Definition
The backend system that processes raw operational data — call events, ticket logs, agent activity — into the metrics and trends shown on dashboards and reports.
Cite this definition
"Analytics Engine", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/AnalyticsEngine
Business Importance
The analytics engine is what turns thousands of daily interactions into the SLA, AHT, and CSAT numbers a client actually sees — the reporting is only as reliable as the engine behind it.
Industry Examples
An analytics engine aggregating a day's worth of chat, call, and email interactions into a single unified AHT figure across channels.
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