Integrated Reporting
Datapoint provides a range of solutions for integrated reporting. Some of these are modules within pre integrated solutions such as interaction hubs, workforce management and quality and performance management systems.
These typically have a strong emphasis on holistic reporting by virtue of the way the overall solution has been architected. This means most of the collation of data is automated and a common set of analytic and reporting tools have been overlaid.
Others are reporting modules that are driven by data marts which are designed for business intelligence applications that span all the relevant data sources within and external to the call centre in order to provide a common reporting platformIntegrated Reporting Extends Operational Flexibility
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The operational benefits of this umbrella capability extend beyond improved performance management into opening new ways in which customer services can be organised once an enhanced ability to track and report is provided.
For example, data mart enabled reporting eliminates the walls between site based switches which allows organisations to define access groups and permissions based on their business needs and structure rather than the limitations of site specific ACD reporting.
This allows the creation of layered, hierarchical, and overlapping groups whose users each have authorisation to view data that is relevant to them and, when authorised, make modifications.
Permission settings give access based not on location and physical connectivity, but rather on the requirements of a given role within the organisation. For instance, in the event of peak volume overflows between sites, location managers would only see reports about their own resources, while someone who has a broader interest, such as in a particular customer group or product set, can easily roll up relevant reports that span all centres.
As mentioned, this flexibility is in part achieved by applying IT style permissions to the data mart. In this way, users are defined and granted permission to access specific data. It is important to note that the permission settings are an attribute of the resource, rather than of the person. So for any given resource, the enterprise can specify who may view or modify it.
This approach makes it easy, for example, to allow one group of users to access common functions such as agent administration, while keeping routing tables off limits for all but those few managers who need to access them. This can be further refined to enable fine-point access control, in which only certain managers have access to certain tables.
Virtualised Reporting
Some of the reporting solutions have useful capability when switches are merged in virtualisation strategies and can scale their reporting to include new events, agents and skills without causing capacity bottlenecks when site based switches are decommissioned.
This is another example of how changes can be made to the way resources are managed. Supervisors, previously constrained in how they managed geographic resource groups, can now be assigned to manage resources in any number of ways, for example, globally, by division or line of business.
Customised Languages & Time Zones
Enterprise wide reporting in complex environments demands multiple views of the data, defined by report users’ needs. In internationally run call centres, this can include the need to see data correlated to local time zones.
Regional reporting can be delivered with automatic normalising of appropriate time zones and languages since key performance indicators are based not on the location of the database server, but on the location where the interactions take place.
Senior management can therefore see key metrics, such as call volumes, average speed of answer and customer satisfaction scores across multiple locations, correlated to the headquarter's time zone while supervisors at each location can monitor the same performance indicators for their shifts in their local time zones.
The same report can also be localised in several languages. For instance, a German manager can be viewing the report in German, while their colleague in France uses a French interface.
Scope & Style of Reporting
The visual presentation of reports is typically simplified through a single reporting interface from which items such as analysis of thresholds (alerts), drill-down, real-time reporting, and blended inbound/outbound agent results can be accessed.
Historic reporting can be merged with real time data feeds to generate trend analysis and performance monitoring against service levels or any other form of benchmark. Overviews can be drilled into until the right views are established to understand anomalies in exception reporting or team/individual data for troubleshooting or coaching.
Some provide reporting on agent behaviours. Managers can track agent behaviours that result in a poor customer experience, such as a customer who is put on hold for too long, is transferred multiple times, or dumped. Conversely managers can also easily identify positive behaviours that help meet corporate goals, such as increasing customer satisfaction and customer retention.
Data can be presented in text format, any standard form of performance graphics or in more complex formats when many factors need correlating. Exports can be made into existing business intelligence applications to develop OLAP cube views and the like.
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