Friday, May 13, 2016
Searching for a Dashboard March 2016
Almost every contact center software application now has a dashboard option available to you. So the question is why you need another dashboard. Why are managers and senior management looking for dashboards when they already have them at their fingertips? Here are the top five reasons why:
1. Consolidation of data from multiple applications; (platforms, internal data, other CC apps)
2. Drill down capabilities to see the details; (from summary to group to agent detail)
3. Dynamic Dashboard to meet your needs; (Out of the box, one size fits all)
4. Visual appearance of critical metrics; (Grids vs graphics, data in the right place, delete certain data)
5. Easy to implement, use, and make changes.
Consolidation of Data
Consolidating data from multiple sources is the most important feature of any dashboard. The benefit to you is your time and outcome from seeing collaborated data cause and effect to your call center.
Dashboards that come with your contact center platform do not allow for consolidation of the data. The data in the dashboard is restricted to the ACD that you have in place today. The ability to combine data from other sources is not allowed. There is a realistic reason for this restriction; combining data from outside sources will overload the server processor for the ACD causing it to shut down.
Today’s contact center has agents taking calls, answering emails and having chat sessions with customers. The agent performance is no longer limited to calls. As a manager you need to see performance across multiple platforms. However, you do not have the time to look at three dashboards to see the status and performance of the agents. Also looking at one report does not give you the combined performance metrics you need.
There is other data that may need to be combined in your dashboard. Information from WFM, IVR, CRM, Call Accounting or your outbound dialer data may need to be added to you dashboard. Your selection of the critical KPI’s should all be on the dashboard so at a glimpse you are aware of the call center status and performance.
Senior management requires a dashboard as well but with a different level of data. These dashboards combine internal financial data to the overall contact center metrics. The drill down to business level specifics is also needed but not available from a single source dashboard.
The manager dashboard needs to have multiple layers of content. The primary page is summary information. It might start with group level information from multiple data sources and then have tabs that can be clicked on that goes into more detail such as specific group with agent information. Every call center is different and manager goals are unique. So the dashboard content should meet the manager needs and requirements.
For example, start the summary main page with overall contact center numbers. It might have voice, email, chat and ticketing system data. The second tab could have specific group data for voice showing all of the agent performance. The third tab could be a combination of email and chat data per agent for each group. The dashboard can be set to meet your needs and show you contact performance by the agents. If your dashboard cannot combine this data you will be required to open three dashboards just to see the overall performance by group for voice, email and chat. This is a tremendous time consumer.
As a manager you decide what data is critical to you and integrate that data into your dashboard. If you are unable to combine and collaborate data you should begin looking for a new dashboard.
A dynamic dashboard is one that will allow you to decide what your dashboard content will be and not restricted to the application or platform that you utilize today. A dynamic dashboard allows you to:
· Collect different data from multiple sources;
· Allows you to move the data around in the dashboard. Rows and columns of data do not remain fixed;
· Data formulas are not restricted. The formulas can change as needed.
· Data in the dashboard is based on your login. A different manager login will have different content.
An out-of-the-box, one size fits all type dashboard does not allow you to combine data, make fundamental changes to the dashboard layout, is static in design and content collaboration.
What is more important to you how good it looks or having all of the content on the dashboard that you need? Your dashboard needs to meet your needs and should be able to do what you require. Maybe your dashboard has very little data and the critical content is in graphs and charts. Or maybe your dashboard has a lot of data and space would be wasted having charts take up real estate. The decision really needs to be yours and not the out-of-the-box application.
A text filled dashboard with agent specific data.
A general overview dashboard for senior management, combines data from multiple sources but does not go down into details that the contact center manager might need. Secondary tabs would allow management to see financial details.
The dashboard needs to be something that is easy to implement and utilize. However, caution is needed here because something that is too easy may not give you the features and benefits that you are looking for in a dashboard.
When looking at dashboards be sure to see how:
· They are installed;
· Data is selected for the report;
· Changes can be made to the dashboard layout, if using graphs and charts;
· Messages are created and who they can be sent to;
· Remote access can be provided.
When searching for dashboards do not be afraid to go outside of your ACD provider. Finding a product that allows for data collaboration and drill down capabilities will help save time and improve manager and senior management performance. Never be satisfied with a dashboard that has restrictions that do not allow you to see the data you need to see on a single report.
Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today to discuss best practices for call center dashboards. For more examples of reporting visit our website and the products page. http://www.specorp.com/products
Micro Data in the Contact Center February 2016
Not to be confused with microdata for content on websites, Micro Data in the Contact Center refers to the agent and their states and performance. However, some larger contact centers also refer to group level states and performance as Micro Data. The purpose behind micro data within the contact center reporting is to be fully aware of the agent and group level status and performance.
