Real-time Reporting for Call Center Management

Inova Solutions’ newest tool simplifies the complexities of call center management. Performance Tracker™ 2.0 is a web-based dashboard that empowers executives to make strategic decisions based on real-time facts, and adjust their plans as necessary when an unexpected problem arises. Costly problems can be avoided and your contact center may continue running smoothly.

Performance Tracker consolidates your most relevant metrics from multiple centers and data sources and displays this information on a customized dashboard. Users can quickly access a high-level overview of their business and operational metrics, then drill down into areas of interest to learn more. Real-time alerts based on threshold values allow your your management team to instantly compare actual performance against goals. This information can be accessed from nearly anywhere, allowing call center management and executives to convert knowledge into action that will drive their team to higher efficiency.

Performance Tracker integrates with nearly any data source, including ACDs, workforce management systems, and even your own internal databases. With dashboards built on Microsoft SharePoint™, customized views are easy to create and edit. Key performance indicators are displayed graphically in the form of charts, gauges and grids – so you can get the information you need at a glance. Performance Tracker lets you spend less time on reports and more time coaching agents and leading your center.

• Provides a unified view of multiple centers and data sources
• Graphically presents your KPIs through charts, grids and gauges
• Built upon SharePoint infrastructure
• Alerts you to potential problems in your center

Contact us today to learn how Performance Tracker can simplify your call center management.