Business Problem: Major US Bank Call Center Operations desires Management Reporting of Call Statistics by Center down to Agent level as well as sharing of internal reports, documents and various metrics throughout the organization with security for user groups. Currently data is spread among multiple sources, websites, excel files and center offices. There is no security in place to allow certain groups or employees to see certain data. Also there is little organization of data and employees find it difficult to get the data they need for decision making whether they are Executives or Supervisors or Bank Agents.

Solution: Create one point of access for all company wide data using Dashboard software with security for user groups. Stream real time Call Statistics into dashboard portal for easy access and apply security for different groups (Executives, Center Managers, etc) We consolidate all companywide reporting and forms as well and apply security by groups and also create departmental document repositories for team collaboration. We only show relevant data to appropriate user groups. Data is now tailored to the user, we create access to forms, documents, reporting as well as team calendars.

This is a sample view of a dashboard for a major US Banking operation Call Center. From this one location, managers have access to vital information to make business decisions on a real time basis. This view of data shows real time stats for Calls Taken, Average Handle Times, Average Wait Times, etc.. by each banking center and allows drill down to additional levels of detail. For example, drill down from a banking center to center managers level, then down to supervisor level for each manager, then to a banker level for each supervisor until lowest level of detail is reached for an individual banker. Security is in place so that a manager may only see his center and drill down on his supervisors, etc.. Supervisors will only be able to see their bankers, etc..

This view also shows Reporting, Charts and Links to frequently used applications. Users see only relevant reports/links/charts depending on user group. From this main view, a manager has access to almost 100% of data and reporting and applications used for his job role.

This view shows additional charting,Key Performance Indicators, and Metrics Watch Lists tailored to a job role. We create metrics watch lists and visual key performance indicators. Each job role sees only relevant data. Quick access and clear visibility on performance. Security framework allows access to each individual metric, chart or KPI. Managers see high level metrics whereas lower level job roles see other metrics - all from the same dashboard.



This is an just one example of how we can use our dashboard software to create a management dashboard portal and fill it with your data from various data sources. Call us or email to find out how we can create a complete solution for you and your business needs.