---
title: SuccessKPI Reviews
meta_title: 'SuccessKPI Reviews 2026: Details, Pricing, & Features | G2'
meta_description: Filter 106 reviews by the users' company size, role or industry
  to find out how SuccessKPI works for a business like yours.
aggregate_rating:
  rating_value: 4.3
  review_count: 106
  scale: '5'
date_modified: '2026-09-29'
parent_category:
  name: Call & Contact Center
  url: https://www.g2.com/categories/call-contact-center
---


# SuccessKPI Reviews
**Vendor:** SuccessKPI  
**Category:** [Speech Analytics Software](https://www.g2.com/categories/speech-analytics)  
**Average Rating:** 4.3/5.0  
**Total Reviews:** 106  
**AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality.
## About SuccessKPI
SuccessKPI is the performance platform for human + agentic CX. It measures, manages, and governs the work of both human agents and AI agents in the contact center, holding both to the same standards. Because SuccessKPI is independent of the systems it measures, its scores do not come from the vendor that supplied the AI. What SuccessKPI does SuccessKPI unifies interaction data from CCaaS platforms, CRMs, and business systems into one analytics layer, then applies AI to every interaction instead of a sample. Capabilities include business intelligence and reporting, speech and text analytics, quality management with automated scoring, real-time assistance for agents and supervisors, workforce management, Playbook Builder for automated action, last-mile connectivity monitoring, and security and governance controls. Most quality programs evaluate 1% to 3% of interactions and report weeks later. SuccessKPI scores 100% of interactions, human and AI, against evaluation forms the customer defines. A human reviewer confirms, adjusts, or overrides every AI-assigned score, and the reasoning behind each score is visible. Who uses SuccessKPI Quality leaders, workforce managers, contact center operations executives, supervisors, analysts, and agents. Customers include Centene, DHL, Maximus, and USDA Rural Development. SuccessKPI is deployed in healthcare, mental health and crisis services, financial services, insurance, government, telecommunications, transportation, and BPO operations, and it scales from small teams to several thousand agents. What SuccessKPI connects to SuccessKPI works alongside existing contact center platforms rather than replacing them. Integrations include Genesys Cloud CX, Amazon Connect, and Cisco, along with CRM, workforce, and business systems. Data can be exported to customer-owned storage such as Amazon S3, and reports can be scheduled and delivered by email or triggered by conditions in the data. How SuccessKPI handles security and compliance The platform runs serverless-first on AWS, and customer data stays in the contracted deployment region, including a dedicated EU environment. SuccessKPI is FedRAMP authorized for US federal customers. Controls include 256-bit AES encryption at rest, TLS in transit, SSO and MFA, role-based access down to the data partition, and automated redaction for PCI and PII. The compliance program covers SOC 2, ISO 27001, ISO 42001, PCI DSS, HIPAA, and GDPR. What problems SuccessKPI solves Contact centers use SuccessKPI to lower cost to serve, to put evidence behind compliance on every interaction rather than a sample, to stabilize workforce cost as AI agents change volume patterns, and to show whether an AI deployment is working before it scales further.




## SuccessKPI Reviews
  ### 1. Real-Time KPI Visibility That Strengthens Productivity and Adherence

**Rating:** 5.0/5.0 stars

**Reviewed by:** Anabelle C. | Supervisor, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account added to their profile

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 17, 2026

**What do you like best about SuccessKPI?**

The Bee Hive Dashboard 2.3 has been the most helpful tool in driving KPI success because it provides real-time visibility into agents’ AUX statuses, allowing for more effective monitoring of productivity and adherence throughout the day. It enables quick identification of staffing gaps, supports timely coaching opportunities, and helps ensure agents are aligned with schedule expectations. The dashboard’s real-time insights also improve workforce management decisions, making it easier to maintain service levels and respond proactively to operational needs.

**What do you dislike about SuccessKPI?**

One area for improvement with the Success KPI is that it can occasionally experience delays or lag, which may impact the accuracy of real-time monitoring. During these instances, agent AUX statuses and activity updates are not always reflected immediately, making it more challenging to make timely decisions. While the dashboard remains a valuable tool for managing productivity and adherence, improved system responsiveness and reliability would further enhance its effectiveness and overall user experience.

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI is helping solve the challenge of efficiently monitoring agent performance, adherence, and customer interactions by centralizing key operational data in one place. It provides valuable insights into agent activity, call handling, and productivity trends, making it easier to identify coaching opportunities and support performance improvement. The biggest benefit for me is the ability to quickly access real-time and historical data, which helps me make informed decisions, track agent behaviors, and provide more targeted coaching. It also streamlines the quality review process, improves visibility into operational performance, and allows me to proactively address issues that could impact customer experience and KPI results. Overall, SuccessKPI helps drive accountability, improve efficiency, and support better outcomes for both agents and customers.

  ### 2. Empowers Agent Performance Tracking and Coaching

**Rating:** 5.0/5.0 stars

**Reviewed by:** Taylor H. | Supervisor, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 27, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about SuccessKPI?**

I like the data that SuccessKPI brings and the many filters to help me find what I'm needing and looking for. Being able to see multiple areas of data is very beneficial when presenting to my agents during coaching. The filters when pulling or listening to calls help tremendously to easily find what I am looking for. The initial setup was very easy once my information was entered. I do like the additional updates that have been added and being able to find my agents quality scores in one place has been very beneficial.

**What do you dislike about SuccessKPI?**

I do wish that it would give you the average on the data, as far as the hold times, MCW and case corrections portions. It just gives the numbers for the day, so I have to download it into an Excel sheet and get the average that way, taking an extra step, when I wish I could just filter by the agent's name and it would show me a breakdown of the data daily, as well as the monthly average as well.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI to track my agents' performance and focus on those who need improvement. The data and filters help me find what I need, making coaching more effective. I appreciate the convenience of it all being in one program.

**Official Response from Amy Abascal:**

> Thank you for the feedback, Taylor. Regarding your comment about wanting to see averages for metrics such as hold time, MCW, and case corrections, this functionality may already be available depending on the dashboard you are using.


If you are working from a custom dashboard created specifically for your organization, the dashboard can likely be modified to include the averages you need, which would eliminate the extra step of downloading the data into Excel to calculate them.


If you are using one of the pre-built dashboards available in the Reports Library, there may already be another report or dashboard designed to provide this level of aggregation and trending. In that case, we would be happy to help identify the appropriate report and show you how to filter it by agent and time period to get the information you are looking for.


We appreciate you calling this out. One of our goals is to make sure the information needed for coaching and performance management is readily available within SuccessKPI without requiring additional manual analysis outside the platform.

  ### 3. Effortless Call Review with Detailed Feedback

**Rating:** 5.0/5.0 stars

**Reviewed by:** emile d. | Customer Service Representative, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account added to their profile

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**AI Translated:** This review has been translated from English using AI.

**Reviewed Date:** March 27, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about SuccessKPI?**

I use SuccessKPI to review my calls from work, and it helps me self-reflect and adjust to provide better service. I really like that it's a very easy system to use, and the score system is very useful. The setup was very easy and straightforward with clear section identification, making it easy to maneuver.

