Get the most out of the data you generate while running your contact centre

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Maybe you have just bought the hardware and software you need, hired and trained your agents and finished setting up your contact centre. Or maybe you have years of experience and taking care of your customers is your bread and butter.

Either way, you know that you generate large amounts of data during your operations: think of all the phone calls, text messages, e-mails, Facebook Messenger messages or other communication channels that you regularly use. Having all these types of communication all grouped together in the Daktela omnichannel solution is convenient when you are looking after your customers. It becomes twice as handy when it comes to putting all that data together and evaluating how well you have been doing.

It only takes a couple of minutes to set up reports that contain the pre-defined statistics provided as the core reporting feature of Daktela. They can encompass all of the data that you have spent so much time and energy creating, giving you a simple overview of your performance. Set up your reporting period or use basic filters to see the data that is relevant to your business.

The basic statistics contained in Daktela out of the box are a powerful tool, but we understand that every customer is different and has different reporting needs. That’s why we created Daktela Advanced Analytics, giving you more control over your stats. Using this Daktela Reporting add-on, you can create exactly the report you need – add that column or line that you always felt was missing. Measuring a special metric and have previously had to export your data to a spreadsheet to calculate it? Simply create the metric directly in Daktela Advanced Analytics – no need to renew your Excel licence :). Using the data that you have modified in Advanced Analytics, you can create custom graphs with real time information and visualise your data to paint a clearer picture of your contact centre trends.

There are situations where you might need to take your reporting power and data visualisation a step further. Fear not! Daktela can load your contact centre data into one of the most powerful data visualisation tools out there – Google Data Studio. This can be especially useful if you need e.g. advanced filtering or if you need to join tables. Plus you will now have the freedom to visualise your Daktela data using all the beautiful features Google Data Studio has to offer. In combination with Google BigQuery, you will be able to instantaneously display vast amounts of information with lminimaloading times, enabling you to use high-complexity analytic queries so you get the absolute most out of your data.

Whatever your reporting requirements, from basic easy to set up reports, to customisable metrics in Daktela Advanced Analytics to complex and visually stunning pages in Google Data Studio, Daktela brings you a range of options to suit your needs and budget. To talk about what reporting tools are right for you, please get in touch with one of our sales representatives using the contact information available on our Contacts page. If you are not a Daktela customer yet, they can provide you with a free demo so you can try out all our features yourself.