Every KPI, visible — from the boardroom to the queue
Your contact center already produces the data. We turn it into role-based dashboards and CSAT reporting that executives, supervisors, agents, and operations can all act on — the same numbers, at every altitude.
You can’t manage what you can’t see
Most contact centers are drowning in data and starving for answers. These are the four gaps we find in almost every operation we assess.
Flying blind between monthly reports
By the time the month-end deck is built, the trend it describes is six weeks old. Decisions get made on memory, not on what queues are doing right now.
Data trapped per channel
Voice lives in one report, chat in another, email nowhere. Nobody can follow a customer’s journey across channels — or total its true cost.
Supervisors firefighting without real-time queues
With no live queue view, supervisors learn about a backed-up interval from complaints — hours after the moment they could have re-skilled agents to fix it.
Executives can’t tie CX to cost or revenue
CSAT sits in one tool, cost per contact in a spreadsheet, deflection nowhere. When the board asks what CX returns, nobody has a defensible number.
Four audiences. Four dashboards. One version of the truth.
We build role-based views on top of your Webex Contact Center data, so every level of the operation reads from the same numbers — just at the right altitude.
Executive
The quarterly story in one glance — how experience, cost, and automation are trending against target.
- CX scorecard — CSAT, NPS, and effort in a single view
- Cost per contact — by channel, by month, against budget
- Deflection trend — self-service resolution vs. live-agent volume
Supervisor
The live floor view — what is happening in the next fifteen minutes, and where to intervene.
- Real-time queues — depth, longest wait, and callbacks pending
- SLA adherence — service level by queue and interval, live
- Agent states — available, wrap-up, and idle at a glance
Agent
Personal performance without the spreadsheet — so agents see how they’re doing before their one-on-one does.
- Personal stats — handle time, resolution, and CSAT vs. team
- Wrap-up compliance — after-call work and disposition accuracy
- Coaching notes — feedback tied to the actual interactions
Operations
The engine room — staffing, spend, and platform health measured against the plan, not the panic.
- Forecast vs. actual — contact volume and staffing by interval
- License & telecom utilization — pay for what you actually use
- System health — platform, integration, and IVR status
Fewer metrics. Better decisions.
We won’t hand you 200 canned reports. We help you pick the handful of contact center KPIs that actually drive behavior — then make them impossible to miss.
CSAT — customer satisfaction, measured on every channel, not just voice
Representative deployment targetsAHT — average handle time, trimmed by screen pop and agent assist
Representative deployment targetsDeflection rate — contacts resolved by self-service before reaching a queue
Representative deployment targetsFirst contact resolution — answered right the first time, no callback needed
Representative deployment targetsBuilt for the decision, not the export
Every view answers one question for one audience. Here’s the shape of what leadership and the floor actually see.
The quarterly CX story — experience up, cost per contact down, deflection compounding.
| Queue | Waiting | Longest | SLA |
|---|---|---|---|
| Billing | 4 | 0:42 | 96% |
| Support | 11 | 2:18 | 88% |
| Outages | 2 | 0:19 | 99% |
| Priority | 0 | 0:00 | 100% |
The live floor — queue depth, longest wait, and SLA by queue, refreshed in real time.
◐ Placeholder — real Webex Analytic dashboard screenshots pending. The dashboards above are CSS-built mocks; replace with actual screenshots (or a live embed) after signoff.
Reporting that earned its place in the operation
queue redesign & consolidation during a bank merger
New Hampshire Mutual Bancorp
When multiple banks merged, we redesigned UCCX to consolidate their queues onto one intelligent routing plan — with CRM screen pop for agents and better reporting for leadership. Talk time dropped, and managers could finally see one operation instead of several.
self-service for resets, bill pay & scheduling
National Utilities Company
Self-service automation now handles password resets, bill payment, and appointment scheduling around the clock — reducing talk time and queue times while dashboards track exactly which intents customers resolve on their own.
Put every contact center KPI on one pane of glass
Start with a no-obligation assessment. We’ll audit your current reporting, identify the metrics that matter, and design the dashboards your operation will actually use.