Visualize Your Contact Center Data with Looker Studio for Better Decision Making

Introduction

Looker studio is a free tool that is used to convert your data into visualization report or dashboard, that is informative, easy to read and understand, easy to share and fully customizable dashboards and reports. It transforms large amounts of data or complex data sets into easy-to-understand visuals that can drive informed decision-making. Looker Studio provides robust tools that help you create required data visualizations.

Reasons why Contact Centers require Data Visualization

Current contact centers manage various metrics including call metrics and agent metrics like call volume, average handling time (AHT), first-call resolution (FCR), and customer satisfaction ratings (CSAT). However, displaying these metrics in a static, difficult-to-read but in looker studio reports easy to understand charts or graph.

Why data visualization matters,

Clarity: Looker Studio Dashboards simplify complex data into easily understandable visualization charts and graphs.

Efficiency: Decision makers can quickly identify trends and patterns.

Collaboration: Across teams, we can modify a single dashboard.

How Looker Studio Empowers Contact Centers

1.Data-Driven Decision-Making

With Looker Studio, data forms the basis for every decision. The tool will offer crystal-clear visuals and trends to help contact centers optimize staffing levels based on call patterns. Identify high-performing agents to replicate their success. Pinpoint areas where customers face delays or dissatisfaction, enabling targeted improvements.

2.Cost Efficiency and Scalability

Looker Studio is free to use and scalable, making it a cost-effective solution for contact centers of all sizes. As your data grows, Looker Studio adapts, allowing you to add new data sources, metrics, or visualizations without incurring additional costs.

Data Sources

Data Source is the connection between your data and the visualizations in your reports or dashboards.

Types Of Data Sources

• Google Connectors
• Partner Connectors
• File Uploads
• APIs and Custom Connectors

Purpose of Adding Control

We can add control in looker studio for more Interactive, user friendly and dynamic way of fetching data by allowing viewers to filter or customize the data displayed in real time.

• Drop-down List: This is Data filtering such as filter data based on specific criteria (name, id, location).
• Input Box: Get user input to filter the data (custom values).
• Date Range Picker: Filter data according to week, months or last 7 days.it allows custom date range selection.
• Search Box: Quickly find a specific key.

Key Metrics to Visualize in Looker Studio

Operational Metrics

• Call count: Overall call counts for certain date range period.
• Self Service: Overall Calls resolved by IVA
• Transferred calls: Overall calls transferred to agent
• Answered calls: Overall calls answered by agent
• Abandoned calls: Overall calls not answered

Agent Metrics

• Agent count: Total number of agents in contact center
• Leave agent count: Today leave agents
• Available agent: Available agent count
• Break agent: How many agents are in away
• In call agent: How many agents are busy

Agent Performance

• Average Handle Time: AHT is an essential performance metric (KPI) that gauges the average duration required to complete a customer interaction.
• Utilization Rate: That metrics measures how much of an organization's resources are being used at a given time. It can be addressing agent efficiency and productivity.
• Adherence to Schedule: How well agents stick to their assigned shifts.

Enhance Customer Experience

• Tracking NPS (Net Promotor Scores)
• Implement strategies for future enhancement
• Monitor and identify recurring customer complaints proactively
• Provide Specific solutions based on customer behavior, emotional tones and history

Customer Satisfaction

• Net Promoter Score: How customers are recommended or like your service.
• First Call Resolution: Percentage of issues or problems resolved in the first call or interaction.
• Customer Satisfaction: Customer Feedback from post-interaction surveys.

Benefits of Looker Studio

• Looker studio is free to use and doesn’t require installation, it can be accessed anywhere within internet connection.
• We can drag and drop charts and graphs, so it is very easy to edit.
• We can access data from any google services like big query, google sheet and it supports 800 connectors.
• For data analysis we can use calculated fields and blending the data
• It will visualize up to date data and when I refresh the page the data source data changes updated immediately.
• Dashboards and reports are suitable for viewing on mobile phones.

Charts

Different charts have unique purpose and provide insights into various aspects of a contact center’s operations.

• Line Charts: Call volume trend, AHT Trend, Customer Satisfaction Trend over a specific period like days, weeks, or months.
• Bar Charts: Service-related breakdown or call reason, agent performance metrics, escalated calls by team or department.
• Stacked Bar Charts: Distribution of call outcomes like resolved calls, unresolved calls, escalated calls.
• Scorecard: Count or percentage of specific metrics, we can use this for visualize call count, average wait time, agent count, leave agent count, in call agent count, answered call count, self-service call.
• Doughnut chart: This chart used for customer satisfaction feedback represents each agent or team's contribution to total resolved tickets.
• Geographic Maps: Visualize location-based data, for calls by location, services by location and feedback scores by location.
• Tables: Provide detailed data such as agent details and call details.
• Pie Charts: Display proportions and percentage first call resolution by location or specific agent or team.
• Tree Map: Represent hierarchical data such as channel wise call details or location wise resolved calls, agent performance within teams.

Looker Studio Limitations

When you have numerous data sources, each time you open the report, it will need to download all the information from all the various sources before it starts creating your graphs. And that is likely to take time. Each data source you include will slightly increase the loading time of your report.

Looker Studio does not support high-end visualization types such as Sankey diagrams, advanced heatmaps, or custom charts without plugins or third-party tools.

Conclusion

Utilizing Looker Studio to display your contact center information significantly enhances decision-making. Featuring an intuitive interface, dynamic controls, and the capability to integrate various data sources, Looker Studio enables teams to effortlessly discover actionable insights. By converting raw information into intuitive, interactive dashboards, managers can track essential metrics such as call volume, resolution rates, and customer satisfaction instantly. This facilitates proactive choices, boosts team effectiveness, and elevates the overall customer experience. With CloudSens and Looker Studio, your contact center stays agile, intelligent, and ready to meet the demands of today’s fast-paced business environment.