Real Time Call Reporting

A user can design KPIs that respond in real time and to drilling and brushing, higlighting and more interactive techniques.

The mission of InetSoft is to supply a catalyst for efficiency and problem solving through cutting-edge BI, so special care was taken during the latest update of the flagship software, StyleBI, to include a powerful reporting engine that is capable of delivering static and dynamic reports, such as this call reporting dashboard.

Powerful BI Architecture

Organizations that are interested in enhancing the scope of their business strategy and that necessarily means expand the power and scope of their BI platform. Since Style Intelligence is so flexible, it can accomodate huge pieces of Big Data, spreadsheets, relational databases, data warehouses and mashup of data from disparate sources. This is perfect for an executive keeping track of performance through call centers and dispatches. As the information comes in, this example dashboard updates every 5 seconds, it constantly reflects the most recent conditions.

An exec can also use it to identify and solve problems and crises as soon as they arise. Arming yourself with information as it happens is the best way to stay on top of customer concerns and ensure quality. For example, it looks like a lot of Jay Matthews calls take 135 hours (greater than 400,000 seconds!). He is dragging up the duration averages and hurting company stature. He needs to be let go, and we were able to identify the problem by looking at the details in a simple chart in this interface.

Transforming Call Center Operations with InetSoft's Serverless StyleBI Reporting Software

In today’s competitive customer service landscape, call center VPs are under constant pressure to improve customer satisfaction while controlling operational costs. One of the most effective strategies to achieve this balance is leveraging real-time data to monitor and manage key performance indicators (KPIs). InetSoft’s serverless reporting software, StyleBI, provides call centers with a scalable, cost-effective analytics solution that delivers actionable insights without the overhead of managing traditional BI infrastructure.

Challenges in Traditional Call Center Reporting

Many call centers still rely on static reports generated from disparate systems like ACD, CRM, and workforce management software. These reports are often compiled manually by IT teams and lack real-time visibility, making it difficult for supervisors and executives to respond swiftly to issues like high call abandonment rates, low first-call resolution (FCR), or unexpected spikes in call volumes.

Furthermore, traditional BI implementations can be resource-intensive, requiring dedicated servers, ongoing maintenance, and specialized staff to manage ETL pipelines and report delivery mechanisms. This slows down decision-making and increases operational costs for call centers looking to optimize their KPIs.

Why InetSoft’s Serverless StyleBI?

InetSoft’s serverless StyleBI app eliminates the need for managing dedicated infrastructure while providing a powerful, API-driven reporting and dashboarding platform. For call centers, this translates to:

• Scalability: StyleBI scales automatically based on report usage and concurrent users, accommodating peak call volumes without service degradation.
• Real-Time Data Integration: Direct connections to cloud-based telephony systems, CRM, and workforce management tools for live KPI tracking.
• Cost Efficiency: Pay-per-use pricing without the capital expenses associated with traditional BI infrastructure.
• Secure Access: Role-based security allows supervisors, team leads, and executives to access relevant data aligned with their responsibilities.

Key Call Center KPIs Tracked Using StyleBI

With StyleBI, call centers can build dashboards to monitor the KPIs that matter most for performance and customer satisfaction:

• Average Handle Time (AHT): Tracks the average time agents spend on calls, including talk and wrap-up time.
• First-Call Resolution (FCR): Measures the percentage of calls resolved on the first contact, a critical driver of customer satisfaction.
• Call Abandonment Rate: Shows the percentage of callers who hang up before reaching an agent, indicating potential staffing issues or long wait times.
• Service Level: Tracks the percentage of calls answered within a target timeframe, such as 80% within 30 seconds.
• Agent Utilization: Measures the percentage of logged-in time that agents spend handling calls versus idle time.
• Customer Satisfaction Scores (CSAT): Captures post-call survey results to gauge customer sentiment.

Dashboards and Charts Used by Call Centers

Call centers using StyleBI leverage a variety of charts and visualizations to make KPI monitoring intuitive:

• Real-Time Line Graphs: Display live call volumes and AHT throughout the day, enabling supervisors to adjust staffing dynamically.
• Stacked Bar Charts: Show call volume distribution across different call types (support, sales, billing) for resource planning.
• Gauge Charts: Provide at-a-glance tracking of service levels and abandonment rates relative to targets.
• Heat Maps: Highlight peak call times and days for staffing optimization.
• CSAT Trend Lines: Show customer satisfaction over time, correlated with operational metrics like FCR and AHT.

Automating KPI Reporting and Alerts

StyleBI’s serverless environment supports automated report generation and alerting:

• Daily KPI summaries are generated automatically and delivered via email to supervisors and VPs.
• Interactive dashboards are accessible via mobile and desktop, enabling on-the-go performance monitoring.
• Threshold-based alerts notify supervisors when KPIs like AHT or abandonment rates exceed acceptable limits, allowing immediate corrective action.

For example, if the call abandonment rate exceeds 5% during a peak hour, an automated alert can prompt the supervisor to reallocate agents from outbound campaigns to inbound queues.

Case Example: Improving First-Call Resolution

One call center using StyleBI aimed to improve their FCR rate from 72% to 80%. They set up dashboards displaying:

• Live FCR rates by agent and team
• Correlation between call durations and FCR
• Heat maps showing FCR variations by time of day

Supervisors used this data to identify training needs for agents with lower FCR rates and adjusted call routing rules to better match agent expertise with call topics. Within three months, the center achieved its 80% FCR target, reducing repeat calls and improving customer satisfaction scores.

Benefits for Call Center VPs

For call center VPs, InetSoft’s serverless StyleBI delivers:

• Real-Time Visibility: Immediate insight into operational performance, enabling proactive management.
• Cost Reduction: Serverless architecture reduces IT overhead while improving reporting speed and accessibility.
• Increased Customer Satisfaction: By monitoring FCR, AHT, and CSAT in real time, VPs can guide teams to improve service quality.
• Better Workforce Management: Insights into call volumes and peak times help optimize staffing levels.

Easy Integration and Security

StyleBI integrates seamlessly with cloud-based telephony systems, CRM platforms like Salesforce, and workforce management tools, pulling in structured and unstructured data for a complete operational view. It supports single sign-on and role-based access control, ensuring secure access while maintaining compliance with privacy and data protection regulations.