In voice operations, having access to data is rarely the issue. The real challenge is turning that operational data into decisions that support business outcomes. Although dashboards and reports are available, many companies still make choices based on assumptions and manual effort.
Supervisors often work with spreadsheets and unconnected systems. As a result, it’s difficult to identify bottlenecks, prioritize routes, or act quickly in critical situations. Consequently, operations lose efficiency, struggle to scale, and can’t technically prove their progress.
In this context, Khomp’s Insight acts as a bridge between operations and strategy. It delivers management-focused views based on technical voice indicators. Therefore, it enables faster, safer, and more data-driven decisions.
Too much data, not enough intelligence
Many operations track dozens of metrics. However, most aren’t actionable. Often, data is collected out of habit or system default — not due to strategic relevance.
Additionally, when data is analyzed in isolation, leaders lose the integrated picture. Because of that, errors repeat, response time increases, and strategic alignment is lost.
To avoid this, operations need to consolidate key voice indicators into a structured, filterable, and comparable view. That’s how raw data turns into real intelligence.
What is operational data in voice environments?
Operational data refers to raw records generated during daily voice operations. It includes:
- Total calls per hour
- Volume by result type (answered, rejected, voicemail, etc.)
- Quality metrics (MOS, jitter, packet loss, NER)
- Call classifications via AI (live human, voicemail, fax)
- Campaign, agent and group performance
These records are critical. However, their value grows exponentially when structured visually for monitoring and decision-making. That’s exactly where Khomp Insight delivers.
Insight: turning operational data into strategic actions
Khomp Insight is a business intelligence platform that transforms operational data into strategic dashboards. It collects, structures, and displays metrics in a practical way. As a result, teams no longer rely on spreadsheets or multiple systems.
In addition, users can filter data by period, campaign, group, agent or result type. This helps uncover patterns, validate assumptions, and act based on facts — not perceptions.
Here are some practical examples:
- Track unproductive calls by campaign and time
- Compare groups and agents by quality and call time
- Detect technical issues based on MOS or SIP errors
- Analyze historical trends for strategic revision
With these features, Insight becomes an essential tool for contact centers and corporate voice operations that seek data maturity and process control.
How Insight fits the Khomp ecosystem
Insight is part of Khomp’s communications solutions and works in synergy with other products:
- Manager One: centralizes data collection and routing
- Analytics: AI-powered classifier of unproductive calls
- Cloud Recorder: stores audio for traceability and compliance
- Smart Monitoring Platform: integrates operational visibility with technical control
By combining these tools, Khomp provides a complete chain — from data capture to strategic insight — helping companies make faster and more accurate decisions.
Throughout this article, you found links to solutions and additional content that expand on this topic and show how Khomp helps organizations achieve greater efficiency and control. Explore these references and take the next step toward smarter management.