Analytics
Historical Analytics & Business Intelligence
for Omnichannel Customer Engagement.
Understand how your business performed. Wemacx Analytics is a dedicated historical reporting and business intelligence platform — built specifically for omnichannel customer engagement operations. It answers the strategic question every CX leader, COO, and operations head needs answered: what happened, why it happened, and what to do differently.
Unified reporting across voice, WhatsApp, email, chat, SMS, social, AI channels, and CRM — from enterprise-level executive dashboards down to individual interaction records — with the depth and flexibility that enterprise operations actually require.
What Wemacx Analytics answers
Wemacx Intelligence Suite — three distinct capabilities
The intelligence your leadership needs — without the report requests.
Executive dashboards in most analytics platforms are summaries of operational data. Wemacx Analytics approaches executive intelligence differently — surfacing business outcomes, not interaction statistics. Revenue influenced by the contact centre. Customer retention rates. Channel efficiency by cost per resolution. Strategic KPIs that connect CX performance to commercial results.
Role-based dashboards ensure that the CEO, the COO, the CX head, the operations manager, and the regional director each see the view relevant to their decisions — automatically, without requiring a data team to build custom reports for every stakeholder.
Executive KPIs tracked across the platform
Build dashboards that reflect how your business actually measures success.
Analytics Studio is the Wemacx no-code dashboard builder — designed for CX leaders and operations teams who need to present performance in the way their organisation understands it. Combine metrics, visualisations, and data sources into configurable executive dashboards without requiring a data engineering team.
Every dashboard is shareable, schedulable, and role-restricted. Build the view your CEO needs for the Monday morning briefing. Build the operational dashboard your contact centre managers check daily. Build the regional comparison your sales leadership uses in quarterly reviews. One studio — unlimited configurations.
Configurable KPI Widgets
Every KPI widget in Analytics Studio is configurable — metric definition, calculation method, threshold, visual format, and data source. Standard industry metrics are pre-built. Industry-specific business metrics are configurable without code.
Example configurable KPIs by industry
Dashboard capabilities
Enterprise Drill-Down Hierarchy
From the enterprise view to the individual interaction — in a single drill-down path.
Most analytics platforms show you a number. Wemacx Analytics shows you the number and lets you interrogate it. When the monthly CSAT score drops, you do not need to raise a report request or wait for an analyst to slice the data. You drill down — from enterprise, through business unit, region, branch, department, queue, team, and agent — until you find exactly where the performance changed.
The same drill-down path applies to every metric on the platform. SLA adherence, first contact resolution, abandonment rate, interaction volume, campaign conversion — all structured through the same eleven-level hierarchy, with consistent filters applied as you descend.
For enterprise operations with multiple business units, geographies, and channel configurations, this is the analytical capability that transforms a reporting tool into a management instrument.
Understand how customers move through your organisation — not just how they interact with your contact centre.
Customer experience does not begin when a call connects or a message is sent. It begins when the customer first encounters a problem and ends when it is fully resolved. Wemacx Analytics maps the complete journey — across channels, across sessions, and across time.
Cross-Channel Journey Mapping
Visualise the paths customers take across website, voice, WhatsApp, email, chat, and social — identifying where journeys flow efficiently and where they fracture into repeat contacts or channel switching.
Repeat Contact Analysis
Identify customers who contacted more than once about the same issue — broken down by channel, team, and resolution type. The repeat contact rate is among the clearest indicators of operational effectiveness.
Customer Experience Metrics
CSAT, NPS, and CES tracked historically — with trend lines, period comparisons, cohort analysis, and correlation to operational variables including response time, channel, and team. Understand what drives satisfaction, not just what the score is.
Voice of Customer Analytics
Customer-expressed needs, complaints, and feedback aggregated from interaction data — surfaced as trends, not individual records. Understand what your customers are telling you at scale, across every channel where they communicate.
Churn & Retention Indicators
Historical interaction patterns that correlate with customer attrition — repeated unresolved contacts, declining satisfaction scores, complaint escalation history, and channel abandonment — analysed retrospectively to inform retention strategy.
