Data makes the difference between success and failure in the Contact Center industry. Regardless of what kind of business and the nature of your contact center, whether inbound or outbound, identifying the right KPIs is critical to success.  

Roughly, there are two critical data sources:

· Live-Data Reports

· Historical Reports

You will need both to understand your operation better.

Live-Data Reports 

Providing Contact Center leaders with information about the agent’s state, duration of calls, abandoned calls, and others. An eagle eye on the operation to ensure the planning. These reports access live data from the Streaming data source to display information about the current state of the contact center. The refresh rate is between five and thirty seconds.

The most common Live Reports are:

• Agent Skill Group Real-Time
• Call Summary 
• Dialer Real-Time
• Team Summary Report
• SLA’s Summary Report

The way you see the live reports can vary depending on your needs. If you have a small operation, you can use a simple table with the necessary information. But if you have many agents, a chart with a resume of the KPIs will help the leaders identify any deviation.  

Historical Reports

 Help with the strategic planning of the operation. Understanding the valleys and peaks, for example, the Operation Manager has the flexibility to adapt and provide the best customer service. These reports access past data from the recorded information source to display a specific period. The refresh rate is (at least) 30 minutes.

The most common Historical Reports are:

• Summary Report (Average Service level, Average Abandoned calls, Average Handling Time, Average Hold Time)
• Contact Service Queue Call Distribution Summary Report
• Contact Service Queue Service Level Priority Summary Report 
• Agent Summary Report
• Abandoned Call Summary Report
• Agent Detail Report 
• Agent Activity Report

Improving the Contact Center leader’s experience!

NextPointe has developed an extensive library of Contact Center reports that will make the operator’s life much easier. Whether it is an inbound or outbound team, blended or omnichannel, you will find the data you need to make quick decisions. 

The key to a Contact Center operation is the capacity to adapt. The traffic and, thus, customer behavior changes daily and sometimes even hourly, so you must tweak your strategies and tactics to succeed, sometimes even on-the-fly.

NextPointe can help with customized reports, so you don’t have to worry about pre-built useless information. Save money and time with the information you need. 

With NextPointe’s Contact Center offering, you will have the following Contact Center tenets:

• Focus on your most important KPIs: Define the information you need. Simple reports will give your leaders the agility to act. 
• Easy to use reports: The reports should be easy to understand for all your operation (Quality service, Operations, Planning, Training). Less time you are looking for information and more time analyzing how to improve.  
• Consolidated Data: If you can understand the customer’s journey in a couple of reports, you won’t spend too much time analyzing a significant amount of information. 
• Customizable reports with the information you need: Not every project needs to analyze the same data; that’s why you may need different reports.  
• Data security: You may not want your structure to access all your information. Define levels of permissions according to your needs.

Do you want to experience a more capable Contact Center Operation?

Contact us today and let us know how we can help!