**What do you dislike about SuccessKPI?**

The way you can identify errors needs improvement. There should be a section that holds all the errors.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI to review my calls from work. It helps me self-reflect and adjust to provide better service.

  ### 4. Real-Time Monitoring Made Easy for Managers

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User | Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 16, 2026

**What do you like best about SuccessKPI?**

I like how real-time the data is in SuccessKPI. It's easy to navigate, with all the filters and views I need right on the dashboard, which saves me a lot of time. As a manager, I appreciate being able to filter by team and view multiple teams. This feature helps me quickly identify agents who need immediate support and make faster decisions. I find it valuable for managing service levels more effectively and addressing operational issues before they impact the customer experience. I also like that I can use it alongside other tools like AWS and IEX, which track schedule adherence and help me keep on top of who should be on break.

**What do you dislike about SuccessKPI?**

I want the real-time call monitoring to be activated. A saved filter option would also be useful for me so I don't have to filter every time I open the tool.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI to manage real-time service levels, monitor team performance, and address issues with headsets, networks, and system latency. It helps with AHT handling, provides real-time assistance, and allows me to filter and manage multiple teams efficiently.

**Official Response from David Toliver:**

> Thanks for your response.  It looks like you're making great use of SuccessKPI.  It would be worth talking to your SuccessKPI Customer Success Manager about some of the additional capabilities we offer such as agent assist and supervisor assist.  There is real-time monitoring, real-time transcription, screen-pop/agent assist, and more.

  ### 5. Tedious Setup with Limited Reporting Efficiency

**Rating:** 1.5/5.0 stars

**Reviewed by:** Mark W. | Manager of Workforce Optimization, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 28, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about SuccessKPI?**

I appreciate that SuccessKPI helps us with reporting on chat and text metrics. It seems to work most of the time, which is reassuring. I use the reports the most.

**What do you dislike about SuccessKPI?**

It takes a lot of clicks to get to a report. It also leaves out intervals where there is no activity. The initial setup took more time than it should have. The reports can be confusing to set up.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI for reporting on chat and text. It helps us get to our chat and text metrics.

**Official Response from Amy Abascal:**

> Hi Mark - 

I'm sorry to hear you're having a frustrating experience.  We'd love to help you with the reporting configuration.  Please reach out to support@successkpi.com.



  ### 6. Accessible, Game-Changing Data with Powerful Hidden Analytics Features

**Rating:** 4.0/5.0 stars

**Reviewed by:** Salina B. | Manager of Crisis Services & Operations, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 16, 2026

**What do you like best about SuccessKPI?**

The amount of data that is readily available and in such an accessible way has been a game changer when it comes to utilizing and implementing the data. Additionally, there are many hidden features- especially in the documentation and analytics- that make the user experience a lot more refined.

**What do you dislike about SuccessKPI?**

Data is not always stored in a way that makes sense to the user. For example, certain options are available under umbrellas that I wouldn't initially think to find it there. Also, it can be difficult to access or even know what to access as a new user. There are still so many features available to me that I don't know exist as the onboarding system we utilized did not include some of these features, as we didn't necessarily know they would be useful later.

**What problems is SuccessKPI solving and how is that benefiting you?**

I do appreciate that everything is more centrally located. We used to have multiple places where we stored data or kept track of metrics/counselor performance, but now it's relatively all housed here. It means that I can spend more time doing all of the other tasks I need done and less time searching for something.

  ### 7. User-Friendly Solution for Real-Time Agent Monitoring

**Rating:** 4.5/5.0 stars

**Reviewed by:** Rose A. | Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 15, 2026

**What do you like best about SuccessKPI?**

I like that SuccessKPI is user-friendly and focuses on bringing together different sources of operational data. This helps teams make faster and more informed decisions while improving both customer and agent experiences. I also appreciate being able to check the real-time auxes and activities of agents. Additionally, SuccessKPI provides more detailed information and data compared to the previous product we used, NICE IEX. The initial setup was great and easy.

**What do you dislike about SuccessKPI?**

none

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI solves a core contact center issue by allowing us to see real-time agent activities, understand problems, and take action. It integrates operational data from various sources, helping us make faster, informed decisions while improving the customer and agent experience.

  ### 8. Excellent for Monitoring Agent Activity and Ensuring Consistent Standards

**Rating:** 5.0/5.0 stars

**Reviewed by:** Vrent R. | Supervisor, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** September 16, 2026

**What do you like best about SuccessKPI?**

It’s been most helpful for monitoring agents’ activity throughout the day. It also helps me spot opportunities for improvement and make sure all agents are consistently following the gold standard.

**What do you dislike about SuccessKPI?**

There’s no option to save agents under the supervisor’s name. Also, the information sometimes takes a while to load.

**What problems is SuccessKPI solving and how is that benefiting you?**

It’s helping me improve our agents’ productivity. Not only that, it also helps us reduce the number of agents who are out of adherence.

  ### 9. Very Helpful for Real-Time Adherence and Productivity Tracking

**Rating:** 5.0/5.0 stars

**Reviewed by:** Hannah A. | Associate, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 16, 2026

**What do you like best about SuccessKPI?**

The tool is very helpful for monitoring real-time adherence and tracking employee productivity.

**What do you dislike about SuccessKPI?**

Incomplete picture: Not everything that matters can be measured. Teamwork, creativity, problem-solving, and customer trust can end up being undervalued or overlooked.

Metric manipulation: People may look for ways to improve the KPI on paper without genuinely improving real performance.

Stress and pressure: Overly aggressive KPI targets can hurt morale and increase burnout.

**What problems is SuccessKPI solving and how is that benefiting you?**

It can surface relevant information and guidance during a call, which helps keep the conversation on track. Afterward, a supervisor can review the interaction and spot coaching opportunities. The analytics can also reveal patterns, such as many members calling about the same prescription issue.

**Official Response from David Toliver:**

> What a great idea, Hannah!  I really like your thought to want to measure teamwork, creativity and problem solving.  We actually have the ability to do just that, though I'm not sure it's been creatively used like this.  We have a feature called Deep Prompt (I'll link to a post about it) which allows the user to input a natural language question/prompt, and have the call analyzed by AI to tease out the answer.  It might take a little basic tuning like any question to AI, but it could be "Did the agent exhibit positive creativity in solving the customers problem? Rate this on a scale of 1-10 and explain why or why not."  Then the score and reasoning can be logged to reports, evaluation score cards, etc.  Thank you for the idea!

  ### 10. Excellent transcription and AI monitoring for more accurate analyses

**Rating:** 4.5/5.0 stars

**Reviewed by:** Kelly Daiane d. | Analista de Qualidade e Melhoria Contínua Sr, Enterprise (> 1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**AI Translated:** This review has been translated from Portuguese using AI.

**Reviewed Date:** March 31, 2026

**What do you like best about SuccessKPI?**

The quality of the transcription is very good, which greatly contributes to more accurate analyses. Additionally, the flow of monitoring is well-structured and intuitive, making it easier to track and control quality.

