The Secrets to Mastering Scheduled Reports
Almost every role in an organization that is dependent on customer communication can benefit from well-developed scheduled reports for their ShoreTel phone data. Brightmetrics makes scheduling the delivery of unique reporting and dashboards incredibly easy. However, there are some secrets to building the best reports for your organization that can maximize the value and business insights for many different stakeholders in different areas, and certainly for key decision-makers.
Let’s investigate further to uncover these secrets:
Who are the individuals that could benefit the most from a scheduled report? There are many key players in your organization who could use specific information delivered to their inbox on a consistent basis. For example, upper management and executives (especially those who travel on a regular basis) will appreciate the benefit from receiving analytics related to key performance indicators (KPIs) right in their email.
Additionally, team members and team leads who are responsible for daily and monthly performance goals will appreciate the convenience of automated reports.
If you’re ready to take your automated reports to the next level, follow the example of our most innovative and communicative clients, who have their own customers scheduled to receive reports to promote transparency and a common perspective on delivery of service to expectations (especially those set up on specific contractual SLAs).
This is an amazing way to start a communication channel built on trust and transparency, and fortify a rock-solid relationship with your customers.
To better define who to send scheduled reports to, ask yourself: what will this person or team do with this information? If we don’t ask this question, shotgun distribution of reports can become white noise. Find a way to be targeted, and filter reports to the right audience (you’re in luck with Brightmetrics… we make this pretty easy).
The next step to mastering scheduled Brightmetrics reports built from your ShoreTel data is to decide which metrics you want to add to these perspectives.
The metrics that you choose will depend entirely on the recipients of the reports and the purpose. You can choose an overview of your entire team, individuals, or work group performance. The types of metrics are dependent on the purpose. Recall the question we asked above: what do we expect the team to do with this report or dashboard perspective?
Are you establishing a common understanding of the performance of an individual or a team? You might want to look at calls answered, abandoned calls, and how long it takes for those calls to be answered.
Base the metrics you’re scheduling on the business objectives you’re trying to accomplish, and the information that will best help your team members achieve those objectives.
For example, you can schedule team overviews for executives and management responsible for creating staffing budgets, as well as individual reports to leadership conducting performance reviews and call center agents who need to monitor their own stats.
Automated reports can be very helpful, provided that they’re simple to set up and review. The difficult part is that in ShoreTel, the process can be quite clunky and cumbersome. This complexity often forces many organizations to employ workforce analyst positions solely devoted to building advanced reporting requests and managing distribution.
In Brightmetrics, it’s as simple as choosing the recipients, metrics, and schedule. There are some extra layers and filters you can add, such as applying a filter for a specific group, team, or person to narrow that information to match the needs of the audience.
Then it’s tailored to the employees who need it and the specific information they need. Brightmetrics makes the complex simple and democratizes the data.
4. Where & When
In Brightmetrics, it’s incredibly easy to access the information and the scheduler.
For Reports: You go to your saved report, click on the clock icon, and click “New Schedule Entry” to launch the easy configuration settings for your scheduled reports:
For Dashboards: You go to “Edit Dashboard”, click on “Email Tab”, and click “New Schedule” to launch the easy configuration settings for your scheduled reports:
One of the often-overlooked considerations of scheduled reports is a cadence of review and maintenance. It’s so easy to update information, but it’s often forgotten. The best way to avoid this oversight is to simply add report maintenance to your checklist for change management for personnel, operational changes, and organizational restructure.
So when a team member changes positions/departments, is promoted, or leaves, be sure to adjust their reporting accordingly. The other consideration is determining when to send reports. They are completely customizable in Brightmetrics, so you can send reports anywhere from hourly to annually.
You can make individual determinations about how frequently to send reports, but a good rule of thumb is to send the tactical team (i.e. team leads, MBWA, agents) reports more frequently (i.e. hourly or daily) and strategic management reports less frequently (weekly or monthly).
If you’re looking for perspectives more often than on an hourly basis, you need Real Time dashboards; you can learn more about how Brightmetrics can help you out with that need here.
This will all depend on your organization and processes, so customize it however works best for you.
One of the tricks we’ve seen is customers setting a report about an hour before a weekly or monthly scheduled meeting like a performance review. Users can even make a rule about putting that email into a specific folder and check it on a regular basis or using FTP.
Here at Brightmetrics, we understand you need an easy and intuitive way to distribute the insights you’re discovering in our services from your ShoreTel data, so we created a way for our customers to automate emailing these perspectives on a regular cadence in an easy and quick manner.
Leverage your Brightmetrics for reporting that is easy to set up, incredibly effective, and automated so that every user who needs the information can receive it automatically.
The report templates are useful for most situations, but it’s also very customizable for your specific needs. Additionally, the data is then easily available through the email or in a customized dashboard accessible right from the email, and is incredibly easy to consume in that format or to pop into a preconfigured scorecard.