Business Intelligence (BI) reporting is the process of using BI reporting software to gather and analyze data from different systems to pinpoint and visualize operational insights. BI reporting helps organizations to improve decision making processes and boost business performance.BI reporting tools pull data from multiple sources, such as your CRM or system of record, sales and revenue tracking platforms, omnichannel suites, and project management dashboards, to name a few.
There are two main types of BI reporting: managed and ad hoc reports.
Managed reports are prepared by technical experts like data analysts and are shared periodically at specific intervals like day, month or week to track the progress of specific KPIS and metrics. Ad hoc reporting allows non-technical teams to create reports on-demand with the help of business intelligence solutions.
More BI Reporting Resources
Our Unified Analytics solution is bespoke to the needs of the modern contact center. Access more than 150 out-of-the-box reports instantly, then create your own with simple drag-and-drop functionality.
LiveVox Unified Analytics can be leveraged to match agent schedules with multichannel volume trends, CSAT scores, and other factors that impact how you manage your workforce.
Cloud-based contact center software has built-in workforce optimization capabilities to help you manage staffing, as well as reporting tools that allow you to pinpoint your most profitable opportunities for growth.
Reporting enables you to make data-driven decisions, track KPIs to help boost business performance, and help keep track of both the agent and customer experience.
We’re going to dive into the reports you should consider running in your contact center, but first, make sure to differentiate reporting and analytics (although you should use both).