This example dashboard could be used as the opening to an analytics solution for mid- and upper-management. It offers links for the curious to dive into detailed views of performance, programs and other important information. The entire solution requires no special training or patience to understand. At a glance, a user can see the current state of operations as long as they understand their business.

It may also include not just calls to agents, but also calls that arrive and terminate at an IVR, those that transfer agents, or from one agent to another.

Goals: Provide the key executive information that at a glance will inform an executive on the performance of a contact center resource (call center or web driven) and enable the user to dive into more details.

Actively Changing Data: Thebalanced scorecard and strategic program performance goals change rapidly, as programs are put into place to address management goals.

KPIs: Here, the executives selected a balanced scorecard to provide a single summary of overall performance, supported by six sub-components. They also selected other key measures - Up-Sell and Sales for revenue creation (annual and monthlly view); Call transfer rates and "Desirable/Undesirable" contact types to measure cost controls; agent resource utilitization for productivity measures; and lastly a view of customer churn and rescue.

Data Sources: The data supporting this solution may come from one or several sources. These primarily include the ACD and/or CRM solution. The data is read from these existing data repositories, processed and continuously updated in a SQL environment provided by Listening Methods.