June 21, 2018 by Matt Beatty

The Top 6 Charts Any Organization Can Benefit From

Here at Brightmetrics™, we’re often asked, “What are the top charts that any organization could benefit from?”

And although we love that our customers are eager and ready to use our services, this request can be a little daunting for us. We cater to such different organizations in various industries with ranging company sizes, it’s hard for us to create a quick list…


That being said, our struggle doesn’t really matter.


First of all, we  our customers.


Second of all, we’re here to please.


So, with the help of our seasoned Application Support Engineer, Andrea, we cultivated a list of the six most common UC Analytics™ charts we see across all customers.


1. Abandoned Calls and 2. Queue Times

These 2 are at the top of the list, but don’t think we need to waste your time reading it here when we created an in-depth blog post (and short video) about it a couple months ago! Check out the why abandon call rate and queue times are on the top of our list!


Here's the post! 


Curious about how to build the charts that in out abandon rate blog? Here's how.


3. Inbound Calls

What is it?

It is the count of calls coming into the organization or groups (Not to be confused with the count of calls by specific call party/ agent).


Why is this chart important?

An extremely valuable example involves emergencies in municipalities. We saw that the City of Santa Rosa opened up a phone number for the community to call when the NorCal fires were occurring in late 2017. For their organization, the number of inbound calls dictated how many volunteer agents they needed during the emergency. Under these circumstances, the leadership team was able to keep a close eye on this chart to make sure the team was correctly staffed to handle the number of inbound calls the city was receiving. Furthermore, they were able to reorganize volunteer efforts in other departments when needed. This would have have been a seamless process without the easy access to inbound call numbers in Brightmetrics.


4. Outbound Calls

What is it?

The number of calls an agent is making.


Why is this chart important?

This chart is useful in 2 main scenarios. The first is for verifying that agents are available for all the inbound calls they are presented with. Oftentimes, agents have a set number of outbound calls they are allowed to make. If they are making too many outbound calls and not answering enough inbound calls, this is likely a training opportunity. In the second scenario, this chart is also perfect for agents whose job it is to make outbound calls- this is an easy way to make sure employees are reaching their daily quotas.


Who is most interested?

Supervisors and managers would be most interested in this chart to keep their agents in line with the team goals. Additionally, this chart would also be perfect to share with agents on their individual dashboards. Here’s why: both managers and agents would have clear insights into how the agents are doing. Their data would be presented easily without ever having to pull call logs for additional verification.



5. Calls Presented vs. Calls Answered

What is it?

The percentage of calls presented to an agent compared to the percentage of calls answered by the agent. For me, this scene from Family Guy is the easiest way for me to think about this concept.






Why is this chart important?

This is a perfect way to get an understanding of your agents’ productivity. Secondly, it is helpful for finding out if your agents are actually answering the calls that are presented to them. If agents fail to answer calls, customers are forced to spend more time on the phone than necessary. If multiple agents are doing this, the caller could be waiting looong time before their request is solved. For more information around on-demand reports on Call Count-Workgroup Presented vs Workgroup Answered, catch our insightful help center article.


Who is most interested?

Managers would take most interest in this chart. In larger organizations, it would be expected for agents to answer at least 90% of the calls that are presented to them. This is a little different for smaller companies. For example, a receptionist at a small veterinarian’s office who answers 15 calls a day should be answering 100% of the time.


6. Time- Logged-in

What is it?

The amount of time an agent is logged in the queue.


What is it important?

This chart is super important for a clearer picture of agent productivity. It is used to track the time that team members are logging in and out. For example, if your employees are full-time agents, it is imperative that they log in to their entire 8-hour shifts regularly. Moreover, if an agent is logging in 5 minutes late every day, do they make up those 5 minutes throughout the day? Were there calls waiting in the queue throughout the time that agent should’ve been logged in? Is that queue time impacting the caller’s customer experience negatively? As you can see from this sequence of dramatic questions, the time an agent spends logged in offers clarity to whether your agents are using their time at work wisely.


Who is most interested?

Managers and supervisors are likely to keep this chart on their dashboards. That way, they’ll be able to watch the amount of time that their agents are actually spending logged in and answering calls. If agents are just chillin’ by the coffee machine chatting it up, they can’t help customers or their co-workers with the queue.


Are these agents useless? No.


Is it a frustrating experience for callers, co-workers, and managers? Yes.


Keep an eye on Time- Logged-in for an accurate insight into agent productivity.



So there you have it: our top six charts for any Brightmetrics customer.


Whether you're a manager or part of the leadership team, utilizing these charts will bring you valuable insights to keep your agents productive and customers happy.


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