A key aspect of every migration to Service Cloud Voice revolves around the critical realtime reporting capabilities needed by stakeholders across the contact center. Joulica provides comprehensive real-time reporting and analytics that enable supervisors and agents to be more effective, efficient, and data-driven. Here, we detail how Joulica and Salesforce are transforming contact center operations with the power of realtime data.

Flexible, Graphical Real-time Supervisor and Agent Dashboards

Joulica empowers contact center supervisors and agents with highly customizable, graphical dashboards that provide real-time insights into call activity, agent performance, and customer experience. These dashboards are designed to be flexible, catering to both high-level overviews and granular details.

For supervisors, this means having an instant view of KPIs like call volumes, service levels, and agent availability across teams. For agents, the dashboards display individual performance metrics, enabling them to adjust their workflow in real time. The seamless integration with Salesforce Service Cloud Voice ensures that all key performance indicators (KPIs) are at your fingertips, without the need to switch between platforms.

Transfer Analytics

Transfers are often a critical touchpoint in the customer journey, and the transfer analytics provided by Joulica give deep visibility into this process. Supervisors can track the number of transfers, reasons for transfers, and the overall impact on the customer experience. This insight is crucial in identifying pain points that may be hindering first-call resolution (FCR) and agent efficiency.

Transfer analytics allow managers to drill down into specific calls and agents to identify patterns or training opportunities. By understanding the root causes of transfers, contact centers can work towards reducing unnecessary hand-offs, improving FCR rates, and ultimately delivering a smoother customer experience.

Repeat Caller/First Call Resolution KPIs

First Call Resolution (FCR) is one of the most important metrics for any contact center, as it directly correlates with customer satisfaction and operational efficiency. Joulica provides comprehensive analytics around FCR, including insights into repeat callers. Supervisors can easily identify trends and outliers, such as customers who have called multiple times for the same issue.

By tracking repeat callers and FCR in real time, supervisors can intervene quickly to resolve persistent issues, either through agent coaching or process improvements. This proactive approach reduces operational costs and increases customer loyalty by addressing problems the first time around.

IVR  and Lex Analytics

Interactive Voice Response (IVR) systems are a critical component of many contact centers, yet their performance often goes unmonitored. Joulica changes this by offering real-time IVR analytics that give contact centers insight into how well their IVR is performing.

Supervisors can see metrics like the percentage of calls successfully handled by the IVR, the most common customer selections, and drop-off points where customers exit the IVR. This allows for immediate adjustments to improve efficiency and customer experience. Whether it's simplifying menu options or redirecting certain calls to live agents, Joulica’s IVR analytics help fine-tune the entire call handling process. Naturally, Amazon Lex analytics are fully integrated into the overall solution.

Speech Analytics - Call Driver and Agent Performance Analytics

Understanding why customers are calling and how agents are handling those calls is vital to improving service quality. Joulica’s advanced speech analytics provide deep insights into call drivers and agent performance. By analyzing keywords, sentiment, and call duration, this feature helps contact centers gain a clearer understanding of the reasons behind customer calls and how agents are addressing their concerns.

Supervisors can use these insights to spot trends in call drivers, such as frequently mentioned issues or topics, and take proactive steps to address them. Additionally, speech analytics help track agent performance by highlighting areas where agents excel and where they may need additional training.

Customised Occupancy, Service Level-related Metrics

Each contact center is unique, and Joulica understands that. That’s why it offers fully customizable metrics, including occupancy and service level metrics, allowing contact centers to track the specific KPIs that matter most to their business. Whether it’s agent occupancy rates, average handling times, or specific service level metrics, Joulica makes it easy to monitor and manage these metrics in real time. Examples are excluding transfers and short abandons from service level calculations.

This customization ensures that contact centers can tailor their reporting to fit their operational goals and customer service objectives, leading to better resource management and improved overall performance.

External Data Integration (Event Relay and Data Cloud)

Joulica doesn’t just stop at Salesforce Service Cloud data. With its robust external data integration capabilities, including Salesforce Event Relay and Data Cloud support, contact centers can combine data from multiple sources to gain a holistic view of operations in realtime. This integration allows for more comprehensive reporting and analytics, enabling contact centers to track external events, correlate them with call activity, and even predict future trends.

Joulica’s real-time contact center reporting offers Salesforce Service Cloud customers the flexibility, depth, and intelligence needed to optimize their operations. Whether it's managing service levels, improving first call resolution, analyzing transfers, or tracking agent performance, Joulica is the solution that enables data-driven decision-making at every level. With its customizable dashboards, powerful analytics, and seamless data integration, Joulica is helping contact centers enhance their performance, boost customer satisfaction, and drive operational efficiency in real time.

Ready to experience the power of real-time analytics? Request a demo.