Put Analytics First When Migrating Your Contact Center

A successful contact center migration hinges on technical configuration, scalability, change management and reporting. While the first three factors are usually front and center during your vendor selection and migration project, analytics and reporting sometimes get pushed aside. But if you want to dig into reports within your new platform days or weeks after your go-live date, you’ll need to take a few important steps.

Begin With the End in Mind

For those of you familiar with Dr. Stephen Covey’s seminal work The Seven Habits of Highly Effective People, this is the second habit. To apply it to a contact center migration: Start with reports. While this might sound crazy, reviewing your current state metrics and reports is a valuable for two reasons:

  1. You can realign on what needs to be measured
  2. You’ll ensure that you understand calculations for current state metrics

Next, there are a few factors with analytics to consider in greater detail when migrating:

  1. Routing drives reporting
  2. Choose your definition of abandoned
  3. Define your service-level agreement (SLA) calculation

Routing Drives Reporting

How you configure your self-service options, groups of agents and which channels you route to them ultimately defines what data will be available for reporting. For example, a VIP customer who calls in might be automatically identified and routed straight to the queue, while other callers need to explain their requests or choose from options in the self-service application. In the data, the outcome of these different call treatments affects total conversation duration.

Choose Your Definition of Abandoned

Many frustrated contact center leaders incorrectly assume that the term “abandoned” has a single, universal definition. Some platforms, for example, count anything presented to a queue that doesn’t connect to an agent as abandoned — even if the associated wait time was less than a second. Others allow up to 30 seconds of wait time before counting the interaction as abandoned and then filter these “short abandoned” interactions or “quick hang-ups” out of the queue metrics.

If your abandons have jumped 5% since go-live, for example, that’s a telltale sign your platform switch introduced a different calculation for an abandon. The good news is that the platform isn’t broken. However, you might need to take a look at reporting to match parity with previous state calculations for abandoned interactions or reconsider what you choose to define as abandoned.

Define Your SLA Calculation

Unless you’ve migrated contact center platforms before, you might not know there are a handful of options for calculating SLA. Largely, these options depend on whether to include abandons — and if the abandoned interactions have a negative or positive impact.

If you’re moving to the Genesys® PureCloud® platform or considering a move and want to review your contact center reporting needs upfront, please contact PureInsights to schedule a free one-hour assessment. As a Genesys AppFoundry partner since 2016, PureInsights provides real-time analytics SaaS offerings exclusively for the PureCloud platform.

Learn more about our cloud data warehouse for the PureCloud solution by visiting our listing for the PureInsights Hosted SQL Database and PureInsights Configurable Dashboard in the Genesys AppFoundry Marketplace. PureCloud customers can also opt-in to receive a free, no-risk, 30-day trial of our configurable real-time dashboard by visiting the free trial page on mypureinsights.com.

This post was co-authored by Rick McGlinchey is the Co-Founder of PureInsights. He has over 25 years of experience in contact center and enterprise software and has advised contact centers globally — from start-ups to the Fortune 500 companies. Rick’s experience also includes 10 years with Interactive Intelligence (now Genesys) and independent consulting.