Call center metrics and statistics can be used to change the agents behavior if they are set up properly and the right metrics are reported.

1. The Spectrum July newsletter discussed one aspect of Unified Contact Center Reporting – Contact
Center Activity Monitoring. This month the Spectrum newsletter will discuss the second aspect of UCCR:
Unified Reporting.
Unified Contact Center reporting consists of three distinct components: Contact Center Activity
Monitoring, Unified Reporting and Middleware to capture the data and publish the information using
reports.
A unified report is an aggregation of data in its raw form from multiple data sources and converted into
useable reports that agents, team leaders and managers will use to make better decisions throughout
the day. The reports can be in different forms from LCD Screen wallboards to smart phones.

2. The advantage to Unified Reporting is the aggregation of data into a single report with the information
specifically targeted to the viewer. The reports themselves can be aligned to a single user or diverse
enough for a contact center group.
Agents
Reports for an agent will be information specifically for that agent such as their FCR rating, AHT, tickets
closed, service levels, Csat scores, etc. This information is best delivered directly to the agent’s desktop
using a desktop report or email. The information sent to the agent should be mostly real time
information with possibly their stats for the day. With this type of information agents are able to
manage themselves and become more effective and efficient. To show agents group information LCD
Screens or traditional wallboards are the ideal tools. The information on these reports should be real
time information for the day. The information should be targeted to the group(s) that can see the
boards.
Team Leaders
Team Leaders can be managing groups of agents, taking calls themselves and handling escalations
within their group. Because of these challenges the leaders require more information and have it
delivered in at least two ways. Team leaders should see contact center information at their desktops to
determine how well their agents are performing. The team leaders are able to see which agents are
lagging behind and offer encouragement or congratulate agents that are performing very well. Team
leaders will need to have a way to see group level information as well as individual agent information.
• Group level information is best displayed on a LCD Screen or a wallboard. However, this
does not provide the leader the ability to drill down on the information. Therefore, many
team leaders are now using web based reports to see real time information and then have
the ability to drill down to see the root cause of a problem.
• Agent level information is best seen on a desktop report or on a web based report.
Obviously the leader does not want to showcase agents that are under performing so
keeping that information slightly confidential will help the team leader do their job and keep
the morale of the agents up.
Managers
Today’s managers have a difficult job ahead of them. Revenue is down at many companies, hiring
freezes are on but customers want the same if not better service. Manager need to be mobile to be at
their best. They are helping team leaders, agents, attending meetings, reporting to senior management
or off site. For these reasons the manager requires information to be available at any time and any
place. A manager cannot improve their efficiencies if they are not aware of the current status from all
applications running in the contact center.
• Contact center level statistics go beyond the group they include all groups and many
applications such as WFM, ticketing systems, multi channel ACD’s, CRM and more.
Combining the critical information from each of these reports enables the manager to stay
on top of the call center status.
• Group level information with the ability to drill down to see the determining factors in poor
or great performance. This type of information is best delivered via web based reporting. A
web based reports allows for mobility, drill down, immediate access and confidentiality. If a
web report is not an option then a desktop solution can also work for the manager. Desktop
also allow messaging from the manager to the team leaders and agents.

3. • Real time or historical information for the manager? Actually, both are critically important
to the manager. What has gone on for the month, week, or day with drill down to see the
root cause of the problem will ensure the manager is able to do the job.
Unified reports permit each level of the contact center to have access to critical real time information
that will allow the user to make faster and better decisions. Would you want to make a decision with
old or no information? Spectrum unified reports combine information from multiple sources, which is
where the real value of the reporting comes from, and provides the ability to manipulate the
information so only the critical data is pushed forward to the reports.
Unified reporting has improved the performance of call center agents, team leaders and managers
around the world. Contact Spectrum today to learn how Unified Contact Center Reporting can change
the performance in your call center.
Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today to learn
more about Contact Center Activity Monitoring and Unified Reporting.
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Dan Boehm
VP Sales and Marketing
Spectrum
dan@specorp.com
+1713 986 8839