Macro Call Center Reporting

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Macro data is a phrase that is used to describe to types of data: aggregated data and system level data. In the call center this usually means voice, email, chat data and internal critical data. In the call center we often use macro reporting for the entire center, group or teams of agents, depending on… Read more »

Micro Data in the Contact Center

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Not to be confused with microdata for content on websites, Micro Data in the Contact Center refers to the agent and their states and performance. However, some larger contact centers also refer to group level states and performance as Micro Data. The purpose behind micro data within the contact center reporting is to be fully… Read more »

Searching for a Dashboard

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Almost every contact center software application now has a dashboard option available to you. So the question is why you need another dashboard. Why are managers and senior management looking for dashboards when they already have them at their fingertips? Here are the top five reasons why: Consolidation of data from multiple applications; (platforms, internal… Read more »