**What do you dislike about SuccessKPI?**

There is a slowdown in the opening of reports, which ends up impacting productivity. I also miss a complete monitoring flow with AI that allows automating the entire process. In the monitoring module, some important filters are missing, such as transfer filter and quality score filter. Additionally, it would be important to have more possibilities in the construction of topics, with the inclusion of "AND" and "OR" logic to refine the rules. Finally, individual indicators per agent are missing, such as silence and over talk metrics, to better track performance.

**What problems is SuccessKPI solving and how is that benefiting you?**

With the SuccessKPI tool, it is possible to transcribe 100% of interactions and conduct a comprehensive analysis of the services. This ensures greater visibility over customer journeys and contributes to a better and more consistent experience.

  ### 11. Powerful Analytics and Intuitive Dashboards That Elevate Coaching

**Rating:** 4.5/5.0 stars

**Reviewed by:** Ronabel M. | Supervisor, Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 17, 2026

**What do you like best about SuccessKPI?**

SuccessKPI stands out for its powerful analytics, intuitive dashboards, and comprehensive quality monitoring tools. It helps our team quickly identify trends, improve coaching effectiveness, and enhance the overall customer experience.

**What do you dislike about SuccessKPI?**

The main drawback is that some reports can be slow to load, and certain advanced features are not always intuitive for first-time users. Enhanced customization options and a more streamlined user experience would make the platform even better.

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI solves the challenge of efficiently monitoring and analyzing customer interactions. It provides actionable insights that help improve agent performance, support effective coaching, and drive better customer experiences, while saving time on manual review processes.

  ### 12. Great for Schedule Adherence and Productivity Monitoring

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jazz A. | supervisor, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 28, 2026

**What do you like best about SuccessKPI?**

I really like the feature that lets us check agents’ adherence to their schedules, along with the gold standard for headsets and the ability to monitor productivity.

**What do you dislike about SuccessKPI?**

Sometimes, when we try to load a large amount of data, it becomes very slow to load.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use it to monitor agent adherence and to check the gold-standard settings for agents.

  ### 13. Smooth Time-Off Requests, Occasional Lag Issues

**Rating:** 5.0/5.0 stars

**Reviewed by:** Hateria J. | csr rep, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 14, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about SuccessKPI?**

I like how easy it is to request time off and log in with SuccessKPI. Logging in is smooth and doesn't give me trouble, and requesting time off is as easy as clicking a few buttons.

**What do you dislike about SuccessKPI?**

Sometimes SuccessKPI lags when pulling up my schedule.

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI helps me view my schedule, apply for time off easily, and decide when to take breaks. The login is smooth, requiring just a few clicks.

  ### 14. Clear Call Visibility That Keeps Me Focused

**Rating:** 5.0/5.0 stars

**Reviewed by:** Carrissa L. | CSS3, Enterprise (> 1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account added to their profile

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** September 29, 2026

**What do you like best about SuccessKPI?**

I like being able to see my calls clearly and understand what I need to focus on.

**What do you dislike about SuccessKPI?**

No issues so far. It’s great software to have access to, and it’s been easy to use.

**What problems is SuccessKPI solving and how is that benefiting you?**

It benefits me because it helps me clearly see which areas I need to work on and where I should focus my improvement.

  ### 15. Real-Time Monitoring with Gold Standard Features

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jonalyn Mariz d. | Operations Manager, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 09, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about SuccessKPI?**

I like the real-time feature of SuccessKPI, which refreshes every 5 seconds and helps me monitor my team's activities in real-time, flag agents who receive missed calls, and identify those on long calls who may need assistance. The Gold standard data is something I use all the time, which aids in reviewing headset requirements and trends. I appreciate the user-friendly interface as well, making it easy to navigate.

**What do you dislike about SuccessKPI?**

When I'm generating data, it sometimes takes 1-2 minutes to load. It would be more useful if it generates data a little faster. Also, adding a feature to save filters would be beneficial.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI to monitor real-time activities and review interactions, ensuring adherence to standards and troubleshooting call issues. The real-time features help me flag agents, monitor their adherence, and assist with long calls, keeping us aligned with our goals.

  ### 16. Helpful Out-of-the-Box Reports and Expert Support That Guide Better Decisions

**Rating:** 4.0/5.0 stars

**Reviewed by:** Hideki O. | Operations Specialist, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 09, 2026

**What do you like best about SuccessKPI?**

SuccessKPI offers helpful insights through out-of-the-box reports and helps guide decisions using many of the metrics commonly used in the market. The SuccessKPI project team also supports you with best practices and technical knowledge on how to use the application effectively.

**What do you dislike about SuccessKPI?**

Some datasets have longer update times than others, so we can’t keep certain reports online. Other reports also require time to reprocess the data, which makes it difficult to understand how the process between Genesys Cloud and SuccessKPI works.

**What problems is SuccessKPI solving and how is that benefiting you?**

Our team knew that Genesys Cloud reporting is different from the Genesys Engage templates we were used to, so our biggest concern during the migration was how to minimize the impact on our daily report automations. With SuccessKPI, we were able to design templates and schedule their delivery, which helped reduce the disruption to our day-to-day reporting activities.

  ### 17. Excellent Adherence Tracking That Drives Improvement and Action

**Rating:** 5.0/5.0 stars

**Reviewed by:** Kent J. | Agent, Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 16, 2026

**What do you like best about SuccessKPI?**

The tool is very helpful for checking adherence and helping the employer understand where they stand with their score. With this tool, we can see who is failing and who is improving, so the employer can take action, do better, and bounce back.

**What do you dislike about SuccessKPI?**

The tools work well for me, and I don’t feel they need any improvements because they provide excellent management.

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI helps employees and agents identify what’s failing and what needs improvement in their scores. It also makes it easier for me to access employee scores and provide real-time updates to them.

  ### 18. Seamless Implementation and Powerful Data Insights with a True Business Partner - SuccessKPI

**Rating:** 5.0/5.0 stars

**Reviewed by:** Terry L. | Director, Customer Experience, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 05, 2026

**What do you like best about SuccessKPI?**

SuccessKPI's products allow contact center leaders to easily dive into the voluminous data that lives within their business.  Their implementation process is seamless and ongoing support makes them more than a vendor; they are a trusted business partner.  They don't sell software.  They learn about your business and truly want to introduce you to techniques to improve quality and efficiency.  Most importantly, SuccessKPI tools can be used affordably by the smallest contact centers but scale up easily to thousands of users.

**What do you dislike about SuccessKPI?**

The data and analytics tool has many "out of the box" reports, but there is a full-fledged business intelligence tool behind it that can be cumbersome, but not impossible, to learn.

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI is my "one stop" shop for all things contact center.  I use their data and analytics platform to perform quality control on every call and produce a daily balanced scorecard which allows agents to police their own quality and we have a series of reports and dashboards that departments throughout the company use to measure and monitor contact center value.  We're using their workforce management tool allows easy forecasting, scheduling and adherence management, and we have recently implemented their suite of artificial intelligence tools to provide a context-based knowledge tool, post-call wrap up summary and call-by-call coaching tips.  While we don't use their "last mile" network monitoring tool since all our agents are onsite, we tested it and this would be a necessity if you have remote agents and need to see their network health and connectivity.

