What do you like best?
I enjoy being able to quickly pull call and agent statistics for both historical and real-time data. I like that I can build dashboards using different reports. This allows me to monitor my teams efforts and statuses in real time. I like that I can modify the reports by time, group, agent, etc. I like the way I can export the reports to an excel or CSV file; this allows me to manipulate and transfer the data into a format that is more easily understood. I like the variety of reporting available to me. I like that it's only available to supervisors and agent's cannot view information and statistics relative to their peers. I like that we each have our own login and can customize our reporting and dashboards.
What do you dislike?
The inability to easily put things together and analyze the data. I have to pull, review, and combine multiple reports in order to understand and use the data effectively. I dislike not being able to understand and ancticipate our future projected volume easily. I can't estimate future staffing needs and current staffing demands. I'm unable to evaluate our current and future capacities. I wish that "daily" was an option as an interval length because I would appreciate being able to pull one report for the month that breaks the figures down for each day. Instead, I only have the option to pull the entire report range or by 30-minutes or 60-minute intervals. Adding daily as an interval option would be a great addition to the reporting and make it easier for me. I instead have to adjust the date range to account for a one-day period and then track in another report before the data is helpful. I dislike that my customized dashboards and saved reports are also available to other users. I'd prefer they remained only available for my viewing or for those I share them with..
Recommendations to others considering the product:
I recommend creating a view that encompasses all data related to the call handling figures. It should track and consider how many agents were logged in and available, what the agent statuses were, how many calls were holding, hold duration, time of day, trends, etc. I recommend making it easier to share data with users and non-users alike. Our greater Berxi team is interested in understanding trends and would like to access the data or be sent updates without holding a license. I recommend again a more cohesive and all-encompassing view and dash, a more straightforward extraction method, more data sharing availability, etc. We'd really like to see voice transcription and have more access to applying changes ourselves rather than work through multiple parties. I want the ability to apply a change in real-time if needed. I recommend just more cohesiveness and more flexibility for changes to be made.
What problems are you solving with the product? What benefits have you realized?
We solve understanding historical call data. Along with historical agent login/logout behaviors and call handling at both a group and individual agent level. We have problems with QA that we are working towards solving still. We'd really like to add screen pop capabilities as well as voice transcription and automated Quality control and Quality Assurance feedback and reporting. We also need to better solve for agents who are taking calls while simultaneously accepting chats and responding to emails. The benefits are again ease and accessability.
