Contact Center Actionable Insights By Email

November 30, 2021 in Customer Service
Contact Center Actionable Insights By Email

It often takes time to format contact center reports every day to find meaningful insights and actions to improve performance. Comstice Quartz Reporting offers actionable insights you can create and receive daily updates as an email for Cisco UCCX, Cisco UCCE/PCCE, Amazon Connect, and Avaya contact centers. 

The biggest cost in a contact center is the cost of talent which is around 80% of the customer service budget. Monitoring and improving team performance has great importance which deserves a specialist toolkit.

Example: Daily Actionable Insights

11/28/2021 Team: GIS Helpdesk - There are 2 agent insights and 3 queue insights
Agent Insights
  • - 4 agents have missed more calls than the threshold (2 calls): List agents
  • - 3 agents exceeded meal break threshold (30 minutes): List agents
  • - 1 agent exceeded total short break threshold (30 minutes): List agents
  • - 2 agents exceeded maximum handle time per call threshold (10 minutes): List agents
  • - 1 agent was below minimum agent efficiency % (30%): List agents
  • - 2 agents were below minimum agent occupancy % (40%): List agents
  • - 5 agents exceeded Maximum after call work (ACW) time (5 minutes): List agents
Queue Insights
  • - 3 queues exceeded maximum abandon rate (20%): List queues
  • - 2 queues exceeded maximum ASA (120 seconds): List queues
  • - 4 queues exceeded maximum handle time per call: (10 minutes): List queues
  • - 1 queue was below the mimimum answer rate per queue (70%): List queues
  • - 15 Repeat Callers calling more than threshold (3 calls): List callers
  • - 8 calls exceeded maximum wait time before abandon (300 seconds): List calls
  • - 4 queues were below mimimum daily service level (60%) : List queues
  • - 3 queues exceeded the maximum number of not ready agents (11 agents): List queues

Daily Scorecards

Another way to improve contact center performance is to create, schedule, and send daily scorecards to each agent. You can also create a team scorecard which can be sent to the business stakeholders as an email weblink.

Conclusion

Comstice Quartz Reporting and Analytics platform offers many features to reduce your contact center costs and improve business performance. It is quick to deploy and get up and running within three business days. You can request an on-site trial for Cisco UCCX, Cisco UCCE/PCCE, Amazon Connect, and Avaya contact centers and experience it with your own data.

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