August 30, 2018 by Matt Beatty

Top 10 REAL TIME Analytics™ Charts Your Team Will Use Everyday

Having information in real time really makes a difference.

My favorite example of this is when I order a pizza and I'm given the ability to see in what stage it’s at at any given moment. I love when I'm able to view a single pane of glass that shows me when my pizza is being made, when it's finished cooking, and when it’s out for delivery. Now, Brightmetrics™ might not have the flashy appeal that pizza does, but the value we bring to your company is undeniably important - especially when it comes to providing insights in real time. So, if you haven’t been introduced to Brightmetrics REAL TIME Analytics, you’re in luck.


We have easy-to-deploy REAL TIME dashboard templates that include a lot of these perspectives, but we thought we'd share with you a rundown of the top requests for charts our support team received. Here they are:


1. Agent Status by Agent Name (ECC)

What is it?

In this chart, you'll find what your agents are doing at any given time.


Why is it helpful?

In short, you’ll have a full view of your agents’ productivity at the moment.


You can see:

  • How many calls your agents have taken
  • How long they have been on those calls
  • What their percentage of answered/presented ACD calls is
  • An agent's current status is
  • What their current hold time is
  • How long they’ve been in release and total release time for the day




What is it?

Here's a view that shows calls in queue, calls abandoned, chats answered all by DNIS.


Why is it helpful?

This will allow for you to categorize by DNIS name so that you can visualize things like:

  • Calls in queue
  • Calls abandoned
  • Chats answered
  • TASA
  • Etc



3. Queued Calls (ECC)

What is it?

A visualization of whose sitting in any given group’s queue.


Why is it helpful?

This chart is especially helpful if you are running an entire call center. In this view, you can view the number of calls coming into your organization by Group. Then you can see how many are in the queue, your agents’ average speed of answer. You’ll also find your callers’ max queue time and revenue per hour.



4. Work Group Status (UC)

What is it?

The number of calls in queue and the number of ACD calls. The most important part of this chart is that it flashes when the time a caller has been waiting in queue for too long (you set the parameters).


Why is it helpful?

This chart is perfect for getting a bird’s eye view of the entire call center. You have a glimpse into what is happening to the calls coming into your workgroup queues. This chart shows how many calls each group has waiting and how long they’ve been in the queue. It’s a quick glance at making sure your callers are actually being handled by an agent quickly without being forwarded or deflected.



5. REAL TIME Agent Status (UC)

What is it?

You'll find information about the number of calls agents made with details about whether the calls were considered outbound, inbound, internal, or external. It also shows the percentage of calls answered/ vs calls presented in the workgroup.


Why is it helpful?

You’ll need this chart to make sure that your agents are being productive members in the group(s) they’re part of. It could be an indicator of whether your agents are not on the phone enough (when they are Idle) or if they are making too many outbound calls when they should be taking inbound calls (or vice versa).



6. REAL TIME Work Group Calls (UC)

What is it?

In this view, you have access to Caller ID, Call Times, and Wait Times.


Why is it helpful?

You’ll find this chart most helpful in finding information about specific callers- especially repeat callers. Technicians could use this visualization to look for trends. To take it a step further, you can even pull the reports after seeing the patterns (Search by Caller ID) to get a fuller picture of what’s happening when that repeat caller reaches your team.



7. REAL TIME Group Status (ECC)

What is it?

A visualization of how your groups are doing.


Why is it helpful?

You would want to look at this to keep a tab on how your groups are doing. You can use this chart to make sure your groups are taking enough calls, providing low queue times and functioning as they should be. With this intention, this chart can also be a tool for a gamification program. To demonstrate, the two groups below could compete on having the lowest queue time. As a result, using this chart in your gamification program will create a better customer experience for your callers and build up a friendly competition between your agents.



8. Group Queued Calls (UC)

What is it?

The main feature you see in this chart is queued calls for an entire group.


Other metrics you’ll have access to are:

  • Current max queue time
  • Number of ACD Calls in the queue
  • TSF for the group


Why is it helpful?

You’ll find this chart helpful in looking at trends for your different groups. A feature that makes this chart extremely valuable is that it can be configured to alert both visually and audibly with flashes and tones when there is a call that has been waiting in the queue for too long. It also notifies you if your team is not meeting their target service factors. This is important to keep a pulse on how your entire contact center environment is doing.



9. REAL TIME Agent Timeline (ECC)

What is it?

A visualization of your agents’ activity throughout their workday.


You can see whether your agents are:

  • On an ACD Inbound Call
  • On an ACD Outbound Call
  • Considered Busy
  • Replying to emails
  • Chatting with customers
  • idle
  • Logged out
  • On an NACD Inbound Call
  • On an NACD Outbound Call
  • In release
  • In wrap


Why is it helpful?

You can make a quick observation about how your agents’ days were spent. Did they spend most of their day on calls/ emails/ chats or were they mostly idle or in release? Ideally, your agents will have spent most of their shift helping customers by being on calls instead of spending too much time in release or idle. Most importantly, You can even click from this timeline into a specific call and view the Cradle to Grave!



10. REAL TIME Agent Timeline (UC)

What is it?

The ECC agent timeline’s little brother- it shows your individual agents’ activity throughout their day.


This chart will show whether an agent is:

  • On an ACD Inbound Call
  • Idle
  • On an Inbound Call
  • Logged out
  • On an Outbound Call
  • In a workgroup presentation


Why is it helpful?

Again, this visual is perfect to see your agent’s timeline for what they’ve done during their shift.



To sum up, having in-the-moment insights make the world of a difference when it comes to understanding your employee productivity and customer journey. With Brightmetrics REAL TIME Analytics, you have the information your team needs to impact customer experience and shape business outcomes as they occur. Use these charts to control the success of your contact center teams!


Learn how to create your own!


Need to build these charts in your ECC environment? Here's how!


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