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infinityoverview:reporting [2008/05/23 13:06] bkane |
infinityoverview:reporting [2008/10/15 13:18] (current) nray |
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==== Introduction ==== | ==== Introduction ==== | ||
- | A key component for all call centres to meets its productivity objectives is the management information (MI) produced by the systems. MI is a particular focus point for ICCS as its customers often cost projects and charges based on the MI produced. | + | {{infinityoverview:atp_1.jpg |}}A key component for all call centres to meets its productivity objectives is the management information (MI) produced by the systems. MI is a particular focus point for ICCS as its customers often cost projects and charges based on the MI produced. |
It is imperative therefore that the MI suite is flexible and extensible. In addition, the SQL based schema is totally open and documented, allowing custom reports/exports to be built using many third party products - security permitting. | It is imperative therefore that the MI suite is flexible and extensible. In addition, the SQL based schema is totally open and documented, allowing custom reports/exports to be built using many third party products - security permitting. | ||
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Our real-time wallboards and role based dashboards display the office or geographical layout with activity and performance for each agent/team and/or agent performance in terms of gross margin, sales, conversion or quality scores etc. | Our real-time wallboards and role based dashboards display the office or geographical layout with activity and performance for each agent/team and/or agent performance in terms of gross margin, sales, conversion or quality scores etc. | ||
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- | ==== What is it ? ===== | + | ==== What is it ? ==== |
A suite of applications that provide real-time & historical key performance indicators (KPI’s) to the right people at the right time. | A suite of applications that provide real-time & historical key performance indicators (KPI’s) to the right people at the right time. | ||
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- | ==== How Does it Help ? ==== | ||
- | **Your Agents** – using plasma wallboards you can keep them aware of their own & their team targets; motivating them to take real-time action rather than after a shift. | ||
- | **Your Operational people** – can report on key metrics without having to run (or request from IT) separate reports from the ACD, CRM or Payroll systems; which means they can quickly identify problems and improve team management. | + | ==== How Does it Help ? ==== |
+ | {{ infinityoverview:atp_4.jpg|}} | ||
+ | \\ | ||
+ | **Your Agents** - using plasma wallboards you can keep them aware of their own & their team targets; motivating them to take real-time action rather than after a shift. | ||
+ | \\ | ||
+ | **Your Operational people** - can report on key metrics without having to run (or request from IT) separate reports from the ACD, CRM or Payroll systems; which means they can quickly identify problems and improve team management. | ||
+ | \\ | ||
+ | **Your Financial People** - can report upon or see real time estimates of gross margin across teams, sites or countries; improving cost & invoicing controls. | ||
+ | \\ | ||
+ | **Your IT people** - no longer have to produce bespoke reports and consolidate them as Operations can be self-sufficient for daily requirements. | ||
+ | \\ | ||
+ | **Your Quality People** - are able to report on customer satisfaction using pre & post call automated web or IVR surveys. | ||
- | **Your Financial People** – can report upon or see real time estimates of gross margin across teams, sites or countries; improving cost & invoicing controls. | ||
- | **Your IT people** – no longer have to produce bespoke reports and consolidate them as Operations can be self-sufficient for daily requirements. | ||
- | **Your Quality People** – are able to report on customer satisfaction using pre & post call automated web or IVR surveys. | ||
- | + | {{:block1.jpg|*}} [[InfinityDocumentation:reporting36|*Reporting Console]], [[InfinityDocumentation:RealTimeClient|*Infinity Live]] | |
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- | {{:block1.gif|}} [[InfinityDocumentation:reporting36|Reporting Console]], [[InfinityDocumentation:RealTimeClient|Infinity Live]] | + |