Unveiling insights – Ask the Experts event recap
Unveiling Insights – Ask the Experts Event recap
Our recent ‘Ask the Experts’ session on Wednesday, April 17th, was a deep dive into maximising data potential with Prism Reporting, Batch Reporting, Scheduling, and Dashboards.
Join us as we revisit the key insights shared by our experts, Matt Ringsell and Richard Burt.
Unveiling bottlenecks
A query from Robert sparked our exploration into reporting exceptions, particularly identifying bottlenecks when channels are fully utilised. Matt initiated with a detailed explanation, unravelling the essence of concurrent max and seizure seconds. With insightful visuals and a guided tour through Prism, Matt illuminated pathways to insightful reporting, empowering attendees to pinpoint and resolve bottlenecks effectively.
Navigating Call Wait times
Tim’s question about tracing calls with extended wait times spurred our exploration into efficient methodologies. With a focus on reports and incoming call analytics, Matt elucidated pathways to track and analyse call performance metrics, enabling attendees to proactively address customer concerns and enhance service quality.
Zero Usage insights
A question about zero usage reports from Tiger Prism propelled our journey into understanding and leveraging comprehensive data insights. Matt shed light on the significance of zero usage reports, guiding attendees through the process of harnessing data to optimize resource allocation and streamline operations.
MS Teams and Cisco Integration
Kuno’s inquiry about MS Teams Call Queue and Cisco Hunt group reporting steered our focus towards understanding and leveraging integration functionalities. Through analytics and dashboards, Matt navigated attendees through the intricacies of extracting actionable insights, empowering them to harness the full potential of integrated communication systems.
Reporting on Call Volumes
When it comes to accurately reporting call volumes, incoming calls, abandonment, and such, with minimal manual manipulation, we’re here to help streamline the process. While there isn’t a one-size-fits-all solution, Matt was here to help show you how to make life easier using our pre-canned reports with all the necessary data, so you don’t have to sweat the small stuff. Plus, the export function lets you seamlessly transfer data in a tabular format, saving you time and hassle.
Voicemail settings
Wondering how to track voicemail usage? Matt demonstrates how It’s as simple as defining voicemail numbers and setting thresholds. Matt walks you through With customizable voicemail ranges and clever calculations, you’ll have all the insights you need, without the headache of manual tracking.
Importing numbers into Analytics
Alan’s question on importing numbers into Analytics was addressed by Matt. Short answer: nope. But fear not! Our custom numbering plans have got your back. Attendees learned how to import numbers into Tiger, making them available across reports, dashboards, and Analytics.
Tracking call journeys
Ever wanted to follow a call from start to finish? Matt demonstrates how easy it can be with Analytics. Just drag in the fields you need, search for the relevant number or timeframe, and voila! You’ll get a bird’s-eye view of the call’s journey through your system, helping you uncover insights and improve customer experiences.
Feedback and next steps:
Before we sign off, we’d love to hear from you! Your feedback is invaluable in shaping future Ask the Expert sessions. Do you have a question or idea for the next ‘Ask the Experts’ session? Email hello@tiger.io – it’s your chance to influence the direction of our sessions.
We hope this session was both informative and valuable for you. If you have more questions or need further assistance, don’t hesitate to reach out. Thanks for joining us, and until next time, keep those questions coming!
Don’t miss out – you can catch up on all the Ask the Experts sessions here!