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Analytics

Track performance, service levels, and workforce metrics with ezyWFM analytics.

Overview

ezyWFM Analytics provides:

  • Real-time KPI dashboards
  • Service level tracking
  • Agent performance scorecards
  • Forecast accuracy reports
  • Data export capabilities

Dashboard Overview

Access analytics from Analytics in the sidebar.

Key Metrics

The overview dashboard displays:

| Metric | Description | Target | |--------|-------------|--------| | Service Level | % contacts answered in target time | 80% | | AHT | Average handle time | Varies | | ASA | Average speed of answer | 20 sec | | Occupancy | Agent utilization rate | 85% | | Adherence | Schedule compliance | 90% | | Abandon Rate | % contacts abandoned | < 5% |

Time Period Selection

View metrics for different periods:

  • Today
  • Yesterday
  • Last 7 days
  • Last 30 days
  • Last 90 days
  • Custom range

Service Level

Understanding Service Level

Service level measures how quickly contacts are answered:

Service Level = (Contacts Answered within X seconds / Total Contacts) × 100

Common targets:

  • 80/20: 80% answered within 20 seconds
  • 90/30: 90% answered within 30 seconds

Service Level Dashboard

View service level trends:

  1. Go to Analytics → Service Level
  2. Select time period
  3. Choose grouping (hourly, daily)

By Queue/Channel

Break down service level by:

  • Queue (Sales, Support, Billing)
  • Channel (Voice, Chat, Email)
  • Team

Compare service levels across queues to identify understaffed areas.

Agent Performance

Performance Scorecards

View individual agent metrics:

  1. Go to Analytics → Agent Performance
  2. Select time period
  3. Sort by metric (adherence, occupancy, etc.)

Agent Metrics

| Metric | Description | |--------|-------------| | Adherence | Schedule compliance % | | Occupancy | Time on contacts vs. available | | Hours Worked | Total worked hours | | Contacts Handled | Number of contacts | | AHT | Agent's average handle time |

Team Comparison

Compare teams:

  1. Select multiple teams
  2. View side-by-side metrics
  3. Identify top and bottom performers

Performance Trends

Track agent improvement over time:

  • Weekly performance
  • Month-over-month comparison
  • Trend indicators (improving, declining)

Forecast Accuracy

Measuring Accuracy

Compare forecasts to actual results:

Accuracy = 100 - |((Forecasted - Actual) / Actual) × 100|

Accuracy Report

  1. Go to Analytics → Forecast Accuracy
  2. Select the forecast to review
  3. View actual vs. predicted:
    • Contact volume
    • AHT
    • Staffing requirements

Improving Forecasts

Use accuracy data to:

  • Adjust future forecasts
  • Identify patterns missed
  • Refine Erlang parameters

Contact Volume

Volume Trends

Track contact patterns:

  • Hourly distribution
  • Day of week patterns
  • Seasonal trends

Volume by Channel

Break down by contact channel:

| Channel | Metrics | |---------|---------| | Voice | Calls offered, handled, abandoned | | Chat | Chats initiated, completed | | Email | Emails received, responded |

Occupancy Analysis

Understanding Occupancy

Occupancy measures agent utilization:

Occupancy = (Handle Time / (Handle Time + Available Time)) × 100

High occupancy (> 90%) leads to burnout. Target 75-85%.

Occupancy Report

View occupancy trends:

  • By time of day
  • By agent
  • By team

Exporting Data

Export Options

Export analytics data for external use:

  1. Navigate to any analytics view
  2. Click Export
  3. Choose format:
    • CSV (spreadsheets)
    • JSON (integration)
  4. Download file

Scheduled Exports

Set up automatic exports:

  1. Go to Settings → Scheduled Reports
  2. Configure report type
  3. Set schedule (daily, weekly)
  4. Add recipients

API Export

For programmatic access, use the API:

bash
curl -X GET "https://your-domain.com/api/analytics/export?type=service-level&period=7d" \
  -H "Authorization: Bearer YOUR_TOKEN"

Custom Reports

Building Reports

Create custom views:

  1. Select metrics to include
  2. Choose dimensions (time, team, queue)
  3. Apply filters
  4. Save report for reuse

Sharing Reports

Share reports with team:

  • Generate shareable link
  • Schedule email delivery
  • Export and distribute

Best Practices

  1. Check daily: Review KPIs at start of shift
  2. Set targets: Define goals for each metric
  3. Act on data: Use insights to make decisions
  4. Track trends: Look at patterns, not just snapshots
  5. Share insights: Keep team informed of performance

Key Formulas

Service Level

SL = Answered_In_Threshold / Total_Offered × 100

Average Handle Time

AHT = (Talk_Time + Hold_Time + ACW) / Contacts_Handled

Occupancy

Occupancy = Handle_Time / Available_Time × 100

Shrinkage

Shrinkage = (Scheduled_Hours - Productive_Hours) / Scheduled_Hours × 100

Next Steps