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November 16, 2016
By: LiveVox

Reports are the guiding lights of any contact center, providing visibility into operational performance and driving the decision making process of its leaders.

Reports such as campaign activities, agent activities, connect rate, and conversion rate are critical reports reviewed on a daily basis. While these reports remain important, the insight they provide typically present call activity in terms of averages – Average Talk Time (ATT), Average Speed of Answer (ASA), Average Hold Time (AHT), Right Party Contact (RPC) rate – terms most contact center leaders know like the back of their hand.

So, you may ask what’s wrong with averages?

Average Statistics – “I am more than you see.”

Like a duck swimming in a pond, what appears calm on the surface does not represent the activity underneath. There’s a lot to be discovered from your data beyond average statistics. If you evaluate performance just by averages, you might be overlooking some major bottlenecks or inefficiencies.

Let’s take one example as a case in point – if the average talk time across an hour for a particular agent is close to the 2 minutes benchmark call duration, then does that mean all is well? What if it turns out that this agent spent nearly an hour on a single call and then hung up on the next 30 calls shortly after connecting, in just under 10 – 30 seconds? In this example, the average is very misleading.

Let’s take a closer look at Business Intelligence and how it is helping you address this problem.

Business Intelligence: The Next Generation Data Analysis Tool

As the size of your business increases, so does the volume of the operational data. Contact centers can generate millions of call detail records every month, including interactions with agents as well as interactions via messaging or self-service channels. Business Intelligence (BI) provides powerful applications, infrastructure, tools plus best practices to dig into such large sets of data. BI simplifies the access and analysis of information and returns insights to improve decision-making and optimize performance. Companies across many industries are embracing business intelligence because cloud-based solutions are lowering the entry barrier for adoption.

Harness your Agency’s Full Potential with LiveVox Business Intelligence

LiveVox offers robust Business Intelligence delivered from the cloud for contact centers. It is tightly integrated with LiveVox reporting. Here are a few advantages to the tool.

Drill Down into Averages

As we showed earlier, relying on average talk time to evaluate performance can be risky. The ability to drill down into individual call talk time can help uncover potential inefficiencies. You can use this information to identify training gaps and bad behavior and coach appropriately. LiveVox BI provides you with the ability to drill, slice and dice your data in simple and intuitive ways. You can dynamically create new graphical views using different metrics, creating month-to-date and year-to-date comparison models.

Customizable Reports and Visual Dashboards

Just as one size does not fit all, static reports provide limited value and cannot satisfy all the requirements of different users. Static reports lack data visualization such as charts and offer limited options for interactivity. Access to visual and dynamic dashboards stimulates a culture of proactive instead of retroactive decision-making. LiveVox BI not only offers pre-built reports but also gives you the ability to generate ad-hoc and custom reports that cater to your unique reporting requirements.

Consolidate Reporting under a Single Pane of Glass

BI offers a dashboard for centralized reporting that can be easily accessed from a web-based user interface. It offers an aggregated view of the data by different dimensions, providing a 360-degree view of the business. This is invaluable in forecasting and analyzing trends – insights that are difficult if not impossible with piecemeal data analysis. Users can also get consolidated reports from multiple systems in a single front-end solution. Without BI, this would require manual processes that typically increases data inconsistency and silos concern. BI saves you time and effort by aggregating data from multiple tools.

Stay tuned for our next post. Follow our LinkedIn page to get regular updates on LiveVox products.

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