FocalScope was designed and beta tested in collaboration
with a number of small to large companies, in various industries, to give
you the best possible email and live chat solution
Keep a Finger on Your Company's Pulse with the Analytics Engine
Do not let an ailing bottom line be the indicator that alerts you to inefficient or failing internal processes. Gathering and evaluating statistical data lets you spot and preclude worrying trends, and capitalize on favorable indicators, well in advance. FocalScope's built-in analytics engine provides you with clear and accurate reports, with which you can benchmark your internal processes and evaluate any effected changes.
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Only with accurate figures can improvements be measured. Reports include graphs and figures for you to assess your team's performance levels and any developing trends. You can safely redistribute human resources to capitalize on favorable indicators. After operational or human resource changes are implemented, you can continue monitoring the effects with surgical precision; ensuring you get the best results. This means you eliminate shot-in-the-dark decision making, which can lead to ineffective or even self-defeating results. |
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Metrics Available for Reports:
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Real-time DashboardsAccurately determine how best to manage reserves during peak hours. Live dashboards feed data from FocalScope regarding ticket and chat queue lengths, agent response times, and estimated customer waiting times. This helps you to perform spot-checks and create ad hoc virtual teams (in addition to permanent physical teams) to ensure maximal working efficiency during peak periods. Optionally, you can also broadcast dashboard feeds, such as queue lengths and estimated waiting times to your website to help pace customers expectations. Overall, you will have fewer surprises and issues popping up during peak volume times, which helps ease customer tensions and reduce stress on your team and yourself. |
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Business Intelligence ReadyImplement a team-player help desk solution into your company's enterprise software infrastructure. We designed FocalScope with BI and DWH in mind. Email ticket and live chat data can be collected through FocalScope's SQL data source and shared with ERP, CRM, SCM and EAM systems for data conversion and data mining analysis. This helps you get a more complete and accurate analysis of your company's potential, which eliminates many growth pitfalls, and ensures your business moves forward, on solid ground. |
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