Difference between revisions of "Business Intelligence"
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| + | ==Real-Time Business Intelligence== | ||
| + | Operating call centers requires a series of views into data. Any call center operation generates massive amounts of data, and harnessing this data allows a company to better understand their customers, products, processes, and operational performance. | ||
| + | I have traditionally viewed leveraging data for contact center operations to be delivered by a "reporting" or "business intelligence team" in three categories: | ||
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| + | [[Historical Data Reports]]; A report designed to be "standard" - consistent look and feel each time it is run, telling you a story about data for a time dimension in the past. | ||
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| + | [[Real-Time Data Reports]]; A report designed to be "standard" - consistent look and feel each time it is run, telling you a story about data for a time dimension represent "now". | ||
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| + | [[Ad-Hoc Data Reports]]; A customized report, allowing the user to select how fields and data will be displayed, either real-time or historical (historical more common). | ||
Also to include [[Auditing WFM]] and [[WFM Support]] | Also to include [[Auditing WFM]] and [[WFM Support]] | ||
Latest revision as of 07:40, 29 May 2014
Business Intelligence Defined
Business Intelligence: Business Intelligence is one of four cornerstones of Workforce Management: Forecasting (F), Scheduling (S), Real-Time Activity (RTA) and Business Intelligence (BI).
Go on to expand this section.
Real-Time Business Intelligence
Operating call centers requires a series of views into data. Any call center operation generates massive amounts of data, and harnessing this data allows a company to better understand their customers, products, processes, and operational performance.
I have traditionally viewed leveraging data for contact center operations to be delivered by a "reporting" or "business intelligence team" in three categories:
Historical Data Reports; A report designed to be "standard" - consistent look and feel each time it is run, telling you a story about data for a time dimension in the past.
Real-Time Data Reports; A report designed to be "standard" - consistent look and feel each time it is run, telling you a story about data for a time dimension represent "now".
Ad-Hoc Data Reports; A customized report, allowing the user to select how fields and data will be displayed, either real-time or historical (historical more common).
Also to include Auditing WFM and WFM Support