Geographic & Regional Experience Analysis
Customer experience performance broken down by region, city, branch catchment, and territory — enabling regional leaders to benchmark their customer experience against the enterprise average and against comparable geographies.
One reporting platform for every channel your business operates.
Most organisations measure each channel separately — voice reports in one system, digital channels in another, campaign results in a third. The result is a fragmented picture of customer engagement that makes channel strategy decisions unreliable.
Wemacx Analytics provides a single historical reporting platform across every channel — with consistent metric definitions, consistent time periods, and consistent segmentation. Compare voice performance against WhatsApp. Measure the cost per resolution on email versus chat. Track channel adoption trends over twelve months. Make channel investment decisions on evidence, not assumption.
Track every commitment your operation has made — and whether it was kept.
Historical SLA reporting surfaces not just whether targets were met, but the pattern of when and why they were missed — enabling operations leaders to address root causes rather than manage exceptions reactively.
Queue Performance — volume, wait time, abandonment, and service level by queue and time period
Response & Resolution Time — historical trends by channel, team, and issue category
Abandonment Analysis — where and why customers disconnected before resolution
SLA Breach Patterns — recurring failure points by hour, day, team, and queue
Interaction Volume Trends — seasonality, growth patterns, and demand forecasting signals
Channel Adoption Tracking — how customer preferences are shifting over time
Performance data that informs decisions — not just reviews.
Historical performance analytics at the agent and team level should drive workforce planning, training investment, recognition, and structural decisions. Wemacx Analytics provides the depth and longitudinal view that makes those decisions defensible.
Individual Agent Trends
Performance over time — not a single score, but a trajectory. Identify agents who are improving, stagnating, or declining, and intervene before the pattern compounds.
Team Benchmarking
Compare teams against each other and against the enterprise average — across consistent metrics, time periods, and channel types. Identify the structural differences that produce better outcomes.
Productivity & Utilisation
AHT, occupancy, talk time, after-call work, and utilisation trends by agent, team, and period. Understand where capacity is being consumed and where it is available.
Outcome Attribution
Connect agent and team activity to business outcomes — resolution rates, customer satisfaction scores, conversion rates, and escalation rates — attributed to the individuals and teams responsible.
Schedule Adherence History
Historical view of when agents were available versus when they were needed — identifying patterns that inform scheduling optimisation and capacity planning.
Cohort & Tenure Analysis
Performance segmented by agent tenure — understanding how long it takes new agents to reach performance benchmarks and where onboarding investment produces the fastest returns.
Performance Distribution
The full distribution of agent performance — top quartile, median, and bottom quartile — by metric, team, and period. Understand spread, not just averages.
Campaign Performance by Agent
For outbound operations — conversion rates, contact rates, and outcome rates by agent across campaign types, with historical trend tracking.
Stop reacting to demand.
Start planning for it.
Wemacx Analytics uses historical interaction data to surface demand patterns — daily, weekly, monthly, and seasonal — that enable operations teams to plan staffing, capacity, and resource allocation with confidence rather than intuition.
Forecasting in Wemacx Analytics is grounded in your own operational history — not generic industry benchmarks. The patterns in your data, your customer base, and your channel mix are the inputs. The output is a staffing and capacity model that reflects the reality of how your customers actually behave.
Interaction Volume Forecasting
Historical volume patterns projected forward — by channel, queue, and time period. Identify peak periods, seasonal spikes, and growth trajectories with statistical confidence.
Staffing Requirement Modelling
Translate forecasted volume into headcount requirements — by channel, shift, and skill group — with scenario modelling for different SLA targets and occupancy assumptions.
Seasonality & Pattern Analysis
Year-on-year, month-on-month, and intraday pattern analysis — surfacing the recurring demand cycles that should inform scheduling, campaign timing, and resource allocation.
Capacity Utilisation History
How efficiently was available capacity used in each period? Identify recurring over- and under-staffing patterns and the cost implications of each.
Connect customer engagement performance to the commercial results it produces.
The question every executive ultimately asks is not how many interactions were handled — it is what those interactions produced for the business. Wemacx Analytics connects operational metrics to commercial outcomes.
