New Call Center Metrics for Office Managers in SONAR!

Call Center metrics are now available for any user with Office Manager access to SONAR!

The Call Center section of SONAR provides powerful insights into your queue and agent activity, your customer experience, and your historical data. It is designed to leverage call data to help with forecasting and also provides a real-time snapshot to assist in decision-making.

Since this is a new feature for most Office Managers, I’ll break down the basic elements of the Call Center section and provide a few use cases to gain a better understanding of how you can leverage its power!

 

Call Queues

The main page of the Call Center section provides a general overview of your call queues. The Call Queues section displays all active calls, callers waiting, wait time, and idle agents for each of your queues.

This section is especially helpful if you have agents that work in multiple queues. You’ll be able to see when agents are idle in one queue, while callers are waiting in another queue and can adjust your agents as needed. Since there are 6 idle agents in the Billing Queue (as shown above), it might be worthwhile to move some agents to the Customer Success Queue as there are 4 callers currently waiting on hold.

 

Stats Grid

Adjacent to the Call Queues section is the Stats Grid, which is a snapshot of metrics that are calculated based on customizable thresholds. You can add or remove components of the stats grid, depending on what is important for your organization by clicking on ‘Settings’.

The Stats Grid provides a real-time overview of how your agents are performing. You can view the stats for a single queue or multiple queues combined using the checkboxes in the Call Queues section. You’ll notice in the image below, that the metrics change when an additional queue is selected.

Thresholds can be used to dictate when your stats appear green (good), yellow (average), or red (poor). Setting thresholds that are challenging, but attainable is a key factor in measuring the stats grid metrics. If you set thresholds that are too low, your team will appear to be underperforming. Setting too high will give you false confidence that your clients are being taken care of appropriately.

Each organization is different, so it’s important to adjust thresholds based on your expectations. At Versature we strive to have an Average Wait Time (AWT) of less than 30 seconds, so we set our upper threshold at 30. Anything over this number will appear red and we’ll make real-time adjustments to shorten our clients’ wait time. However, in other call center environments, a 30 second wait time might not be achievable, so the threshold should be much higher. Remember, the metric is only relevant based on your expectations. Set them accordingly, and you’ll have an accurate snapshot of your call queues at any time.

 

Reports

Above the Stats Grid you have the option to build Reports for a “deep dive” look into your metrics. There are 5 pre-built report types to choose from, and the timeframe and metrics can be customized for each.

  • Queue Stats – Everything included in the Stats Grid, plus some more advanced metrics
  • Agent Stats – Granular metrics for specific agents. Can be filtered for specific queues
  • Agent Availability – Time-based metrics that show when agents were available to answer calls
  • Dialed Number – The same metrics as the Queue Stats, but filtered based on the number that your clients called
  • Abandoned – Metrics for every call that went unanswered by agents. Can be filtered for specific queues.

All reports can be downloaded in .csv format for easy import into spreadsheets. This is a great way to track historical statistics and monitor your progress over time. Once you’ve become an expert Call Center user, give our Google Sheets integration a try for even quicker spreadsheet-data fun!

About Tyler Cooper

Tyler Cooper serves as Versature’s Director of Client Services, bringing 15+ years of customer relations experience to the telecommunications space. Tyler is an entrepreneur with a background in the private hospitality industry and a customer-centric approach to project management. As a member of the Coaching Association of Canada as well as an ambassador for the Sick Not Weak mental health initiative, Tyler is committed to helping and supporting various members of his community.