Your contact center is a lifeline to your customers. And the contact center reports you receive are the quickest, most efficient way of measuring success.
The day-to-day management of a contact center is about refining business processes in real-time and responding to unplanned changes quickly and efficiently. Here is some key of the reasons why reporting is so critical for contact center stakeholders:
Through continuous analysis of contact center applications, reportings tools can help drive more customer transactions to completion – and faster – thus achieving the customer’s goal resulting in higher customer satisfaction.
- To determine where callers are dropping off in an IVR system and quickly make positive changes to the call flow.
- To identify what customers are commonly calling about and address those issues up front through automation, effectively reducing the load on live agents while also increasing customer satisfaction by addressing caller needs quickly.
- To gain insight into contact handle times of abandoned and missed calls. Detect inefficiencies in agent performance that may need additional training. And to view a business dashboard of all core metrics, including queue and agent activity, statistics such as total calls by time of day and average call duration, allowing you to schedule agents accordingly.
Cisco Unified Intelligence Center provides a relational view of contact center objects (queues, agent teams/groups, agents, skill groups, etc.), enabling managers to navigate through their business processes with ease. This tool provides the ability to apply appropriate action accordingly to ensure the highest level of service for your firm and your customers.
Cisco’s Unified Intelligence Center (CUIC) reporting application provides rich and timely data to respond/report on situations within the contact center. CUIC provides the ability to monitor, via real time or historical, all activity and interactions from a single touch point. Statistics can be viewed by media type (calls, emails, chats, etc.), agent team(s), by an individual agent(s,), skill groups, etc.
• An Enterprise-wide view of operations from almost any device that supports a web connection
• Multiple combinations of real time user0defined displays of agents, teams, queues, skill groups and applications
• The ability to mix real-time and historical reporting via one window (Dashboard)
• On-demand contact center data that can be exportable to standard desktop requests for ease in analyzing
• Alerts that are flexibly defined with different color-coded threshold indicators that alert users when defined limits have been reached
• Scheduling capabilities that allow for reports to be delivered via email in formats such as MS Excel and pdf. Data can also be provided to other systems via CSV formats via a file share methodology.
Based on the premise that no two contact centers are alike, CUIC allows managers to define the operational metrics (e.g. service level definitions) to best manage the unique goals of your business.
Feedback and analysis complete the contact flow. Each step of the contact flow through your business provides an opportunity for measurement – not just of operational information, but business information, as well. Cisco Unified Intelligence Center uses well0documented data warehousing techniques to provide a complete, understandable view of customer contact and related business information.
You can access reports whenever they are needed. Reports can be requested upon demand or scheduled based on your unique business needs. Template sharing and distribution is made available via email and web access (on0net or off0net). Informative graphs and drill down links to supporting information are available via menu choices or hyperlinks.
CUIC comes with templates that are already designed to get a contact center up and running quickly. Interval reporting is supported via 15 or 30 minutes, with daily, weekly, and monthly templates ready from the start. Real Time information is always available.
Key acronyms to remember:
- TR – Transitional Reports, useful for adapting from other ACDs to UCCE PQ – Precision Queue, a more advanced method of matching callers to agents
- SG – Skill Group, agents who are members, have been assigned that skill
- CT – Call Type, method of categorizing calls
Reporting templates are stored in folders, accessible to users via the CUIC Reports page. Multiple subfolders can exist, and user access is managed via security settings. Both real-time and historical information is accessed via the same interface. Users with appropriate rights can build/manage their folders and grant access to other users if needed. Dashboards, a compilation of various reports and other items, can be created and published for users that do not require access to the CUIC main window. Combining data (call type, skill group, agent teams) can assist the end0user with what is happening in the contact center.
The dashboards access real-time and historical information without having to access CUIC itself. This is accomplished via the use of permalinks, a standard feature of CUIC. Permalinks can be stored as bookmarks on any compatible browser (IE, FF, etc).
More about CUIC dashboard can be found in the Cisco Unified Intelligence Center User Guide, Release 11.5(1)
Dashboard pic above courtesy: http://comstice.com/wallboard/wallboard.html