The Top 4 ECC Charts Any Contact Center Can Benefit From

There are so many things to worry about in the workplace. For example, wondering who took the last of the coffee without making another batch is a common one we experience here in our office.

Some other examples include:

1) the volume levels during our weekly cornhole tournament

2) debating about what (really similar but not the same) food options we want for lunch

3) or deciding whose fault it is when an office plant dies…

 

Although it’s hard to believe literally anything can be more important than coffee, cornhole, or attributing blame… we think that finding the perfect balance in your contact center takes the [importance] cake. 🍰

 

That’s why we exist. Brightmetrics allows anyone on your team access to your contact center data for valuable insights that you can’t get anywhere else.

 

For this reason, we’ve cultivated a short list of the four most common ECC charts that are requested through our support team.

 

So check out this quick read; its short, sweet, and full of essential insights!

1.Calls Answered by Agent

What is it?

How many calls an agent is answering in an ECC Group

Why is it important?

Big picture- this chart is important in understanding the workload among agents. With this chart, you can monitor this chart to easily compare the number of calls your agents are answering as a group. It’s important that every agent in the group is represented in the chart.

You can also share this chart with individual agents. Then, your agents can keep track of their calls in comparison to their coworkers. This is the perfect way to spark up some friendly competition that is fueled by personal and team accountability.

2.Call Count – Overflowed and Answered

What is it?

This is the number of calls that overflowed to another group and were subsequently answered. This happens when these calls’ queue time exceeded the configured duration and then the system triggers them to overflow to an additional group (or groups) and finally being answered outside of the group the calls overflowed from.

Why is it important?

Okay, so why the heck would you need another chart or board just to depict the overflowed calls from a group? Clearly, we could see these calls depicted within the Call Count by Exit Reason chart that you find in the Brightmetrics standard ECC Group Performance dashboard template, right?

Well, breaking this out into a separate, easy to consume visual for executive leadership, management, or even technical team members is really helpful under some of the following scenarios:

  • When an organizational change have been implemented or when a company is experimenting for a possible org change in the future
  • When considering if a 2nd group really is needed or if it can be eliminated. How would this impact customer experience? Are customers still happy? Is the wait too long?

To visualize this, build a Text Board chart that shows this Overflow Number in the context of the number of ACD inbound calls that group accepted and answered.

Here’s what it could look like:

 

3.Call Count by Exit Reason

What is it?

This chart shows how many calls left the workgroup queue categorized by the reason they left the queue

Why is it important?

This chart keeps the workgroup accountable for how callers exited their queue. There are a few options of what you could see in this chart. The best being: AgentAnswered. This means that the caller left the queue while they were on with an Agent. This is the ideal situation. Here’s why- if a customer ended the call in any other way, that means that they never reached an agent and likely had a negative customer experience.

Here are some of the other options that could occur:

CallBackRequested– Some systems will automatically call back customers as soon as an available agent is off the line. Others allow the agent to choose when they are ready to call a customer back.

OtherAnswered– The call was answered by somewhere else other than the workgroup. For example, the call could have been sent to another location like a script or IVR, or even another workgroup.

Abandoned– This happens when a caller is tired of waiting and decides to hang up before being helped. I’m guilty of doing this often and likely look like this moments before I decide to hang up:

 

via GIPHY

AgentNotAnswered– This means that the call was presented to the agent and they did not answer. Totally unacceptable- this agent probably needs some additional training opportunities if this is something that happens often.

In short, this chart is incredibly important to keep track of how the workgroup is handling the calls that are presented to them.

4.Call Count by Release Code

What is it?

Most operations love the insights they get from seeing Agent Availability charts. In Brightmetrics, we depict in our Agent “Time -%Idle” chart perspectives. See our fantastic blog on how to build that here.

But don’t get confused, this chart is different in that it shows what release codes an agent uses when they are in release and how long they are in release (including “Forced Release” that ECC implements when calls are presented to agents and not answered).

Why is it important?

This chart is most important for agent accountability. It is used to make sure that agents are using the correct release for the correct amounts of time.

Here are some examples of what release codes could look like:

  • lunch
  • break
  • email support
  • aftercall work
  • dial out
  • email chat
  • meeting
  • mentor
  • special projects
  • training

An example chart would look like this:

 

Sometimes it’s not enough to see reports from your phone system; you need customer engagement insights from your contact center interactions.

 

Through charts and dashboards, Brightmetrics delivers invaluable perspectives to keep your employees productive and customers happy.

 

As always, if you find yourself needing some to build these charts, please contact our support team at support@brightmetrics.com. They are more than happy to walk you through any questions- big or small.

 

Read More About Our Top Charts

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