Micro data for the contact center has multiple functions and those will vary depending on the person viewing the data or the group and audience that can read the content. Micro Data reports typically are for the:
Managers view the macro level data to see the overall group level status and performance. For a general view the macro level data is sufficient. However, managers also need to be aware of the group and agent level states and performance. If, as a manager, you are not fully aware of the agent state you are not doing your job. Let me be clearer about this topic. Managers must be able to immediately determine what state the agent is currently in and how they have performed for the day. This data should not be focused solely on voice because today’s agents also handle chat and emails.
The dashboard should also show group level states and duration. Some people might view this as macro data however in a very large contact center the group level dashboard can be considered micro data.
Throughout the day there are many changes that occur that can and do affect the aggregated performance within the contact center. Different industries can be affected by time of year, weather, sports, government regulations and many other issues. The agents need to be aware of the other agent status that their own performance is not negatively affected.
A desktop report that shows the agent within their group the states of the others will have a tremendous positive impact on the group and agent level performance. The interesting point of this topic is how often Spectrum still meets with call centers that are not offering this option to the agents.
For the micro data report for the agent the size of the dashboard can be a problem so smaller reports showing the same data but with scroll bars solves this real estate challenge.
Group reporting is a wallboard or LCD screen that displays the content for everyone in the group to see. There are many reasons for wallboards being used in the contact center. Agents are not always “heads down” throughout the day. They can be mobile as part of their job function and they take breaks, go to lunch, etc. So having a group level report on the wallboard helps keep the agents alert to the overall status and other agent states.
Key contact center people are mobile yet still need to be aware of the micro level of the contact center. This report can be from a group level real time report down to an agent level historical report. The purpose of this type of reporting is to provide the remote manager complete details when they are working on annual performance reviews for all agents. They could also be away from the office and just need to be aware of the overall status of the groups.
The key benefit of micro level reporting is the aggregation of data from multiple data sources and selecting only the critical metrics for the reporting. But do not stop there drill down on the macro data and get to the details for the group and agent level. Almost all applications today have reporting but the value of micro reporting is the ability to combine data from across these applications. KPI’s from this data can be manipulated to meet your critical goals
Macro Call Center Reporting January 2016
Macro data is a phrase that is used to describe to types of data: aggregated data and system level data. In the call center this usually means voice, email, chat data and internal critical data. In the call center we often use macro reporting for the entire center, group or teams of agents, depending on the size of the call center. Macro Data
Macro reporting is aggregated data for the entire group. The data some may concern to be low level or not as important as detailed or micro data. However, macro reporting in the call center has key benefits.
· Group level performance with real time critical KPI’s for all to see on a wallboard;
· Multiple report levels that allow drill down from high level macro to group level macro.
The contact center can use macro level reporting on group level wallboards, agent desktops, supervisor dashboards, and even up to the manager dashboard. The manager dashboard would need to be able to drill down to the micro level but could start out with the macro level.
Macro Level Wallboard Reports:
In this example the wallboard reporting migrates from group level data to agent states data. The purpose of these two reports is to show the call center the overall performance status and then display current agent states. This reporting solves or reduces problems in the call center by keeping the teams of agents aware.
Macro Level Agent Desktop Reporting:
Your call center may have high cubicle walls or agents spread across multiple floors for the same group making wallboards unproductive for you. Agent desktop reporting provides the agent real time status information for the groups.
· Desktop wallboards can be minimized down and then pop up when critical thresholds are exceeded.
· Critical data is easy to see and respond to.
Macro Level Supervisor Dashboard
Supervisors have many duties and responsibilities. They not only manage agents but they also take calls, handle emails and reply to chats. Yet when they report to the manager they need to be aware of the top performers in the group. Having the top agent information is not always an easy task. One of the benefits of Macro level reporting is the customization of the aggregated data.
· Combined group level data. Some platforms do not combine skills together into a single group.
· Enhanced report. Some platforms do not allow you to modify the report so critical data is not easy to see.
Macro Level Web Based Report
Simply stated, mobility. Managers and supervisors at times need to be mobile. While being mobile overall contact center status and performance are important to have available. When managers are not in the office that is when things can go wrong. If the manager can stay alert to the call center performance she can notify the supervisors of changes that need to happen.
· Mobile. Smartphone, tablet and remote login
· Drill down to micro data and historical data.
The key benefit of macro level reporting is the aggregation of data from multiple data sources and selecting only the critical metrics for the reporting. Almost all applications today have reporting but the value of macro reporting is the ability to combine data from across these applications. KPI’s from this data can be manipulated to meet your critical goals