What is Effective Reporting?

[tony]

Hello everyone!

I've been thinking[i] (steady now...!) [/i] over a strategy to provide our service areas with the best means of determining a "root cause analysis" within the interaction reporting components and I've hit a problem.  I've looked at WfM, Infomart, Insight, Informium, CCA, CCPulse, etc. and noticed that there is one thing mssing from all of them... [i]<gasp!>[/i]

If I were a business manager and my business started under-performing, based on a series of pre-definedc metrics (Service Level Agreements (SLA's) and Key Performance Indicators (KPI's)) I [i]think [/i] I would be able to effectively run my business using the toolsets provided by Genesys.  [b]But[/b], I don't think I could learn anything from it, that has any tangeable benefit for my workforce....

I could have processes in place to react in different ways to counteract any lower than required deviations in my SLA's or KPI's but[b] I can't record how I achieved that, anywhere.[/b]  I also can't automate a process to address the issue in the same way, either.

What if I was able to mark up a particularly badly performing time period for my area of the business on my reporting components and attribute a root cause/resolution to it?  Not just mark it as "bad" (like WfM) but to mark it up as (for example) "The Root Cause for this breach of our SLA was ...<blah blah blah>... & we fixed it by doing this ...<blah blah blah> ..."

I'm sure that that level of root cause analysis must be something the business reports on, internally, primarily so that they can show that they did the right thing but also so that they don't make the same mistakes.  Curiously, I've yet to see anything in the Genesys reporting packages that allows for this level of reporting.

Well - I haven't seen anything like it - has anyone else? (that is, assuming you know what I'm talking about... )

Tony

[cavagnaro]

Hum, interesting Tony, however correct me please if I am wrong, but isn't that info should be provided by another layer like CRM? Why does Genesys has to report on business decisions if that is not its target, isn't it? G7 is a platform to support the business decisions and support them helping to understand CC related issues providing statistics but always on the hand of a good CRM tool...or are we pointing to became also a CRM???

[tony]

All good points but the CRM systems, as they stand tend to be very specific, regarding an interaction with a customer (product, object, etc.).  CRM can tell you what happened with the interaction, once it reached an Agent - or how the customer Self-Served themselves, etc.

I was thinking more about determining a business root cause for and recording a "dip" in the interactions SLA or KPI, rather than recording interactions with a customer.  A couple more "what if's" to explain, I think;

[list]
[li]What if a whole team were absent, on training...
What if the call centre was snowed in (it has happened!)
What if you launched a new product and demand was exceptionally high...[/li]
[li][/li]
[/list]

These are all [i]business[/i]-orientated reasons for failure to reach an SLA however they do not appear to be attributable within a Genesys reporting interface(...?)

My thoughts were to try and determine if there is a reporting tool which would allow a business to assign business reasons and logic to issues raised through their reporting, in order to be able to understand better what business processes might be affecting their SLA/KPI...

Tony

[cavagnaro]

Hum...well looking in that way it is comprenhensible. I'd think on DB management but due the complexity on how reports are built I'm not quite sure how to do it...very interesting and challenging

[victor]

I think I agree with Cavagnaro on this one, without the effective workflow management, even though concept sounds very interesting and actually necessary, Genesys would be the wrong layer to consider its implementation, unless you are able to not only focus on calls, but the overall workflow, including the paper trail that so far has managed to keep itself out of harms way of being added to MCR. 

Your email reminded me of i2 concept a long time ago. Only this one is geared toward call center business. Wait... I should have said "business"

[sshilov]

We resolved Genesys/Cisco reporting issues six years ago. It takes only 10-15 min to install the solution and get real-time historical reports. www.sngdata.com

[Timur Karimov]

Hmm, Tony but if u said what u look on WFM - what do u think about "what if's" forecast capitables from WFM toolset? Before it discusion i'm completly sure what that options can provide answer for question like u :
"What if a whole team were absent, on training...
What if the call centre was snowed in (it has happened!)
What if you launched a new product and demand was exceptionally high...
"
It's does not true?

[tony]

Yes - exceptions are accountable in WfM.  What I mean is ensuring that the information being applied within WfM is available elsewhere...

You can apply a scenario where an exception can be applied for Planning/Forecasting but, once the event has passed, it is difficult to ensure that the business-relevant information ("Agent Unavailability due to Local Adverse Weather Conditions") does not remain "on record" for the sudden drop in an SLA.  So - when reporting from CCA, it just shows that the SLA was not met - not [i]why [/i] it was not met - for that, you have to go back to WfM....

Hope this makes sense?

Tony