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What Is So Special About Our Demographics Feature?

Like most reporting tools you will find out that your rep John Doe is not achieving his goals, but wouldn't it be beneficial if you also discovered that every rep who has 12 months experience or every rep who works the afternoon shift, or every one who reports to Team lead Steve is not achieving their goals?

That's just the tip of the iceberg of the kind of insight you will get with our Smart Reports and our custom demographics feature.

The Reporting Engine Filters and Demographics

You can report on particular groups within your population of agents and list of queues.

Demo Example

Get Insight on particular groups of agents:

ex: If your agents are grouped according to their schedules you could analyze which group needs more coaching assistance.

Demo Example

You decide what demographics you would like to track and follow:

For example, aggregate your agents data according to their...

  • tenure
  • schedules
  • previous experience level
  • current expertise level
  • training program
  • etc...

And aggregate your queues data according to ...

  • business segments
  • markets
  • call types
  • departments
  • regions
  • etc...

See your contact center like you've never seen before.

See the forest not just the trees for a change.

You decide on the particular groups within each demographic, you create as many as you need or want:

  • For tenure, create groups such as:
    • Zero to 3 months
    • 4 to 6 months
    • 6 to 12 months
    • and so on...
    • compare the results of each of these groups and tailor your training approach

Our contact center experts will guide you through your initial set up.

You can modify your demographics at anytime within seconds.

With this kind of new insight, you will be able to finally find new ways to increase revenues and reduce expenses.