October 23, 2020 by Andrea Wagner

5 Steps to Mastering Scheduled Reports for Your Contact Center

Every role in an organization that is dependent on customer interactions can benefit from well-developed scheduled reports for their contact center data. Brightmetrics™ makes scheduling the delivery of unique reporting and dashboards incredibly easy. We’ve narrowed down the 5 key steps to building the best reports for your organization that can maximize the value and business insights for many different stakeholders in different areas, and certainly for key decision-makers.

 

Step 1: Who Benefits the Most?

Who are the individuals that could benefit the most from a scheduled report? There are many key players in your organization who could use specific information delivered to their inbox on a consistent basis. For example, upper management and executives will appreciate the benefit of receiving analytics related to key performance indicators (KPIs) right in their email. Additionally, team members and team leads who are responsible for daily and monthly performance goals will appreciate the convenience of automated reports.

 

Want to take your automated reports to the next level? Follow the example of our most innovative and communicative clients, who have their own customers scheduled to receive reports to promote transparency and a common perspective on delivery of service to expectations (especially those set up on specific contractual SLAs). This is an amazing way to start a communication channel built on trust and transparency, and fortify a rock-solid relationship with your customers.

 

Pro Tip: To better define who to send scheduled reports to, ask yourself, what will this person or team do with this information? By not asking this question, you risk your distribution of reports becoming white noise. Find a way to be targeted, and filter reports to the right audience.

 

Step 2: Choose Your Metrics

The next step to mastering scheduled reports built from your contact center data is to decide which metrics you want to add to these perspectives. The metrics that you choose will depend entirely on the recipients of the reports and the purpose. You can choose an overview of your entire team, individuals, or work group performance. Recall the question we asked above: what do we expect the team to do with this report or dashboard perspective?

 

If your goal is to establish a common understanding of the performance of an individual or a team, then we recommend looking at calls answered, abandoned calls, and how long it takes for those calls to be answered.

 

Pro Tip: Base the metrics you’re scheduling on the business objectives you’re trying to accomplish, and the information that will best help your team members achieve those objectives. For example, you can schedule team overviews for executives and management responsible for creating staffing budgets, as well as individual reports to leadership conducting performance reviews and call center agents who need to monitor their own stats.

 

Step 3: Scheduling Your Report

Automated reports can be very helpful, provided that they’re simple to set up and review. The difficult part is that in most contact center communication platforms, the process can be quite clunky and cumbersome. This complexity often forces many organizations to employ workforce analyst positions solely devoted to building advanced reporting requests and managing distribution.

 

In Brightmetrics, it’s as simple as choosing the recipients, metrics, and schedule. There are some extra layers and filters you can add, such as applying a filter for a specific group, team, or person to narrow that information to match the needs of the audience.

 

Then it’s tailored to the employees who need it and the specific information they need. Brightmetrics makes the complex simple and democratizes the data.

 

Step 4: Access Your Report

It’s incredibly easy to access the information and the scheduler in your dashboard. Follow these simple steps to begin scheduling your reports:

 

From your Saved Reports choose the 3 dots menu on the report you want to set up scheduling for, and choose Send/Schedule. Choose Schedule Recurring.

settingschedule

 

Once you are here on the Schedule Report Email page, there are several options to choose from. (For a more in depth review of these options, visit our support article.) After selecting your choices and having the filters set up the way you want them, click Apply at the bottom and the report schedule will show like this.

 

emailreport

 

You can choose to delete this schedule at any time or edit it straight from here. You can even transfer ownership to a different user on the Brightmetrics system within your account.

 

editschedule

 

Step 5: Maintenance

One of the often-overlooked considerations of scheduled reports is a cadence of review and maintenance. It’s so easy to update information, but it’s often forgotten. The best way to avoid this oversight is to simply add report maintenance to your checklist for change management for personnel, operational changes, and organizational restructure.

 

So when a team member changes positions/departments, is promoted, or leaves, be sure to adjust their reporting accordingly. The other consideration is determining when to send reports. They are completely customizable in Brightmetrics, so you can send reports anywhere from hourly to annually.

 

Pro Tip: You can make individual determinations about how frequently to send reports, but a good rule of thumb is to send the tactical team (i.e. team leads, MBWA, agents) reports more frequently (i.e. hourly or daily) and strategic management reports less frequently (weekly or monthly).

 

If you’re looking for perspectives more often than on an hourly basis, you need REAL TIME Analytics™. Click here to watch our overview.

 

Wow!

We understand you need an easy and intuitive way to distribute the insights you’re discovering in our services from your contact center data, so we created a way for our customers to automate emailing these perspectives on a regular cadence in an easy and quick manner.

 

Leverage our services for reporting that is easy to set up, incredibly effective, and automated so that every user who needs the information can receive it automatically.

 

The report templates are useful for most situations, but it’s also very customizable for your specific needs. Additionally, the data is then easily available through the email or in a customized dashboard accessible right from the email, and is incredibly easy to consume in that format or to pop into a preconfigured scorecard.

 

Brightmetrics scheduled reports are a consistent and effective way of getting the valuable reporting and analytics metrics to you and your team when you need them.

 

Would your team benefit from Brightmetrics reporting?

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