  ### 19. Customizable Reports That Fit Customer Needs

**Rating:** 5.0/5.0 stars

**Reviewed by:** Lucas R. | Contact Center Sênior , Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

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**AI Translated:** This review has been translated from English using AI.

**Reviewed Date:** April 13, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about SuccessKPI?**

It lets you customize reports so they align with the customer’s needs.

**What do you dislike about SuccessKPI?**

It takes a long time to generate the report, and sometimes it times out with an error.

**What problems is SuccessKPI solving and how is that benefiting you?**

We have integration with the Genesys cloud, and Genesys doesn't offer the freedom to customize native reports. Success helps us, based on metrics, to deliver the operational needs.

  ### 20. All Your Scores in One Place—Easy Access in a Few Clicks

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Logistics and Supply Chain | Customer Service, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 17, 2026

**What do you like best about SuccessKPI?**

What I like best about successkpi is that all scores can be easily accessible at one platform with few clicks

**What do you dislike about SuccessKPI?**

The system’s slow loading speed is something that could be improved and worked on.

**What problems is SuccessKPI solving and how is that benefiting you?**

It regularly helps identify areas for improvement in quality and clarifies what we can focus on working on.

  ### 21. SuccessKPI Centralizes Real-Time Agent Status and Saves Supervisors Time

**Rating:** 5.0/5.0 stars

**Reviewed by:** Ayla Mariel D. | Operations Supervisor, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 30, 2026

**What do you like best about SuccessKPI?**

What I like most about SuccessKPI is how it saves time by centralizing data and showing agents’ real-time status in one place, which lets supervisors spend less time tracking updates and more time focusing on coaching and support.

**What do you dislike about SuccessKPI?**

At times, SuccessKPI feels a bit complex, particularly when I’m switching between dashboards and reports. A simpler layout—or a workflow with fewer clicks—would make it easier to navigate and use for my day-to-day supervisor tasks.

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI addresses the challenge of limited visibility into agent performance by bringing call data, agent behaviors, and performance trends together in one place. For me, this makes it much easier to spot coaching opportunities, understand where support is needed, and help agents improve more effectively.

  ### 22. Beehive Helped Us Hit Our Success KPIs

**Rating:** 4.5/5.0 stars

**Reviewed by:** jazz r. | Supervisor, Small-Business (50 or fewer emp.)

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**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 10, 2026

**What do you like best about SuccessKPI?**

The Beehive was the most helpful for achieving our success KPI.

**What do you dislike about SuccessKPI?**

I don’t have any issues to point out so far, but it could be more efficient if it loaded faster.

**What problems is SuccessKPI solving and how is that benefiting you?**

I can identify issues, such as audio problems, and I can also check whether agents are adhering to the required guidelines.

  ### 23. Real-Time KPI Monitoring with Minor Setup Challenges

**Rating:** 4.5/5.0 stars

**Reviewed by:** Antony P. | Cloud enginering Manger, Enterprise (> 1000 emp.)

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**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** May 01, 2026

**What do you like best about SuccessKPI?**

I find SuccessKPI incredible as it refreshes every 5 seconds, providing constant updated information so we don't miss anything. I also like how it classifies our KPIs with the option to select timeframes, which is really incredible. It saves me time because I don't have to calculate KPI by KPI; it does it for me. I appreciate the 360 view of KPIs in real time, which helps me to see the productive KPI of agents under my umbrella. It also pulls and organizes them in an order that's easy to manage with a friendly view.

**What do you dislike about SuccessKPI?**

I would say that when you create a filter, it does not save it. It was difficult to set up because I was not used to utilizing a tool that pulls all KPIs for you.

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI provides real-time updates every 5 seconds, saving me time by calculating KPIs automatically. It offers a 360 view of KPIs, organizing and classifying them into a friendly view, making it easier to manage agent productivity without manual calculations.

  ### 24. Real-Time Tracking of Auxes, SL, and AHT Made Easy

**Rating:** 5.0/5.0 stars

**Reviewed by:** Romeo E. | Supervisor Operations, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 15, 2026

**What do you like best about SuccessKPI?**

We can track and monitor Auxes, SL, and AHT in real time.

**What do you dislike about SuccessKPI?**

Auto-load has some latency, which makes it feel slow.

**What problems is SuccessKPI solving and how is that benefiting you?**

AHT and KRisp system issues can be detected so they can be resolved, and a supervisor can also take a look at them.

  ### 25. Real-Time Monitoring with SuccessKPI Enhances Efficiency

**Rating:** 4.5/5.0 stars

**Reviewed by:** Kathreen C. | Mid-Market (51-1000 emp.)

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**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 28, 2026

**What do you like best about SuccessKPI?**

I use SuccessKPI to monitor my agent's activities in real-time, which helps me flag long calls. I find it incredibly useful because I can see all the activities at a glance without manually checking. I really like the real-time reports that are viewable per interval, and the Gold standard report stands out as it's very helpful for managing agents working remotely. It allows me to determine immediately if the equipment my agents are using aligns with the gold standard, which is critical during CMS Timeliness seasons. I also find SuccessKPI extremely useful on its own, even though we use it alongside Amazon Connect. Although the initial setup was tricky, the training provided made it easier.

**What do you dislike about SuccessKPI?**

I'd say it could be a little faster when ran inside Citrix workspace. And for the AHT feature of the tool, it could be better if we would have views on Inbound and Outbound calls separately.

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI lets me monitor my agents’ activities in real-time and flag long calls, which means I don’t need to check manually. The Gold standard report helps ensure equipment compliance during CMS Timeliness, which is crucial for managing remote agents.

  ### 26. Easy Weekly Scheduling, but Performance Metrics Navigation Needs Simplifying

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Reviewed Date:** April 24, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about SuccessKPI?**

Easy to keep track of work schedule throughout the week, performance metrics are accessible. Integrated into my workflow cleanly in terms of what is relayed back to SKPI. No comments on pricing or ROI, as I am an employee and do not manage SKPI's updates. No comments on AI integration as I do not utilize any of that in regards to SKPI. No comments on support or onboarding, either, for the same reason.

**What do you dislike about SuccessKPI?**

Performance metric navigation could be simpler, cleaner, easier to navigate. I think there should be a clear, immediately accessible category from the landing page, sorted and with some sort of graphical overlay. Performance-wise, it is fine, but the user experience could be cleaner/simpler in terms of the workforce-facing experience

**What problems is SuccessKPI solving and how is that benefiting you?**

It is fairly straightforward in terms of how I utilize it, it is fairly straightforward to keep track of my schedule and performance metrics throughout the workweek. I utilize SKPI to track my workday schedule and performance metrics. Aside from the aforementioned UX layer clunkiness, the information relevant to my workday and workflow is there and complete

  ### 27. Drag-and-Drop Reports and AI Sentiment Analysis That Save Time

**Rating:** 4.5/5.0 stars

**Reviewed by:** Rafael C. | Analista de Contact Center Senior, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 14, 2026

**What do you like best about SuccessKPI?**

The drag-and-drop report builder turned a task that used to require SQL into something I can handle in just a few minutes.

