"As a general rule, the most successful man in life is the man who has the best information."
Let's say that you have analysed your call durations and found that X% of your calls are over N minutes long and you would like to figure out why. Your telephone system will probably tell you all you need to know about these calls from the perspective of telephony events (what numbers they came from, what time of day they came at, which agents handled them and so on) but it will tell you absolutely nothing about the content of these conversations even though their results may exist in various business databases. Perhaps there is one minor change you could make which would at a stroke cut the length of these long calls in half. Without being able to link these calls to their content you will be confined to nothing but educated guesswork.
Synthesys™ provides a library of MI reports as well as a real time monitor featuring a comprehensive range of live statistics allowing contact centre administrators to keep their finger on the pulse of their performance KPIs.
However, one of the aspects most easily overlooked when looking at reporting, is a subtle problem which seems to plague most contact centres and which Synthesys™ resolves in a most elegant way. The problem is the missing link between telephony statistics and the actual content of each call. Telephony systems can provide information about the call as a unit and not the content of the call, while business systems can provide transactional statistics but cannot link these back to the calls.
Why is this so important? Just as an example, let us assume that you are analysing your calls and have observed that 10% of your calls are longer than 15 minutes. From the telephony data you will be able to derive some basic limited knowledge relating to these calls (such as time of day, DDI, agents and teams they were delivered to, etc.), but you will know almost nothing about the content (i.e. what was actually discussed) of these calls, without actually listening to hundreds or thousands of recordings.
With Synthesys™, you will know not only the precise route that each interaction has taken through the process map, but also the information that was exchanged between your agent and your client (and links into your other systems for further information). You will know, for instance which calls resulted in an order, the products and prices that were sold or perhaps which calls where customer complaints and what each complaint was about. Now you can start to make some more meaningful decisions in relation to your longer calls and really understand whether they are worth the time spent on them and what may be the best way to improve efficiency without damaging the business.
Synthesys™ features an open, well documented and easy to access underlying database structure as well as extensive user-friendly (wizard configured) automated data export utilities which allow other systems to receive information from Synthesys™ for their own purposes on a real-time basis.
Both the Synthesys™ underlying SQL Server database and any external databases (such as the HomeLet database) are updated in real time at the end of each call.
Synthesys™ provides a Reporting Portal as standard. The
Reporting Portal provides a range of pre-defined standard reports
(such as Agent Utilisation, Campaign Results, etc.) and is
typically used by our customers to host their own custom written
reports. These are typically generated in Microsoft SSRS (SQL
Server Reporting Services). Other tools (such as Crystal or Cognos)
are also supported.
In addition, Synthesys™ provides a tool which allows users to associate reports, data exports, data imports and other cyclical administrative tasks with specific campaigns and schedule these to run at predefined intervals as well as determine the delivery channel such as email, printer, web and so on.
Finally, a real time monitor Synthesys™ also provides an
extremely useful Live Monitor that provides current and up to
dateinformation on the performance of campaigns, teams and
individual agents, refreshed every five seconds. It maintains
hundreds of current data items that can be displayed to supervisors
in a customisable fashion.