KPI Monitoring: Never lose sight of your metrics
You need to keep your finger on the pulse of your contact center. When actual starts to deviate from plan, you should know what is going wrong and why. If you’re not hitting service level, is that because volumes are up? Or don’t you have enough agents available? Customizable dashboards provide actionable information that suggests how to get your KPIs back on track.
Build and share real-time dashboards your way
injixo lets you create and save unlimited WFM KPI dashboards, so you always have the intelligence you need to take appropriate corrective action before it's too late.
Building dashboards is a breeze
Create new dashboards with a few clicks:
- Choose the KPIs and metrics that are most important to you
- Add them to your dashboard by simple drag-and-drop
- Create up to four windows per dashboard, each with its own formatting
Keep track of workload indicators
Add demand metrics, including: *
- Contact volume: offered and answered
- Service Level (SL) and abandonment rate (ABR)
- Waiting time and average handling time (AHT)
* Metric availability depends on data feed from ACD or routing platform
Track of the number of agents available for customers
Add supply metrics, including: *
- Required staffing
- Provided staffing
- Coverage (under or over-staffing)
* In each case, the metric focuses on a specified activity performed in a specified agent group (planning unit)
Choose chart styles to bring your metrics to life
Formatting options include:
- Graph type and axis labels
- Colors
- Aggregation level: interval or day
Quickly dive into the data to get the best insights
Options include:
- Fixed or rolling date range, e.g. today or this week
- Chart or numeric table view
- Copy to clipboard for ad-hoc data export
Information is power with real-time monitoring
You need constant visibility of WFM metrics to hit your KPI goals despite what the unexpected throws at you.
Timely
Dashboards always contain the most up-to-date information and are refreshed automatically as new data becomes available.
Configurable
With injixo, you are not stuck with a 'one-size-fits-all' solution for real-time data visualization. Create views that work for you and your team.
Collaborative
Planners, real-time managers, and team leaders all see the same set of metrics presented the same way at the same time.
Want to see it in action?
Discuss your real-time management goals and challenges with one of our experts and let them show you how injixo can help.
Book a demo