Looker studio is Google data studio, which is cloud-based business intelligence data visualization platform from GCP.
In today's data-driven world, contact centers generate big amounts of data daily, from customer interactions to agent performance metrics. So, it allows users to create interactive, shareable dashboards and reports that present data from various sources such as google sheet, big query etc.
Call centers are essential for customer interaction. Tracking essential metrics such as first call resolution, call volume, average handling duration, resolution rates, service split, agent status, and customer satisfaction (CSAT) can make a significant impact on operational efficiency and customer loyalty.
Google Looker Studio connects the device, facilitating instantaneous, data-based decisions via customizable dashboards suited for contact center requirements.
Data Connectivity
Various Data Sources: Connect to a wide range of data sources, including Big Query, Google sheets and more.
Easy Connection: Simple drag and drop interface to connect data sources such as add a data source.
Interactive Dashboards: Build interactive dashboards with date range selection for viewing certain period reports, filters for exploring different data.
Customizable Charts: Create different charts and graphs like pie charts, bar charts and Combo charts.
Data Tables: Data table for showing detailed data we can be able to do the calculation.
Geo Maps: Visualize geographic data with the use of geo maps and identify location wise Datas.
Data Blending: Combine data from various sources using one common key value to create a comprehensive report.
Add Fields (Calculated): Create calculated field in data sources by add field.
Data Filters and Segmentation: Filter data by specific criteria.
Real-time Collaboration: We can be able to share reports to edit the report so we can be able to edit same report for work collaboratively with team.
Easy Sharing: Share reports and dashboards to public or specific user with edit or view mode.
Embed Reports: Embed reports or dashboard into web page and presentations.
Enhance Customer Experience
Modern contact centers need to maintain more channels like voice, email, chat and social media. We can integrate the data from all channels into one unified dashboard.
Monitor KPI’ s in RealTime
Google Looker studio update dashboard or reports for real time data from any data sources. Any data's modified in backend or data source then it reflects that update in reports and dashboard immediately.
Team Management
It helps to improve resource allocation; dynamic dashboard helps to improve resource allocation on peak hours like vacation and holidays time. So, it adjusts agent schedules accordingly.
Predictive Analytics with BigQuery Integration:
When integrated with Google BigQuery, Google Looker Studio goes beyond just historical data. Utilizing machine learning models, one can forecast customer behavior, including:
Define Your Goals
Find Out KPI’s or metrics what you want to show in visualization.
Example
Call Metrics- call count, self-service, Hand Off and Sentiment Score.
Agent Metrics- Agent Availability, Agent Performance, Average Call Handling and Satisfaction score.
Connect Your Data Sources
Add data sources such as google sheet, big query into your report or dashboard by clicking Add Data and API’s integrate platform such as Twilio.
Customize Your Dashboard or Reports
Customize your dashboard or reports with unique design or use any template.
Collaborate and Iterate
Share dashboards or reports to team and work accordingly.
Expand Insight with BigQuery
For more advanced analytics, integrate Google looker studio with bigquery to unlock predictive capabilities.
Call Metrics
It includes all Call details like,
Agent Metrics
Total Agents - Total number of agents in contact center, we can use scorecard charts for this metrics.
Agent Availability
We can use pie charts and scorecard charts for these metrics.
First Call Resolution - Average or how many calls are resolved during the first call, we can use Guage Chart for these metrics.
AHT (Average Handling Time) Trend - It measures the average time it takes to complete a customer interaction; we can use a line chart for these metrics.
CSAT Trend - This is customer satisfaction from customer feedback, we can use Line chart for these metrics.
Service/Product Metrics
Service Split - It is a service or product related call details we can use Funnel chart stepped bar for these metrics.
Churn Rate - This is number of customers quite our service.
Looker Studio enables contact centers to transition from data to visualization. By revealing actionable insights, you can boost efficiency, increase customer satisfaction and maintain an advantage in the competitive market. Regardless of whether you are a small business or a large enterprise, utilizing Looker Studio for contact center analytics can turn your data into a valuable strategic resource.
Begin your journey towards more intelligent, data-informed decision-making by Looker Studio with CloudSens.
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