report to open it. From this view, you can:

• Toggle Pivot mode in the Components panel

• Switch between the three view/density icons

• Filter the report by date range (for example, Last 30 days)

Use the search bar above each report to find a specific piece of information.

Download any report you are viewing by selecting the Export button in the upper right corner of the report, then choosing Download .CSV, Download .XLSX, or Download .JSON.

Once you download it, it will appear in your web browser's Downloads folder. From there, you can drag & drop it to save it to your computer's desktop, or save it elsewhere.

Schedule the report you are viewing to run automatically by selecting the Schedule button in the upper right corner of the report (or by selecting Schedule from the ⋯ menu next to a report on the Reports page).

In the Schedule window, fill in:

• Schedule — select an existing schedule, or set up a new one

• Recurrence — how often the report should run (for example, Day)

• Day* — the day the report should run

• Time* — the time the report should run

• Send from email address — the sender address for the scheduled email

• Email Subject* — the subject line for the scheduled email

• Recipients* — who should receive the report

• Run Report As — the account the report runs under (defaults to you)

• Export Filename* — the filename for the exported report

• Export Format — the file type for the export (for example, CSV)

• CSV Separator — the delimiter used in the CSV export (for example, Comma)

Fields marked with an asterisk (*) are required.

Select Create to schedule the report, or Cancel to discard your changes.

When looking at any report, you will see the compact, standard, and spacious view icons in the upper right corner, next to the Export button.

Select any of these to add more space or details to the line items within the report you are viewing.