Revenue Attribution
Which interaction types, channels, teams, and agents produce revenue outcomes? Campaign conversion, upsell and cross-sell rates, and lead-to-close attribution — historically tracked and segmented.
Acquisition Analytics
Inbound enquiry volume, lead qualification rates, conversion by channel and campaign, and the historical performance of different acquisition strategies — connected to contact centre handling data.
Retention Analytics
Retention conversation outcomes, save rates, at-risk customer identification based on interaction history, and the correlation between service experience quality and renewal or repurchase behaviour.
Campaign Outcome Analytics
Historical performance of outbound and inbound campaigns — contact rate, conversion rate, revenue generated, and cost per acquisition — broken down by campaign type, target segment, and channel.
Collections & Recovery Analytics
For operations managing collections or payments — promise-to-pay rates, payment completion rates, collections recovery by agent and campaign, and historical roll-rate analysis.
Cross-Sell & Upsell Performance
Historical tracking of upsell and cross-sell outcomes by product, channel, agent, and customer segment — enabling commercial teams to identify where and with whom these conversations produce the best results.
Data that communicates — not data that requires interpretation.
Wemacx Analytics is built around the principle that data should surface insight without requiring a user to manipulate it. Visualisations are selected to match the nature of the metric — trend data shown as trend graphs, distribution data shown as distributions, geographic data shown on maps. The right visual for the right data, configured by the organisation\'s own analysts.
Reporting delivery options
Scheduled Reports
Automated delivery on daily, weekly, monthly, or custom schedules — by email, to a shared drive, or via API.
Export Formats
PDF for presentations, Excel for analysis, CSV for data pipelines, PowerPoint for executive briefings.
BI Tool Integration
Native connectors to Power BI, Tableau, Looker, and any BI tool via REST API or ODBC.
Shared Dashboard Links
Shareable, access-controlled dashboard URLs — for internal stakeholders or external clients.
Threshold Alerts
Automated notification when a KPI crosses a defined threshold — not just in real time, but for period-end reports.
Not a reporting module. A business intelligence platform
built for omnichannel customer operations.
| Generic Analytics Platforms | Wemacx Analytics | |
|---|---|---|
| Channel coverage | Single channel or manual data consolidation |
Unified reporting across voice, digital, AI, and CRM from one platform
|
| Drill-down depth | Dashboard to team level at best |
Enterprise through to individual interaction — 11 levels, any metric
|
| KPI configurability | Fixed metric library |
No-code configurable KPI widgets for any business-specific metric
|
| Dashboard creation | Requires BI team or vendor professional services |
Analytics Studio — self-service, no-code, role-specific dashboard builder
|
| Business outcome analytics | Operational metrics only |
Revenue, retention, conversion, and commercial KPIs alongside operational data
|
| Journey analytics | Single-session or single-channel view |
Cross-channel, cross-session customer journey mapping and analysis
|
| Forecasting | Third-party tool or spreadsheet-based |
Native forecasting from operational history — volume, staffing, capacity
|
| Industry KPIs | Generic contact centre metrics |
Configurable industry-specific KPIs — collections, insurance, banking, retail
|
| Data residency | Cloud-only, data leaves your environment |
On-premise, private cloud, or hybrid — data stays within your boundary
|
Native to the Wemacx platform
Wemacx Analytics draws from the same data that powers your contact centre, omnichannel routing, CRM, and AI channels. There is no ETL pipeline, no data warehouse to maintain, and no lag between operational activity and analytical visibility.
Enterprise security and data sovereignty
All analytics processing occurs within your defined infrastructure boundary. Sensitive customer interaction data is never transmitted to external analytics services. Full audit trail and role-based access enforced at the data layer.
Historical depth without data limits
Retain and analyse interaction data across multiple years. Identify seasonality patterns that only become visible with multi-year data. Build forecasting models on your own operational history — not on industry averages.
Your operation generates data in every interaction.
Wemacx Analytics makes it intelligence.
We demonstrate Wemacx Analytics on your actual operational context — showing executive dashboards, drill-down reporting, customer journey analytics, and forecasting in a live platform session tailored to your industry and your metrics.
30 minutes. Your questions. Your data context. No generic demonstrations.