Unify and Simplify Your Understanding
Measuring performance about work streams is hard enough. There are too many data sources, the details are everywhere, and there is no consistency. Worse, reports fall out of date at the worse times, and analysis must wait weeks to produce a quick and easy answer. Eventually, everyone develops their own version of the truth.
Data to Impact Operational Efficiency
You cannot manage what you cannot measure. For example, if no manager can view the enterprise analytics (KPI's) or the report is not trusted, what is to stop your people from avoiding the tough work items and cherry picking the easy ones? The impact on the customer experience is enormous, and gaining desired improvements in resource efficiency is slippery if not impossible.
Get the Total Picture
Managers can keep abreast of service goals and resource performance using trusted, detailed enterprise reporting from Interactive Insights for iWD. The reports use a comprehensive set of task-based and agent KPIs to explain performance. Should further analysis or report changes be necessary, managers can answer their own questions without waiting on IT.
- Provides a consistent, transparent, and detailed historical record
- Improves analysis on tasks, departments, resources, customers, and priorities
- Empowers users to answer their own questions with an intuitive drag-and-drop query tool
- Unifies Contact Center and Work Flow reporting using the same Interactive Insights solution