The interface is intuitive enough for non-technical personnel, very user-friendly, and still deep enough for technical users.

The Sentiment Analysis is great. Instead of listening to random calls, the AI automatically flags high-emotion interactions.

**What do you dislike about SuccessKPI?**

The platform is a real data powerhouse, but it can occasionally lag when loading very large datasets—so faster report generation would be a big win.

I’d also love to see more advanced logic in the Playbook builder, such as AND/OR rules, to make automations even more precise and flexible.

**What problems is SuccessKPI solving and how is that benefiting you?**

The integration saves our team hours of manual work every week.

  ### 28. Efficient Data Monitoring, Needs Faster Interface

**Rating:** 4.0/5.0 stars

**Reviewed by:** Ahab C. | Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 14, 2026

**What do you like best about SuccessKPI?**

I find SuccessKPI really useful because I'm able to monitor all of the data and stats that I need on a daily basis. I really like the fact that you can email reports to yourself daily, so you don't have to keep logging into the software. This feature makes it a lot faster to get the data I need, especially since it's a little bit slow sometimes to log in.

**What do you dislike about SuccessKPI?**

Sometimes it takes a long time for the dashboards to load, which is difficult. I also don't like that to create a refreshed report, I have to go back to the home screen and then select a new date range. I'd love to be able to change the date range within the dashboard view.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI to monitor data and stats daily. I like the daily email reports feature, which saves time by eliminating the need to log in frequently.

  ### 29. All-in-One Reporting That Makes Tracking Agent Performance Easy

**Rating:** 4.0/5.0 stars

**Reviewed by:** Brittani C. | Service Manager, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 29, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about SuccessKPI?**

I like how it consolidates all relevant reports needed to track our agent's performance indicators.

**What do you dislike about SuccessKPI?**

Least helpful is sometimes the download time for reports can be quite lengthy.

**What problems is SuccessKPI solving and how is that benefiting you?**

SKPI centralizes data and allows me to view all metrics in one place.

  ### 30. Useful Analytics, But Setup and Usability Need Improvement

**Rating:** 2.0/5.0 stars

**Reviewed by:** Adalyn P. | Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 06, 2026

**What do you like best about SuccessKPI?**

I like that SuccessKPI makes it easier for me to see each individual's performance and view a variety of stats while tracking month-over-month changes. I appreciate that there are already shareable reports for me to access and the plug-in feature allows me to quickly get the output of information. My favorite feature is being able to see the pre and post interaction surveys. I also spend quite a bit of time looking at the breakdown of our help seekers or clients' information and tracking their documentation to see outcomes based on the type of individual. This helps us try to link any gaps in our performance and find areas for team improvement.

**What do you dislike about SuccessKPI?**

I do sometimes feel as if there's too much information, and it's difficult to narrow down some of the statistics. I also feel as if some of it's not incredibly useful for our purposes. We're supposed to be tracking how many follow-up and safety support calls are done on high-risk interactions. However, the only way that I can track that is by seeing who qualified for a follow-up and who was scheduled with a follow-up. It doesn't show me who denied a follow-up. I would also like to see some improvement in the ability to just look at the individual, instead of breaking it out into so many different things and statistics. I would rather be able to topically search a little more seamlessly. It also is difficult when you realize that you're in the wrong shared view to go back out. It's kind of a long process to get back in. Or if you accidentally scrolled to the left on a MacBook, it will back you out of where you were and you lose your progress. It was very difficult. Nobody knew how to use it until I came along.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI to easily view individual performance and track month-over-month changes with various KPI stats.

  ### 31. Accurate Sentiment Analysis with SuccessKPI

**Rating:** 4.0/5.0 stars

**Reviewed by:** Marcinho d. | Analista Genesys Sr, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**AI Translated:** This review has been translated from Portuguese using AI.

**Reviewed Date:** March 31, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about SuccessKPI?**

I use SuccessKPI for call transcription and analysis and I find it very good at sentiment analysis. It can perform an assertive analysis related to intent and sentiment detection, which makes it easy to identify inappropriate behavior or communication during a service without needing to listen to the entire call. It is very practical and quick to identify if a call was ended due to an argument or disrespect.

**What do you dislike about SuccessKPI?**

For WEM functionality, it didn't seem so efficient to me.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI for call transcription and analysis, it is great for sentiment analysis, making it easier to detect intentions and inappropriate behaviors quickly without listening to the entire call.

  ### 32. Powerful Real-Time Contact Center Analytics with Flexible Dashboards

**Rating:** 4.5/5.0 stars

**Reviewed by:** Sothea H. | Technical Solutions Specialist, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 31, 2026

**What do you like best about SuccessKPI?**

What I like best about SuccessKPI is its powerful real-time analytics and deep visibility into contact center performance. It provides clear, actionable insights that help improve agent efficiency, customer experience, and overall operations. The platform integrates well with systems like Genesys Cloud CX, making it easy to centralize data and monitor performance across channels in one place. Its dashboards are flexible and enable quick decision-making based on live data

**What do you dislike about SuccessKPI?**

One of the main drawbacks of SuccessKPI is that the user interface can feel complex and not very intuitive for new users, which creates a learning curve during onboarding. Additionally, some dashboard customizations and report configurations can be limited or require extra effort to fine-tune. In certain cases, performance can lag when handling large datasets or highly detailed analytics. Improved documentation and a more streamlined UI would significantly enhance the overall user experience

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI solves the challenge of limited visibility into contact center performance by providing centralized, real-time analytics across all channels. It helps identify issues such as long wait times, poor agent performance, and inefficiencies in call handling. By integrating with platforms like Genesys Cloud CX, it consolidates data into a single view, enabling faster troubleshooting and better decision-making. This has improved our operational efficiency, reduced response times, and enhanced overall customer experience. It also allows us to proactively monitor KPIs and take corrective actions before issues impact service quality

  ### 33. Real-Time Visual Monitoring Made Easy

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 15, 2026

**What do you like best about SuccessKPI?**

The visuals in SuccessKPI make it easy to monitor agent activities in real time. Also, missed-call data can be validated quickly and without hassle.

**What do you dislike about SuccessKPI?**

Sometimes the data in the interface loads slowly, which can be time-consuming.

**What problems is SuccessKPI solving and how is that benefiting you?**

I can monitor agents’ activity in real time, and it makes it easy to track whether agents are using goldstandard equipment. Makes it easier to identify root causes for some reports

  ### 34. Useful Integration, but Room to Grow

**Rating:** 3.0/5.0 stars

**Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 30, 2026

**What do you like best about SuccessKPI?**

What I like most about the product is how practical it is and how easy it is to use right from the start. The pre-defined dataset is especially helpful because it saves time and lets me focus on actually using the product immediately, rather than spending extra effort on setup or data preparation. On top of that, the UI is clean and easy to understand, so there’s no real need to tweak anything before getting value from it. Overall, it feels well designed, user-friendly, and ready to use out of the box, which makes the whole experience smooth and efficient.

