What is Looker Studio?

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.

Why Contact Center Analytics Matter?

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.

Features of looker studio

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.

Data Visualization

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 Exploration and Analysis

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.

Collaboration and Sharing

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.

How Looker Studio Revolutionizes Contact Center Analytics?

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.

Customized Dashboard from Multiple Channels

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.

• Agent Performance: It will update the agent's current performance, like efficiency and productivity.
• Customer Satisfaction Score: Visualize CSAT trend from customer feedback.
• Average Handling Time: Identify customer problems quickly and solve the issue immediately to reduce handling time.
• First Call Resolution: Track how agents effectively solve customer problems on the first call or first interaction.

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:

• Elevated call volumes at certain times.
• Potential churn value due to unfavorable feelings in interaction.
• The demand for a product or service increases in response to customer requests.

How to Get Started with Looker Studio for Contact Centers?

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.

KPI’s and Metrics visualization in Looker Studio

Call Metrics

It includes all Call details like,

• Call Count - Total Number of Calls, we can use scorecard charts for these metrics.
• Self Service - This metrics is Resolved by IVA count; we can use scorecard charts for this metrics.
• Hand-Off - This is Transferred to agent count; we can use scorecard charts for this metrics.
• Channel wise - This is channel wise call count; we can use Tree map for this metrics.
• Calls By Region - This is location-based call details, we can use bubble maps for these metrics.
• Sentiment Score - This is Emotional tone of the customer interaction; we can use Doughnut chart for these metrics.
• Agent Transfer Reason - It will visualize the transferred by such as system transfer, user requested and maxfail.

Agent Metrics

Total Agents - Total number of agents in contact center, we can use scorecard charts for this metrics.

Agent Availability

• Agent Logged in Today
• Agent Leave Today
• Available Agent
• In Call Agent
• Away Agent

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.

Conclusion

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.