Statistics

The statistics tab of the dialer in Issabel Contact Center is a fundamental tool for monitoring, evaluating, and optimizing the performance of campaigns and the overall operations of the contact center. This section provides a wide range of data that helps administrators and supervisors make informed decisions and improve the efficiency of the call center.

What are statistics in Issabel Contact Center?

This tab provides a clear and detailed view of key metrics related to:

• Campaign performance.
• Call management and status.
• Disposition results.
• Other critical contact center indicators.

These statistics are designed to provide both real-time and historical data, allowing for comparative analysis and trend forecasting. You can access the statistics in the tab of the same name in the dialer section.

Main functionalities of the statistics module

• 1. Visualization:
  
  • Allows viewing the current status of campaigns.
  • Supervisors can quickly identify call statuses, dispositions, among other parameters.
  • Also includes historical data of the campaigns.
  • Helps make immediate decisions, such as redistributing resources.
• 2. Filters and customization:
  Statistics can be filtered by:
  • Campaign
  • Date and time
• 3. Visual representation:
  
  • Data is presented in interactive charts to facilitate interpretation.
  • This helps supervisors identify areas that require attention.

Benefits of the statistics section

• 1. Improvement of operational efficiency: Supervisors can identify parameters that require attention to make changes in campaign management.
• 2. Data-driven decision making: Objective data allows adjusting campaign strategies and improving results.
• 3. Monitoring goal achievement: It is possible to compare current performance with established goals, ensuring that campaigns are aligned with business objectives.
• 4. Resource optimization: With real-time statistics, agents can be redistributed or schedules adjusted to cover peak demand times.

This functionality is a powerful tool for measuring the performance of a contact center operations. Thanks to its ability to provide information, it allows supervisors and administrators to make strategic decisions, optimize resources, and achieve campaign goals more effectively.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com