**What do you dislike about SuccessKPI?**

What I find less satisfying about the product is that the UI feels a bit outdated compared to modern tools, which affects the overall user experience. The available functionalities are also still quite limited, so it may not fully support more complex or flexible use cases. In addition, when external data is needed, it seems to require PS customization, which adds extra dependency, time, and cost. Overall, while the product may work for basic needs, there is still room for improvement in terms of usability, feature depth, and integration flexibility.

**What problems is SuccessKPI solving and how is that benefiting you?**

Before using the product, our setup was fairly straightforward as an out-of-the-box solution, but it wasn’t integrated. Because of that, we had to rely on separate reports from multiple applications to get the full picture. After implementation, multiple data sources can now feed into the product automatically, which has made the overall process much more efficient and convenient. We no longer need to switch between different reporting tools, and that has improved visibility, reduced manual effort, and helped the team access information faster—all in one place.

  ### 35. Amazing Support and Powerful, Intuitive Data Platform with Flexible Reporting

**Rating:** 4.5/5.0 stars

**Reviewed by:** Felipe O. | Planner, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 27, 2026

**What do you like best about SuccessKPI?**

The support team is amazing. They never fail to provide a solution to issues. The platform offers countless possibilities to work with data, and they are always looking for new options and opportunities to expand its functions. It’s possible to create personalized metrics and tags to deliver a better final user experience. There is also report delivery scheduling, which helps a lot. Overall, the company keeps everything updated with precision and accuracy.

Regarding platform performance, the information is organized to be processed and analyzed through normalized datasets. Some of these datasets are really huge, and when they are associated with a large number of users consulting them, this becomes a negative point.

SuccessKPI also has an interesting AI resource. It provides good accuracy and a short response time. The possibility to test the prompt is important to preview the tool’s behavior.

Pricing-wise, in our case we used the resources to evaluate and avoid high costs with customers, so it’s fair to say the tool paid for itself.

We had success with local spreadsheet connections, but not with Drive / Google Apps. Maybe this is something to improve.

The platform has an intuitive environment and is easy to understand. It’s not necessary to spend many hours to learn it.

**What do you dislike about SuccessKPI?**

Sometimes platform releases are difficult to deal with. Scheduling this kind of event is really challenging, and it’s not always easy to plan around. They need to improve this point.

**What problems is SuccessKPI solving and how is that benefiting you?**

Over the past year, they have been working hard to improve the platform’s uptime. In my personal opinion, they are moving in the right direction.

  ### 36. Transformative Insights for Service Desk Excellence

**Rating:** 5.0/5.0 stars

**Reviewed by:** Divakar N. | Service Delivery Manager, Enterprise (> 1000 emp.)

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 25, 2026

**What do you like best about SuccessKPI?**

I find SuccessKPI incredibly impressive for its ability to convert real-time, operational, and experience data into actionable insights, which enables proactive Service Desk management and continuous improvement in our digital workplace. I also like how well it connects operational performance with user experience insights, while providing flexible, role-based dashboards that support both management and executive decision-making. Additionally, SuccessKPI integrates seamlessly with our ITSM and collaboration tools, offering a unified, real-time view of ServiceDesk performance and user experience. It's been a game-changer for streamlining our service management and enhancing productivity.

**What do you dislike about SuccessKPI?**

While SuccessKPI is a strong platform, enhancing ease of use and expanding pre-configured, Service Desk focused dashboards would further improve user adoption and reduce implementation effort, especially in a large scale, digital workplace environment. The setup is moderately complex due to integrations and customization, but well structured. With the right alignment, it delivers strong value, though on-boarding and pre-built templates could further simplify the experience.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI for real-time insights, improving customer experience, and data-driven decisions. It solves problems of siloed data and limited insights, offering actionable data for proactive management and continuous improvement.

  ### 37. User-Centric Interface with Smooth Setup

**Rating:** 5.0/5.0 stars

**Reviewed by:** Rajeshwari P. | Global Quality Manager IT Services , Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 25, 2026

**What do you like best about SuccessKPI?**

I really like the whole user interface of SuccessKPI. It's user-friendly, and the dashboard drill-downs are great. The possibility of customizing it to my liking is extremely good. The look and feel of the tool and its user-friendly capability stand out for me. Additionally, quality sampling has become a lot more meaningful since SuccessKPI helps sort out data with topics and phrases, allowing better sampling and quality checks. The playbook feature is also very useful for proactively managing user experience by doing service recovery call-outs for users tagged under negative sentiment. The team we worked with was very helpful and open to working with us on our requests, making the setup very smooth.

**What do you dislike about SuccessKPI?**

Currently at times we do face some down time whenever there is upgrade to the tool. Problems like calls not flowing in evaluation workspace etc. Would like this to be managed better

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI for Quality Management and Sentiment Analytics to improve user experience. It makes quality sampling meaningful and improves quality checks by sorting data with topics and phrases. The playbook feature helps in managing user experiences by addressing negative sentiments.

  ### 38. Convenient Online Reporting with Highly Customizable Views

**Rating:** 4.0/5.0 stars

**Reviewed by:** Luis M. | Professional Services Developer, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 31, 2026

**What do you like best about SuccessKPI?**

It’s very convenient for viewing reports online, and I also like that you can customize the structure so it’s tailored to exactly what you want to see.

**What do you dislike about SuccessKPI?**

When reports get very large, the load time becomes excessively long, which is frustrating and noticeably impacts my overall satisfaction.

**What problems is SuccessKPI solving and how is that benefiting you?**

By providing a large-scale view of different business operations—especially key KPIs, such as how many agents are handling an interaction and how the AI supports evaluating their performance—this approach enables faster resolution and more immediate action. For example, if the AI assigns an agent a poor rating, I can quickly identify what happened and then make improvements that enhance the end-user experience.

  ### 39. Intuitive Navigation, Ideal for Scheduling and Audits

**Rating:** 5.0/5.0 stars

**Reviewed by:** jajuan j. | Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 13, 2026

**What do you like best about SuccessKPI?**

I like the different functions within the SuccessKPI website because it's really easy and convenient to surf. It's incredibly user-friendly and makes it easy to navigate throughout the site. I can effortlessly bounce from seeing my audits from a call to checking my schedule in just a matter of seconds, without needing to open multiple tabs or navigate to different subcategories. The initial setup was super easy and very user-friendly.

**What do you dislike about SuccessKPI?**

I think that the time zone feature should be something that's automatic. I don't feel like you should have to update it manually. I felt like it should be automatic.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI to track my schedule and ensure timely clock-ins and breaks. It keeps me updated on call quality, and its ease of navigation allows me to quickly check audits and schedules without opening many tabs.

