We were asked by a major call recording company to develop pivot reports for their clients call data. Pivot reports are a special class of business intelligence reports that use special data structures known as pivot tables.
Call recording tables record calls in a flat table. Each recording has over 30 metadata fields. The more important ones are the following
Date and time
Agent Skill Set
The pivot report would enable a user to select the dataset using ranges for any of the above fields.
It would then allow a user to aggregate data over one or more fields. The aggregation function could be either count of the number of calls, average a value such as call duration, or sum values such as call duration.
Some of the questions, such reports could shed light on are –
Daily Count of calls per agent or extension
Total Daily call duration agentwise
Daily count of calls by ANI, DNIS, Agent Skill Sets, Call Direction
Average daily call duration agentwise
A call center manager can easily see the advantages of such reports.
The aggregation can also be reported daily, weekly or monthly.