Bill Fernandez Design
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Callcenter Statistical Reporting System
White Pajama, Inc. -- 2001

In most callcenters the fundamental objective is to produce the highest possible customer satisfaction at the lowest possible cost. The problem is that there are many variables to manage, and to do so effectively requires accurate, usable data upon which to base decisions.

To meet this objective Bill designed a comprenensive reporting system that allows callcenter managers and supervisors to find, analyze and present a wdie variety operational data and statistics. It comes with a number of predefined, commonly needed reports, and lets you define your own reports in a variety of formats. It lets you package sets of reports into "collections", so you can easily run the of reports you need on a regular basis.

Further, the system treats the callcenter history as a navigable dataspace. For example, it's easy to see how your queues have been performing, then shift focus to a low-performing queue, then shift focus to a low-performing agent, then review the histories and voice recordings of the case(s) that slowed down that agent. This ability to effortlessly move around the dataspace makes it far easier than using separate, static reports, to find problems and identify their causes.

Window Placement
This shows where the reporting system has to fit within the agent console window. There's a lot of functionality to pack into this space.

 

Step-by-Step
There is a wide range of very different reports that can be generated by the system. Nonetheless Bill found a way to make the user interface simple and compact: On the first tab select the type of report you want, then click on the second tab to get more choices in that particular family of reports, then continue until on the third or fourth tab you get the information you asked for.

For example, at the end of the day you might follow these steps:

  • Tab-1: Choose to look at your predefined collections of reports.
  • Tab-2: Select the "Daily Reports" collection.
  • Tab-3: View the list of reports comprising that collection. Select one and go to...
  • Tab-4: View the selected report.
  • Flip back and forth between tabs 3 and 4 as needed to view all the reports, or on tab-3 press the "Print all Reports" button then go to the printer to collect your printouts.

Or, for an ad-hoc report you might follow these steps:

  • Tab-1: Choose to "Create Your Own Report".
  • Tab-2: Fill in a form telling exactly what you want to look for. Make it as simple or complex as you need to.
  • Tab-3: View a list of all the items (agents, queues, cases, statistics...) that meet your criteria.
  • Flip back and forth betwee tabs 2 and 3 to refine your critera as needed to produce a satisfactory list of search hits.
  • Tab-4: View the selected item from tab-3.
  • Flip back and forth between tabs 3 and 4 as needed to get detailled reports about items listed on tab-3.

 

Example Reports
Here are some thumbnail-sized examples of reports that can be generated by the system. These can range from simple text dumps generated by Unix shell scripts (or the like), to presentation-quality static reports, to interactive information space navigators and voice recording players.

Statistics for a Queue

Statistics for a Group

   

Daily Summary of Key Data

 

Inbound Calls Detail

   

History of a Support Request

 

Recording of a Support Transaction

 

Report on a Single Agent
This slightly larger illustration shows a detailed report of the performance data pertaining to a single agent. You can select any two aggregate statistics and see them charted over the applicable time period, or easily jump to data about groups, queues and cases, etc. related to this agent.

 

 


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