Fundamentals of contact center reporting
- 1. Fundamentals of Contact Center Reporting January 2018 There are four basic fundamental procedures for providing reporting in the contact center. Following the right steps and digging deep in to each of these fundamental points will result in reporting that works, as it should, in the contact center. Audience: Every business has multiple layers of people. Each layer has its specific reporting requirements. However, there is a need to take this further as managers may be on the same level but have needs for different information. Who needs the reporting? What is their role? What data is critical to improve their production and efficiencies? Do they need real time only or is historical needed as well? How will they view the report? There are many questions that need to be asked to take the reporting in the appropriate direction(s). Starting with knowing the details of the audience will provide the right directions to go with the reporting. “Know your audience” is not enough for detailed reporting. Best practices require us to know the goals for the individual and not assume because they are on the same level as other that they will have the same reporting. 1. Is the reporting for a manager, supervisor, group of agents, senior management?
- 2. 2. Understand that each individual has unique goals, incorporate these goals into the reporting needs; 3. Are there other requirements such as report flexibility, SLA’s, confidential data, time of day changes, mobility and historical? 4. Who will be creating and maintaining the reports? 5. Can someone walking through the contact center see the reports on a wallboard? Is that a problem for the business? Take all of these steps into consideration while investigating your reporting needs for the business and contact center. Goals: Because of the many roles within the business and contact center there are different goals for each individual. Job responsibilities, constant change, seniority and mobility all effect the goals and therefore content for the reports. A singular meeting as a group to define the reporting can cause failure in the reporting. It is strongly suggested to follow best practices and meet with each individual to discuss their goals to determine the data content as well as the type of reporting that is needed for the person and / or groups. 1. Meet with everyone individually that will be getting the reports and define, in detail, what they need in the report. Follow up with a group meeting; 2. If a group of agents needs the reporting and the data is to remain the same for all agents an individual meeting is not needed, perhaps a group meeting will suffice and provide the details of the goals for the group; 3. Senior management reporting can include goals that are outside of the contact center so confidential data may be needed within the report; Data: The goals that are defined will also determine the data that is needed. However, the availability of the data may limit the data that is included in the reports. Data should be stored or cached by specific defined groups and limit the access to the data to those within that group. Being able to sort, combine and summarize the data is a necessity to the success of the reporting. 1. Define the data that is required by individuals and groups and limit the access to the data to those people or groups; 2. Data must be able to be sorted, combined and summarized therefore each data source needs to be in its own table; 3. If the data is real time caching the data will make the reporting more efficient. Storing is only needed for end of day and historical data;
- 3. 4. Content outside of data such as photos, videos, live content, RSS feeds, will improve the digital signage aspect of reporting. Reports: The availability of the reports can be on LCD screens, Dashboards, Desktops, Web Reports, Email and Traditional wallboards. There are factors that determine which type of reporting is best: Audience, physical layout of the contact center, mobility, data included in the reports, budgets, and response rate. 1. The people that can see the reports will determine the type of reporting that is used. For example, if a LCD screen is used anyone walking in or near the contact center will be able to see the content. This audience should determine the content and the decision to use the LCD screens; 2. Response rates are needed to meet SLA’s so the type of report used is one that is easy to read and will notify the agents, supervisors and managers quickly; 3. Budgets can restrict the type and quantity of reporting options for the contact center. Also splitting costs across departments and groups will ease the budget issues. The fundamentals to reporting are very easy to follow yet many times we forget or just do not consider the basics necessary. It is these simple mistakes that can create problems in the reporting and increase costs. Get back to the basic fundamentals and your reporting will be as good as expected. Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today to discuss the Importance of Agent States Reporting for your contact center. For more examples of reporting visit our website and the products page. http://www.specorp.com/products Follow Spectrum Corporation: SlideShare LinkedIn Blog Dan Boehm VP Sales and Marketing Spectrum
- 4. dboehm@specorp.com +1 713 986 8839