What are contact center agent reports?

Customer satisfaction (CSAT) evaluates the ability of businesses to meet customer expectations. CSAT is an indication of how happy customers are with their product, service, or support experience at a company. By measuring customer satisfaction, companies can keep tabs on trends and move up rating scales. 

Problems with traditional contact center reporting solutions

While traditional reporting methods provide an overview of all activities in a period, leaders have only been able to generate these reports after some time, which means that managers could only identify errors or process gaps or view progress once the next report was generated. 

Organizations experience two problems in contact center reporting: 

• Manual methods. Managers are spending hours each week pulling and aggregating data from different sources, and the frontlines only see weekly updates.The antiquated nature of this reporting delays feedback for agents, prolongs customer dissatisfaction, and significantly increases costs to the organization.

• Lack of visibility. Many data science teams use tools that only allow them to pull in data and analyze it. These tools don’t offer the ability for leaders to act on that data and manage their teams efficiently. Since individual contributors such as agents lack access to these dashboards, there’s no room for realtime performance improvement. This is why organizations need performance intelligence tools such as Echo AI. 

Why are contact center reporting metrics important? 

To generate relevant and custom reports, organizations must track the right contact center metrics that gauge the effectiveness of customer service teams such as service level, average handling time (AHT), first call resolution (FCR), abandon rate, quality, net promoter score (NPS), and customer satisfaction (CSAT). 

Contact center reporting metrics can span customer experience, agent productivity, and operations. 

Here are some benefits of analyzing contact center metrics: 

• Business efficiency. Tracking key metrics can help contact centers glean insights from past performance and make strategic decisions to improve agent performance, workflows, and customer experience. 

• Omnichannel optimization. Reporting informs organizations of overall contact center performance and the effectiveness of multiple customer support channels such as phones, emails, live chat, and social media. 

• Customer satisfaction. Understanding customer satisfaction helps managers understand training opportunities, agent burnout, and how to improve existing processes or product issues to cater to customer preferences. 

• Performance based promotions. Take the bias out of raises and promotions. Give everyone realtime access to how they are performing against their goals and peers will ensure fairness. 

• Performance improvement plans. Data from reporting metrics informs teams of areas of improvement such as gaps in agent knowledge, process, and overall service delivery. Leaders can create and implement plans to course-correct support teams with mini-goals, 1:1s, and actionable feedback on the data. 

Difference between reporting and analytics

Reporting converts data into contact center metrics and KPIs to reveal the performance of agents and the impact of other factors. Contact center analytics collect and evaluate data to identify patterns and trends that become actionable insights. Reporting tells teams what is happening in their contact center while analytics highlights areas of focus— both of greatness and areas that need attention. 

How Echo AI can help with your performance intelligence needs 

Echo AI provides teams with realtime dashboards that inform everyone of current performance — not just managers or leaders. This capability helps agents properly understand performance metrics, areas of strength and improvement. Managers can tailor feedback to individual agents' needs with impactful 1:1s. 

Learn more about Echo AI's performance intelligence solution, which helps leaders determine if individual agents align with overall business objectives.