The Reporting Engine Product Tour Presentation

The Most Powerful Online Call Center Reporting Software

Transcript

2. INTRODUCTION Thank you for taking the time to view this presentation. We will demonstrate our product by “walking a mile in their shoes” Different points of view for different types of users. 20 years of call center management experience
3. “walk a mile in their shoes…”
4. Close-Up? For a full screen click on
5. Let’s say you are a team leader and you need to prepare for a coaching session.
6. Select a perspective: “Subject”.
7. Select a category to view.
8. Click on the selectors to filter the list to narrow down to your agents. Then click “Run”.
9. Click on “+ Indicator” to add as many indicators as you need. Select from the numerous indicators.
10. Voilà! The report is created. Default first level view is Yearly View… “see the forest before the trees”… (select any year)
11. You can modify any indicator - even after you ran the report.
12. You can add any number of indicators - even after you ran the report.
13. Drill down to view more details for any agent by clicking on agent name.
14. View agent results broken down by month. Drill down to view daily or weekly details by clicking on any month.
15. View agent daily results for selected month or…
16. Select a specific date range to view more or less dates.
17. 1 Go back to Monthly View and drill down to Weekly View and analyze the past 52 weeks from the month selected. 2
18. Click on “+” next to Favorites and save this Weekly report for this Agent. This will save you from having to rebuild this report.
19. Recall the report from the Favorites list in 2 clicks. 1 2
20. Recall the report from the Favorites list in 2 clicks. 1 2
21. 1 2 You can then retrace your original analysis by clicking “Back”. The Favorites remember everything.
22. Let’s say you are a Business Analyst and you need to analyze which Product line has the best performance.
23. For a different report layout select the “Indicator” perspective.
24. Select a category to view.
25. Select an indicator to view.
26. Click on the selectors to filter the details of the Product line stats. For example, you want to view the results for the “Residential” segment of the “Customer Service” department for the “Rome” location.
27. Voilà! The report is created. Default first level view is Yearly View… “see the forest before the trees”.
28. One click and you can change the indicator and have a new report. You can analyze the next indicator and compare results.
29. Ctrl-hold click for multiple selections and narrow it down to 2 products… 1 2
30. Click on a year to drill down to Monthly View… 1 2
31. Click on “- Quarterlies” and hide the Quarter summaries. Toggle back by clicking on “+ Quarterlies”.
32. Click on “- Fiscal” and change to the calendar year display mode. Toggle back by clicking on “+ Fiscal”.
33. Export to “ Excel” .
34. 1 2 3 Drill down from Monthly View, to Daily View to Hourly View one click at a time. Easy as 1-2-3.
35. 1 - Narrow down or expand your days. 2 - Narrow down the intervals. 1 2
36. Change indicator anytime – even after report has run.
37. Another example as a Business Analyst : this time you want to analyze which New Hire training program works best.
38. Select a perspective: “Subject”.
39. Select profile to focus on: “New Hire”.
40. Narrow down your analysis by filtering data with the selectors. You want to analyze the New Hire training groups for the agents who work the 1pm schedule, in the Customer Service department in the San Jose location.
41. You have filtered the list of new hire training groups for your selection. Add as many indicators as you wish by clicking on “+ Indicator”.
42. Choose from nearly 100 customizable indicators.
43. Voilà! The report is created. Default first level view is Yearly View… “see the forest before the trees”
44. Click on “+ Chart” to build eye-catching 2D or 3D charts.
45. Click the “plus” sign or the “minus” sign to add or delete an indicator for the chart. Choose any series type. Choose which axis. Go back and change any indicator or any series type. Full flexibility.
46. The Charts are interactive too. You can click on the legend to hide or show any indicator from the chart.
47. To view more details for the “2 weeks training” group, just click on it… and pursue your analysis. 1 2
48. 1 2 For more details, you can drill down to weeks… and select a week to view … (see next slide)
49. Clicking on a specific week will break down the results according to which agents, from that group, worked that week. …wait there’s more…. 2 1
50. Click on a specific agent to display that agent’s overall results… the forest for the trees … and you can continue for more details by drilling down to weeks or days for that agent. 1 2
51. 1 2 Click “Back” until you retrace each step back to original report.
52. 1 2 Clicking on a specific day will break down the results according to which agents, from that group, worked that day. …wait there’s more….
53. 1 Click on a specific agent to display that agent’s overall results… the forest for the trees … and you can continue for more details by drilling down to weeks or days for that agent. 2
54. 1 2 Click “Back” until you retrace each step back to original report.
55. 1 2 Clicking on a specific month and choosing “Agent” will break down the results according to which agents, from that group, worked that month. …wait there’s more….
56. 1 2 Click on a specific agent to display that agent’s overall results… the forest for the trees … and you can continue for more details by drilling down to weeks or days for that agent.
57. 1 2 1 - Send an email. 2 - See how report looks in an email.
58. Let’s say you are an Executive and you want to determine which Location needs your attention the most.
59. Select a perspective: Choose “Time” for a different report layout.
60. Select a profile to focus on : “Location” .
61. Select a moment to report on. Choose from Day, Week, Month or Year.
62. Narrow down your analysis by filtering data with the selectors. You want to analyze the location with agents with “Level 2” expertise, and working for the “ABC International” business unit.
63. You have filtered the list of location according to your selection. Add as many indicators as you wish by clicking on “+ Indicator”.
64. Choose from nearly 100 customizable indicators.
65. Voilà! The report is created for July 4, 2011.
66. Click on date to display calendar, and select a new date. 1 2
67. Change “Moment” by selecting “Week” to view any week.
68. Click on date to display calendar, and select a new week. 1 2
69. Change “Moment” by selecting “Month” to view any month. You can also choose “Year” to view any year.
70. 1 2 The beauty of the TIME perspective is also in the way you can drill down for details. Here we have a breakdown of the results by Department for San Jose.
71. …and keep on drilling down… for example, this is a breakdown of the results for the Managers for the Customer Service Department, in San Jose. 1 2
72. …and keep on drilling down… to a breakdown of the results for the agents according to their Tenure, for manager Anthony Finnegan from Customer Service Department, in San Jose. 1 2
73. Let’s build a Pie chart to get a different angle on this report.
75. …and keep on drilling down… now get the details for the tenure group “Zero to 3 months” broken down by agent of that group who report to Finnegan, of the Customer Service department, in San Jose. 1 2
76. Click “Back” and retrace your steps all the way back to your first report… 1 2 4 5 3
77. Let’s say you are an Agent and you want to find out what your standings are for winning the upcoming sales contest.
78. Log on as any user would, and let The Reporting Engine determine your level of access.
79. This is the default view if Agents are only allowed to view their own stats. This is the default view if Agents are allowed to view other agents.
80. Agents can also drill down for more details…
81. Agents can add or change any indicator. But the change only lasts during the current session. Next time agent logs on, the indicators will reset to default.
82. Agents can also toggle the “Quarterly”, and the “Fiscal” view. Export to Excel, Print , Email. Full Chart Builder is included.
83. This concludes our product tour For more details, please click on “Request Live Demo” at the top right of this page.