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storm® VIEW™ is a powerful management information reporting package that provides access to a range of sophisticated statistical analysis tools. It includes a highly customizable real-time and historical reporting interface and wallboard functionality.
Any combination of accurate-to-the-second statistics can be displayed on the VIEW Dashboard. Its wide range of off-the-shelf and bespoke integrations enable it to perform custom look-ups and reports.
Using the VIEW Equation Editor you can perform customized calculations on your data in real time, in order to display the statistics that are most important to your business, whether that be service levels, performance and trend analysis, hit rates or sales targets. These reports can be displayed in a range of graphical formats, including bar charts, word clouds, and more.
Report screens can be shared with other managers, and graphical reports can be exported as image files to be dropped into reports and presentations. All data from your reports can be exported as a spreadsheet for archiving, or to feed into third-party systems.
Accurate and granular management information is integral to running an efficient and effective contact center. storm VIEW gives you unparalleled insight into your customer engagement operations while reducing supervisor workload through intelligent automation of reports and real-time service feedback triggers.
VIEW empowers you to review the data you want. A set of standard historical template reports is available, but the Report Builder interface allows users to create and edit fully customisable historical reports. Reports are based on information stored in the CDR (contact data record) database, queried using metrics, dimensions and filters to display custom reports. Custom queries can be built using the intuitive metrics and dimensions editors, and custom formulas can be created to calculate service levels and trend analyses.
“storm’s easy interface, with its drag-and-drop functions, is fast and highly intuitive. We can access it from laptops, wherever we have an Internet connection, which has saved us a vast amount of time and effort. We can be more responsive to changing patterns of calls, helping to refine and improve our service.”
Alistair Page, National Rail Enquiries Operations Manager
VIEW’s real-time and historical dashboards are able to display a wide range of data on the same page. UK Power Networks, with a network catering to over 8 million residential and business properties, has the complex task of ensuring that its service levels remain high across the nation. In order to achieve this, their VIEW dashboard displays a number of simultaneous reports, including real-time displays of how many agents are available and a word cloud to see at-a-glance which lines are busiest.
“Beyond external communications, storm enables us to optimize our own internal management with its real-time analytics, which helped us massively reduce response times. And because storm lets us introduce new features as and when we need them, we’re able to continually optimize every aspect of how we communicate; there’s already a roadmap for further improvements!”
Romolo Falcucci, Technical Architect, UK Power Networks