If you are in the Contact center industry, this information will be of incredible value to you.
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.
If your agents are grouped according to their schedules you could analyze which group needs more coaching assistance.
For example, aggregate your agents data according to their...
And aggregate your queues data according to
You decide on the particular groups within each demographic, you create as many as you need or want:
compare the results of each of these groups and tailor your training approach.