Managing contact center operations without full visibility on key metrics is not just difficult. It’s impossible. While our real-time dashboards make it possible to monitor exactly what is going on right now, making informed staffing decisions often requires the ability to measure performance over different time intervals. With a library of hundreds of reports available right out of the box, and the ability to add custom reports, Intermedia Contact Center provides managers with the necessary agent performance and queue activity metrics to make the right decisions.
Analytics: Queues Dashboard
Intermedia's Contact Center Queues Dashboard provides easy-to-consume, graphical views of historical call queue performance. It offers essential metrics such as service levels, average talk times, and abandoned calls that allow managers and supervisors to gain valuable insights into the efficiency and effectiveness of their Contact Center queue performance. The Queues Dashboard is customizable to give users increased flexibility to modify the view, date range, and data presentation preferences as well as filter by queues.
Additional benefits of the new dashboard include:
Focus on What's Important: Supervisors can personalize their dashboard, focusing on key performance indicators (KPIs) that matter most to them. Customization lets them track metrics like wait times, handle time, and abandon rates. They can also set and monitor service levels that match their needs, ensuring customer expectations are met. Data drill-down options offer deeper insights into queue performance, helping supervisors identify areas needing improvement and make data-driven decisions for better efficiency and customer satisfaction.
Easily Create Awareness: The data can be downloaded in Excel or PDF formats and shared, or it can be scheduled for automatic email distribution (automatic email distribution will be available at launch or shortly thereafter).
Improve Your Customer Experience: Enables supervisors to quickly grasp performance trends, allowing them to proactively address issues and deliver a more fluid and satisfying customer experience.
Analytics: Agent Dashboard
Intermedia Contact Center's Agent Dashboard provides supervisors with a clear view of frontline user historical call performance through user-friendly data visualization. The dashboard allows supervisors to see individual agent performance data for inbound and outbound call queues, including time spent on calls and after-call work, transferred calls, and number of handled calls.
Additional Benefits:
Data-driven decisions: Supervisors can leverage the Agent Dashboard to reward high performers, identify coaching opportunities, and leverage customer trends to improve their customer experience.
Simple yet powerful analytics: Supervisors can discover insights immediately using the Agent Dashboard's visuals compared to traditional tabular data.
See improvements over time: Supervisors can adjust the historical date range to view frontline user performance based on their desired timeframe.
Analytics: Call Summary Dashboard
The Call Summary Dashboard is your one-stop evaluation tool for understanding how calls are handled in your contact center. The dashboard provides a clear overview of all calls within a chosen timeframe.
Filter and Focus
- Narrow down your view by selecting specific dates, times, queues, agents, teams, or office locations.
- See which calls were abandoned (caller hung up before connecting with an agent).
- Search for calls from specific phone numbers or caller names.
Call Details at Your Fingertips
- Get essential call information like start/end times, caller and agent names/numbers, and call duration.
- Understand the caller's journey through the contact center:
- Number of automated menus (IVRs) interacted with.
- Number of queues waited in.
- Number of agents involved in the call.
- Use of voicemail or callback request options.
- Number of call transfers.
- See the total time spent waiting in queues (even across multiple queues) and the total time spent talking with agents.
Customize for Your Needs
- Select the data you want to see in the reports and how you want it filtered and sorted.
- Save your customized views for quick access later.
Gain Valuable Insights
- Analyze call handling efficiency within your contact center.
- Get a clear picture of each caller's experience.
Additional, Further Exploration
- Export data for in-depth analysis in tools like Excel or for distribution to others.
- Look for the Call Summary Dashboard to be followed soon by the Call Details Dashboard, which will allow users to drill-down from the Call Summary Dashboard directly into the details of specific calls -- providing a detailed view of the Customer Journey within the contact center.
- Each step/level drilled down will include the details of that (contact center) interaction along with the outcome of that step. For example, the Call Details Dashboard will show how long a caller waited in a queue, or multiple queues if that happened; whether the agent answered the call; how long they spoke to the agent for; whether the agent transferred the call; whether the caller left a callback request or voicemail, and whether the callback was returned. It is also possible to see who hung up the call first, the caller or the agent.
- Using both the Call Summary and Call Detail together gives a clear view of a caller’s journey through your Contact Center.
