Stock Report Lab

Owned by Tyson Omer
Last updated: Sept 25, 2024
3 min read

Table of Contents

Overview of Lab:

Now that you have completed the Analyzer Introduction, we will assist you with personalizing Stock Reports.

 

Introduction

Outcomes

After this lab, you will be able to complete the following:

  • Understand how to personalize and customize reports for queue, team, or agent

  • Understanding reports vs field filter impacts

  • Understand the computed output in the report

Requirements

Below is the list of requirements needed to complete the lab:

  • Ability to use:

    • Control Hub

    • Webex Contact Center Management Portal

    • Analyzer

  • The completion of the previous lab, Analyzer Introduction.

Quick Links

Included are beneficial links to this lab:

 

Lab

Understanding Stock Reports

Stock reports in a contact center analyzer provide insights into the performance of agents, teams, and the overall contact center. They can help identify areas for improvement, measure success, and make data-driven decisions.

Key Stock Reports to Consider:

Agent Performance Reports:

  1. Individual Agent Metrics: Track metrics like average handle time, abandonment rate, first call resolution rate, and customer satisfaction scores for each agent.

  2. Team Performance: Compare the performance of different teams or groups of agents.

  3. Agent Adherence: Measure how well agents adhere to scheduled breaks and shifts.

Step 1: Log in to Your Contact Center Analyzer

  • Open your web browser and navigate to the login page of your contact center analyzer software.

  • Enter your credentials (username and password) and click "Login"

 

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Navigate to “Contact Center”.

 

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Then “General”.

 

Then “Go to Webex Contact Center Management Portal”.

 

Then “Reporting and Analytics”.

This will open the Contact Center Analyzer.

 

Click on the “Visualizations” tab on the left.

 

 

From here you will see all of your organization's folders & reports.

Step 2: Search for Agent Performance Reports.

  • Use the search bar within the reporting module to search for terms like "agent performance," "agent metrics," or "agent activity."

  • Alternatively, browse through the available report categories to find those related to agent performance.

Step 3: Select an Agent Performance Report

Choose a report that provides detailed information about individual agent performance. This might include:

  • Average Handle Time (AHT): Measures the average time spent handling a call.

  • First Call Resolution (FCR): Indicates the percentage of calls resolved on the first attempt.

  • Customer Satisfaction (CSAT): Shows customer feedback and ratings.

  • Abandonment Rate: Measures the percentage of calls that are abandoned before being answered.

  • Adherence to Schedule: Tracks how well agents follow their scheduled shifts and breaks.

 

Step 4: Customize the Report (Optional)

Many contact center analyzers allow you to customize reports to fit your specific needs. You might be able to:

  • Filter: Narrow down data to specific agents, time periods, or call types.

  • Group: Combine data into groups or categories for easier analysis.

  • Metrics: Select the specific metrics you want to include.

  • Visualization: Choose the format for displaying data (e.g., charts, graphs, tables).

 

Step 5: Analyze and Interpret the Data

  • Review the report to identify trends, outliers, and areas for improvement.

  • Compare agent performance to benchmarks or internal standards.

  • Use the data to make informed decisions about agent training, scheduling, and performance management.

 

By carefully selecting and analyzing stock reports, you can gain valuable insights into your contact center's performance and make informed decisions to improve customer satisfaction and operational efficiency.