  ### 40. Essential Tool for Managing Counselor Performance

**Rating:** 4.0/5.0 stars

**Reviewed by:** Hailey L. | Manager of Crisis Services and Operations, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 14, 2026

**What do you like best about SuccessKPI?**

I like that I can use filters to see exactly what I need. With over 100 crisis counselors in our organization and only 10 on my team, these filters help me view data just for my team instead of sifting through 100+ names. I can also choose date ranges, which makes managing information more convenient. The initial setup of SuccessKPI was really easy too. I didn’t have to do anything, which was a relief.

**What do you dislike about SuccessKPI?**

Sometimes it takes too long to load, or when I need to change the date range it doesn't work, and I have to start all over.

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI helps me view performance metrics easily and use filters to focus on my team of 10, instead of sifting through 100+ names, by selecting date ranges, streamlining data access and management.

  ### 41. Enhances Accountability and Alignment with Ease

**Rating:** 5.0/5.0 stars

**Reviewed by:** Melissa Anne H. | Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 22, 2026

**What do you like best about SuccessKPI?**

I like SuccessKPI for its clarity and focus, which saves me time, improves productivity, and reduces confusion in daily work. I appreciate the objectivity and fairness it brings, building trust in the evaluation process and encouraging consistent performance with clear evidence of achievement. The sense of accountability it fosters strengthens my responsibility, encourages consistency, and supports my professional growth. I also love how it aligns my work with the team, giving purpose, improving collaboration, and strengthening overall results. Additionally, setting it up was easy.

**What do you dislike about SuccessKPI?**

include qualitative indicators alongside numerical targets

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI to measure goal achievement and track performance. It improves team accountability, provides clarity and focus in daily work, and enhances productivity. It also aligns individual work with business goals, supports performance reviews, and strengthens collaboration.

  ### 42. User-Friendly MicroStrategy, but Slow Reporting Performance and Support

**Rating:** 3.5/5.0 stars

**Reviewed by:** Lucas R. | Senior Genesys Cloud Analist, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account added to their profile

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Organic Review from User Profile:** Invitation from G2. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** April 13, 2026

**What do you like best about SuccessKPI?**

The utilization of micro Strategy that is similar to the old Genesys Cloud reports software, and the UI is very user friendly.

The integration with Genesys Cloud is quite simple, but to integrate with other platforms, is quite difficult.

The performance is really slow, compared to other products in the market.

Their support is quite approachable, but slow to resolve issues.

**What do you dislike about SuccessKPI?**

The performance to extract reports, is quite long, and the support is slow to resolve issues.

**What problems is SuccessKPI solving and how is that benefiting you?**

The Genesys Cloud does not have a good native built in report, so SuccessKPI, resolve this issue.

  ### 43. Customizable, Insightful, and Well-Supported

**Rating:** 5.0/5.0 stars

**Reviewed by:** Mey P. | Quality Assurance Monitor, Lead, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 06, 2026

**What do you like best about SuccessKPI?**

I really appreciate the customization in SuccessKPI. Even without a technical background, I can build my own reports and dashboards, which is super valuable for tailoring analytics to our specific workflows. The flexibility to create topics and deep prompts is also great for surfacing insights from conversations. The team behind the platform is fantastic, with their support, responsiveness, and openness to collaboration making a big difference. It's refreshing to work with a company that genuinely values client input. Additionally, the platform helps centralize quality monitoring, speech analytics, and operational insights, which improves our evaluation consistency and reporting.

**What do you dislike about SuccessKPI?**

Like any other evolving platform, some areas could be improved. Loading times have been one of them. At times, loading workspaces, reports, or large datasets can take longer than expected. Operations is a fast-paced environment. We need answers at our fingertips. It would be beneficial to have more real-time dashboards and alerts. A faster turnaround from the support team could also be improved, particularly when issues are reported. While the team is very supportive and open to feedback, improving the response team would make the experience even better.

**What problems is SuccessKPI solving and how is that benefiting you?**

I use SuccessKPI to centralize quality monitoring and speech analytics, solving the manual review of many calls and improving evaluation consistency and proactive monitoring.

  ### 44. Custom Reports and Reliable Data

**Rating:** 5.0/5.0 stars

**Reviewed by:** Diego C. | Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**AI Translated:** This review has been translated from Portuguese using AI.

**Reviewed Date:** March 31, 2026

**What do you like best about SuccessKPI?**

I like the ease of extraction that SuccessKPI offers, which makes my job easier. Additionally, I consider the data reliable, which is essential. I also appreciate the custom reports that SuccessKPI delivers, as they provide details that Genesys does not present in an organized manner, such as for agent call control and reports for the board with greater detail and better formatting. The initial setup was smooth, even though I am part of the support team, because it was implemented by the project team.

**What do you dislike about SuccessKPI?**

Support in case of errors had some instances of delay in service.

**What problems is SuccessKPI solving and how is that benefiting you?**

SuccessKPI delivers customized reports that Genesys does not offer, provides organized details for call control, and generates reports for the management with better formatting. I like the ease of data extraction and the reliability of this data.

  ### 45. GoldStandard Reports and Real-Time Agent Monitoring That Deliver

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 15, 2026

**What do you like best about SuccessKPI?**

GoldStandard Report and the real-time monitoring view of agents’ activity.

**What do you dislike about SuccessKPI?**

Sometimes it feels a bit slow when I’m opening reports.

**What problems is SuccessKPI solving and how is that benefiting you?**

I can easily identify which AUX states agents are currently using through color coding, check whether they meet the gold standard for their equipment, and use AHT reports to help manage service levels.

  ### 46. Great for Tracking Agent Performance and KPI Progress

**Rating:** 5.0/5.0 stars

**Reviewed by:** J-A H. | agent, Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 16, 2026

**What do you like best about SuccessKPI?**

It’s most helpful for tracking which agents are able to excel or meet their KPI goals, as well as which ones don’t.

**What do you dislike about SuccessKPI?**

I think it would be better to improve the loading time when pulling up data

**What problems is SuccessKPI solving and how is that benefiting you?**

It focuses on the agent’s adherence and checks which agents are meeting the KPI goal.

  ### 47. Automatic Schedule Updates That Keep My Metrics on Track

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 14, 2026

**What do you like best about SuccessKPI?**

I like that it updates the schedule automatically, always helps me keep my metrics up!

**What do you dislike about SuccessKPI?**

I wish it would not timeout so quickly, it can be frustrating to log back in everytime.

**What problems is SuccessKPI solving and how is that benefiting you?**

It helps me keep track of my metrics, and that benefits me with better metrics for my team.

  ### 48. Great for Monitoring Adherence and Employee Productivity

**Rating:** 5.0/5.0 stars

**Reviewed by:** Mariecela M. | Agent, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 16, 2026

**What do you like best about SuccessKPI?**

The most impactful part is being able to monitor my adherence and my employees’ productivity.

**What do you dislike about SuccessKPI?**

It takes a while to load, and the overall process feels a bit slow.

**What problems is SuccessKPI solving and how is that benefiting you?**

It provides real-time guidance, next-best actions, and monitoring tools that help agents handle calls more effectively while still maintaining compliance.

