The Spectrum July newsletter discussed one aspect of Unified Contact Center Reporting – Contact Center Activity Monitoring. This month the Spectrum newsletter will discuss the second aspect of UCCR: Unified Reporting.

Unified Contact Center reporting consists of three distinct components: Contact Center Activity Monitoring, Unified Reporting and Middleware to capture the data and publish the information using reports.

A unified report is an aggregation of data in its raw form from multiple data sources and converted into useable reports that agents, team leaders and managers will use to make better decisions throughout the day. The reports can be in different forms from LCD Screen wallboards to smart phones.

The advantage to Unified Reporting is the aggregation of data into a single report with the information specifically targeted to the viewer. The reports themselves can be aligned to a single user or diverse enough for a contact center group.

AgentsReports for an agent will be information specifically for that agent such as their FCR rating, AHT, tickets closed, service levels, Csat scores, etc. This information is best delivered directly to the agent’s desktop using a desktop report or email. The information sent to the agent should be mostly real time information with possibly their stats for the day. With this type of information agents are able to manage themselves and become more effective and efficient. To show agents group information LCD Screens or traditional wallboards are the ideal tools. The information on these reports should be real time information for the day. The information should be targeted to the group(s) that can see the boards.

Team LeadersTeam Leaders can be managing groups of agents, taking calls themselves and handling escalations within their group. Because of these challenges the leaders require more information and have it delivered in at least two ways. Team leaders should see contact center information at their desktops to determine how well their agents are performing. The team leaders are able to see which agents are lagging behind and offer encouragement or congratulate agents that are performing very well. Team leaders will need to have a way to see group level information as well as individual agent information.

Group level information is best displayed on a LCD Screen or a wallboard. However, this does not provide the leader the ability to drill down on the information. Therefore, many team leaders are now using web based reports to see real time information and then have the ability to drill down to see the root cause of a problem.

Agent level information is best seen on a desktop report or on a web based report. Obviously the leader does not want to showcase agents that are under performing so keeping that information slightly confidential will help the team leader do their job and keep the morale of the agents up.

ManagersToday’s managers have a difficult job ahead of them. Revenue is down at many companies, hiring freezes are on but customers want the same if not better service. Manager need to be mobile to be at their best. They are helping team leaders, agents, attending meetings, reporting to senior management or off site. For these reasons the manager requires information to be available at any time and any place. A manager cannot improve their efficiencies if they are not aware of the current status from all applications running in the contact center.

Contact center level statistics go beyond the group they include all groups and many applications such as WFM, ticketing systems, multi channel ACD’s, CRM and more. Combining the critical information from each of these reports enables the manager to stay on top of the call center status.

Group level information with the ability to drill down to see the determining factors in poor or great performance. This type of information is best delivered via web based reporting. A web based reports allows for mobility, drill down, immediate access and confidentiality. If a web report is not an option then a desktop solution can also work for the manager. Desktop also allow messaging from the manager to the team leaders and agents.

Real time or historical information for the manager? Actually, both are critically important to the manager. What has gone on for the month, week, or day with drill down to see the root cause of the problem will ensure the manager is able to do the job.

Unified reports permit each level of the contact center to have access to critical real time information that will allow the user to make faster and better decisions. Would you want to make a decision with old or no information? Spectrum unified reports combine information from multiple sources, which is where the real value of the reporting comes from, and provides the ability to manipulate the information so only the critical data is pushed forward to the reports.

Unified reporting has improved the performance of call center agents, team leaders and managers around the world. Contact Spectrum today to learn how Unified Contact Center Reporting can change the performance in your call center.

Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today to learn more about Contact Center Activity Monitoring and Unified Reporting.

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Dan BoehmVP Sales and MarketingSpectrumdan@specorp.com+1713 986 8839