Contact Centre

A key aspect of the requirement is for the provision of a dashboard report that dynamically recalculates service levels, agent status, alerts and other key statistics in real-time throughout the day. The dashboard is a critical tool in ensuring that service levels are protected through constant monitoring.

In addition to the dashboard, historical reports are needed in the following areas:

	Call Satisfaction, showing percentage of first call resolution, average speed of answer,average handle time, average wrap time, average hold time. All broken down by department with drilldown to team and agent
	Call burning, showing a count of short calls for agents, with drilldown into call detail.
	Service levels, showing answered and abandoned call statistics for the department.
	Agent time breakdown, showing a complete breakdown of agent activity for the reporting period. Includes: personal time, training, breaks, face-to-face interviews, lunch.
	Agent time schedules, showing actual agent log in & log out times compared with their pre-defined schedules, the difference shown as a time loss or gain.

All historical reports are required at Daily, Weekly and Monthly frequencies.

Although the telephony system produced both real-time dashboards and historical reports, the solution required by the contact centre meant that additional data was required from the CRM system and an agent schedule spreadsheet. The telephony system also could not provide service level recalculation in real-time or display key information on a single dashboard.

The DART solution.

DART was connected to Cisco IPCC enhanced version to access queue summary and call detail information, Northgate CRM to establish the number of calls being handled and closed by the front-office, and the agent schedule spreadsheet for retrieving schedule information.

A DART dashboard report was constructed to show agent status, queue summaries and recalculated service levels. This was then published as a 'live data' real-time report, which the contact centre manager has running on her desktop throughout the day.

The historical reports are published automatically using DART's scheduler and appear in the report library for viewing. DART security ensures only authorised staff have access to the reports.

The benefits this has brought to the authority include:

Contact Centre reporting in use.

Real-time dashboard:

Historical reports:

Next steps

Broxtowe Borough council are now looking to expand their use of DART to other departments. Forthcoming projects are being planned to provide IT helpdesk management statistics and CRM call information broken down by ward for the Chief Executives office.