  ### 49. Excellent for Real-Time Adherence and Productivity Tracking

**Rating:** 5.0/5.0 stars

**Reviewed by:** Leslie L. | Customer Service Advocate, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 16, 2026

**What do you like best about SuccessKPI?**

The tool is very helpful for monitoring real-time adherence and tracking employee productivity.

**What do you dislike about SuccessKPI?**

None. This tool is very helpful for monitoring employee productivity.

**What problems is SuccessKPI solving and how is that benefiting you?**

The problem that successKPI solves is providing real-time adherence monitoring to track agent productivity. In this way, agents can see whether they are following their adherence.

  ### 50. Excellent Schedule Adherence Monitoring and Gold Standard Insights

**Rating:** 5.0/5.0 stars

**Reviewed by:** Basil C. | manager, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** September 15, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about SuccessKPI?**

The most helpful feature is the ability to monitor adherence to the schedule, along with identifying the gold standard.

**What do you dislike about SuccessKPI?**

It loads too slowly when generating large amounts of data for multiple reports.

**What problems is SuccessKPI solving and how is that benefiting you?**

Identifying adherence and tracking schedules in real time makes it more efficient to monitor agents.


## SuccessKPI Discussions
  - [What is SuccessKPI Power Package used for?](https://www.g2.com/discussions/what-is-successkpi-power-package-used-for)
  - [What is SuccessKPI BI and Analytics Package used for?](https://www.g2.com/discussions/successkpi-bi-and-analytics-package-what-is-successkpi-bi-and-analytics-package-used-for)
  - [What is SuccessKPI BI and Analytics Package used for?](https://www.g2.com/discussions/what-is-successkpi-bi-and-analytics-package-used-for)
  - [How dependable is SuccessKPI for long date-range reporting and data consistency?](https://www.g2.com/discussions/how-dependable-is-successkpi-for-long-date-range-reporting-and-data-consistency)

- [View SuccessKPI pricing details and edition comparison](https://www.g2.com/products/successkpi/reviews?section=pricing&secure%5Bexpires_at%5D=2026-09-30+05%3A20%3A37+-0500&secure%5Bsession_id%5D=b60ddbd6-2c44-4191-abf6-3bb05c88c230&secure%5Btoken%5D=4d8e9f5737f4352645132eb8924f1ce05bc197e5ca76d22256075b5840c09db1&format=llm_user)

## SuccessKPI Features
**Additional Functionality**
- Call Reporting
- Call Whispering
- Callback Scheduling
- CRM
- Call Tagging
- Dashboard
- Call Recording
- Alerts/Escalation
- AI Copilot
- Call Transcription
- Queue Management
- Manual Dialer
- Call Tracking
- Auto-Dialer
- Call Monitoring
- Activity Tracking
- Multi-Channel Communication
- Contact Management
- Sentiment Analysis
- Voice Recognition
- Reporting/Analytics
- Monitoring
- IVR
- Call Logging
- Chatbot
- Third-Party Integrations
- Outbound Call Center
- Interaction Tracking
- Voice Mail
- Call Routing
- Automated Responses
- API
- Call Transfer
- AI Summarization
- Call Center Management
- Inbound Call Center
- Surveys & Feedback
- Chat/Messaging
- Predictive Dialer
- Blended Call Center
- Caller ID
- Generative AI
- Performance Management
- Computer Telephony Integration
- Call Scripting

**Quality Assurance**
- Evaluation
- Calibration
- Reports

**Workforce Management**
- Agent Availability
- Skills Management
- Shift Scheduling
- Agent Self-Service
- Mobile Access
- Service Level Agreement (SLA) Management
- Performance Management
- Queue Management
- Compliance Management
- Customer Experience Management
- Attendance Management
- Employee Management
- Time Off Management

**Generative AI**
- AI Text Summarization
- Generative AI

**Agentic AI - Genesys AppFoundry Marketplace**
- Autonomous Task Execution
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

**Additional Functionality**
- Live Chat
- Call Transfer
- Archiving & Retention
- Call Center Management
- Call Tagging
- Call List Management
- Real-Time Analytics
- Queue Management
- Real-Time Data
- API
- Real-Time Monitoring
- CRM
- Performance Metrics
- Automatic Call Distribution
- Activity Tracking
- IVR
- Event Triggered Actions
- Third-Party Integrations
- Scheduled Recording
- Alerts/Notifications
- Call Monitoring
- File Transfer
- Activity Dashboard
- Call Reporting
- Call Transcription
- Campaign Management
- Call Disposition
- Computer Telephony Integration
- Contact Management
- Predictive Dialer
- Voice Mail
- Caller ID
- Reporting & Statistics
- Call Routing
- Call Tracking
- Recording
- Auto-Dialer
- Chat/Messaging
- On-Demand Recording
- Customizable Reports
- Multi-Channel Communication
- Conferencing
- AI Copilot
- Interaction Tracking
- Predictive Analytics
- Visual Analytics
- Sales Trend Analysis
- Audio Capture
- Email Alerts
- Tagging
- Self-Service Search
- Natural Language Processing
- Surveys & Feedback
- Automatic Transcription
- Multi-Channel Management
- Request Assignment
- Speech-to-Text Analysis
- Self Service Portal
- Performance Management
- Call Recording
- Search/Filter
- Sentiment Analysis
- Compliance Management
- Multi-Language
- HIPAA Compliant
- Data Security
- Call Scripting
- Customer Service Analytics
- Quality Assurance
- Customer Experience Management
- Communication Management
- Categorization/Grouping
- Language Detection

**Engagement**
- Feedback
- Dashboards
- Training
- Activity Dashboard

**Administration**
- Automation
- Productivity Analysis
- Dashboards
- Labor Forecasting
- Intraday Management
- Quality Management

**Additional Functionality**
- Performance Metrics
- Leave Tracking
- Call Monitoring
- AI Copilot
- For Call Centers
- Employee Time Tracking
- Third-Party Integrations
- Generative AI
- Activity Monitoring
- Reporting/Analytics
- API
- Call Recording
- Approval Process Control
- Skills Tracking
- Activity Tracking
- Variable Workforce
- Employee Coaching Tools
- Employee Database
- Online Time Clock
- Agent Interface

**Performance**
- Third-Party Integrations
- Compliance

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Call Routing
- Generative AI

**Additional Functionality**
- Customer Journey Mapping
- Employee Coaching Tools
- Queue Management
- Sentiment Analysis
- Call Monitoring
- Quality Management
- Customer Surveys
- Agent Interface
- Knowledge Base Management
- Collaboration Tools
- Leaderboards
- Employee Reward Programs
- Workforce Management
- Reporting/Analytics
- Customer Experience Management
- Predictive Dialer
- Video Conferencing
- Multi-Channel Communication
- KPI Monitoring
- AI Copilot
- Feedback Management
- IVR
- Contact Management
- Multiple Scoring Models
- Real-Time Updates
- Interaction Tracking
- Call Recording
- AI/Machine Learning
- Screen Recording
- Workflow Automation

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