Contact centre · Demand and workforce
Building one account of calls, service and workforce activity
A high-volume contact centre needed a consistent view of demand, service performance and the activity behind it.
The reporting need
What the organisation needed to understand.
Call and workforce information was spread across low-level platform records and externally produced outputs. Measures were difficult to reconcile and operational questions often required separate analysis.
The organisation needed to understand overall demand and service, then move through calls, sessions and agent activity without changing the meaning of the measures along the way.
Work undertaken
How the reporting requirement was addressed.
- 01
Started with the service questions: when demand arrived, what happened to each call and how workload related to available staff.
- 02
Rebuilt the account of calls and activity around the organisation's own records, with consistent rules for transfers and ownership.
- 03
Created five connected reports for demand, performance, workforce planning, operational review and detailed investigation.
Operational use
2.5m calls represented annually
- All telephony and agent reporting moved to one governed source.
- Operational teams could move from service trends to supporting detail.
- The work provided a reusable base for planning and investigation.
Contact