Tuesday, September 9, 2014

Best Practices - Web Based Reporting

The purpose of Call Centre Best Practices is for managers to be able to improve the call centre productivity and efficiencies. Productivity and efficiency improvements begin with the agents. By following best practices for each application the call centre improvements will happen.  The best practices will help you run an effective inbound, outbound or blended call centre.

This is an enewsletter copy of the Best Practices for Agent Desktops.  Visit the Spectrum website or SlideShare for the full version.

There are many challenges for the manager and supervisors including the need to be remote and yet be fully aware of the status of the contact center.  The status needs to be from real time urgent alerts to historical reports that the manager can drill down and see performance by the agent over the past year. Remote access is a critical key to manager’s ability to run the contact center.

Web Based Reporting Best Practices explain how to be able to work remote and still be aware of the status and performance of the contact center.  Group and agent real time and historical data is all available to the manager that has taken advantage of the Best Practices of web based reporting.
  • Summary Data
  • Drill Down Capabilities to more detailed information
  • Real time and historical data
  • True remote access
Summary data on a web report is group level data. The data should be combined multi-channel data (See Manager Dashboard Best Practices) for each group within the contact center.  The web report should follow the Manager Dashboard Best Practices and include the key metrics for the groups.  The key metrics for every business varies; however, the metrics that most customers ask Spectrum for on their reports are the following:
  • Total Offered Calls / Emails / Chats
  • Total Handled Calls / Emails / Chats
  • Total Abandoned Calls
  • Total Abandoned Time
  • Total Trouble Tickets
  • Total Talk Times
  • Service Levels for Calls / Emails / Chats
  • Total unavailable States (Not Ready, ACW)
By clicking on a specific group name the manager would be able to drill down to the critical threshold data.
  • Voice and Emails In Queue or waiting to be replied to
  • Longest wait time for Voice
  • Longest reply time for Email
  • Abandonment Rate for Voice
  • Service Level
  • Average Speed of Answer
  • Average Reply time to Email
  • Chats on Hold
  • Agents Available
  • Total contacts (voice and email)
Best practices for web reporting begin with summary data access so the manager is able to determine immediately the status of the call center.

Drill down seems like a standard feature for web based reporting. The important point to this is to be able to get to specific data and not just click on a tab on top of the web report.  These links should take you from summary group level data to group level metrics, threshold metrics, agent status and agent historical data.

This collage example shows a customer going from the summary to agent group to agent historical reporting.

The first page of this web report is a mixture of Voice data only.  For this customer most of their critical customer contact was via phone.  However, as you can see in the second page of this web report the also communicate with customers through email.  By clicking on the group name the manager is able to drill down one level to see the metrics for that group.  Metrics are valuable to the manager but are not critical.

Clicking again and the manager is able to see the agent and their status for that group.  By showing agent states the managers are aware of overall agent status for all groups and including logged out of voice but logged into email.

Finally by clicking on an agent the manager can see the real time and historical performance for the agent.  In this case the historical is one year.  The best practices for this page are the collection of productive (working states) and non-productive (non-working states) status.  This is key to having a successful web report.

The report has the data going back one day, week, month, three months, six months, nine and twelve months.  There is tremendous importance to these time frames.  The day, week and month show current performance status for the agent and enable the manager to respond quickly to any complaints about the agent or even from the agent about their performance.

The long term historical data gives the manager an opportunity to review how the agent has performed over a long period of time, under different conditions and different cyclical time periods.  Agents that are trying get your attention by performing well cannot maintain that level for an entire year unless they have been and will continue to that level of performance.

Agent and group level historical reporting is valuable to the manager whenever they need to provide proof of the overall and down to agent level performance.  Showing this cyclical data to senior management provides back up to the managers opinion to how well the call center is doing for the business.

True remote access to the report can be difficult for some contact centers.  Internal security may not allow for true remote access to the web based report and therefore only internal web reports are available.  This is not a best practices discussion but rather an ideal situational preference for all managers.  Having remote access to a report even from a hotel or airport PC is a nice to have.

The problem with complete remote access is the firewall security that may not allow access to the report.  These security settings typically mean that intranet reporting is put in place so a manager is able to see the report(s).  It does not matter to best practices whether the reporting is restricted by the username and password or intranet reporting.  The importance is security is in place and only the correct people are able to see these reports.

Summary data with drill down to real time and historical data is best practices method for web based reporting. Spectrum is a leading provider of Unified Contact Center Reporting.  Contact Spectrum today to discuss best practices.  For more examples of reporting visit our website and the products page. http://www.specorp.com/products

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Dan Boehm
VP Sales and Marketing
+1 713 986 8839

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