How to surface the contact center KPIs for your executive dashboard in seconds

That quarterly performance review is around the corner. Your manager is asking for a progress report on the key performance indicators (KPIs) you decided to set. They were lofty, but achievable, and include agent productivity, queue efficiency, and campaign results. 

You know the data exists. It’s in your contact center platform somewhere. But, getting it into a digestible format will mean a BI request, owing a favour to a data analyst, and hoping it all lands in your inbox before the meeting. 

While this is how most contact center leaders still run their reporting, it’s not efficient. Or effective. The numbers are just numbers unless you have the benchmarks, the comparisons, the background to the story. 

Operata’s CX Copilot provides that story in full. Ask your contact center a question. Get the answer in seconds. 

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The problem with contact center reporting

Contact center environments are data-rich, but insight-poor. Built with layers of vendors to create a stack, in every call, queue, and agent interaction, context is lost. The metrics that matter most to your leadership teams are the ones that matter in your bonus review. But how do you surface every piece of data? 

The problem isn’t the data, it’s surfacing it. Contact center leaders are accountable for outcomes they often can’t measure without help. A data analyst. A two-week wait. When the numbers arrive, the moment has passed. 

It’s not actually a data problem. It’s an access problem. 

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What makes CX Copilot different 

There are many AI assistants out there. Most of them summarize documents or search the web. CX Copilot is trained for something far more specific: the technical and operational signals that determine whether your contact center is performing optimally. 

Audio quality. Network performance. Device health. Queue behavior. Agent environment data. Every answer comes from your data and your environment. No guesswork. No sampling. No generic benchmarks that don't reflect your reality.

That specificity is what makes CX Copilot useful for executive reporting. You're not getting a general answer. You're getting the answer for your environment, your agents, your queues, right now. Ask for what you want to know about your contact center. It’s delivered in seconds. 

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How to ask for the KPI results leadership wants to know

Depending on your individual goals or benchmarks, you can ask CX Copilot to surface the data you need. Operata customers can dive in and ask some of the questions below. We’ve organized them by the KPI categories that show up most in executive dashboards and performance reviews.

Copy these. Adapt them. Start asking your own. CX Copilot can help you surface the data you need. 

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Business Impact: What technical issues cost the business

These are the questions that reveal the numbers that connect IT performance to customer and commercial outcomes. Great metrics to lead with for your exec review.

• How many calls were affected by technical issues this month?
• How has the rate of impacted technical calls trended in the last quarter? 
• What percentage of total call volume was impacted by a technical issue this quarter? 
• How many calls dropped due to technical failures this month?
• Which teams or locations had the highest rate of technically impacted calls this quarter? 
• Which queues had the highest volume of technically affected contacts this month? 

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Root Cause: Where the issues are coming from

With the questions above revealing key data that shows leadership the impact number, these should be the next on your list. These are the questions IT can use to explain it, own it, and fix the root cause. 

Network

• Which agents had the most network-related call issues this week?
• How many calls were affected by packet loss or jitter this month?
• What percentage of agents are on WiFi vs Ethernet right now? 
• Which agents on WiFi had the most call quality issues this month? 
• How has network-related call degradation trended over the last 90 days? 

Audio & headset

• Which agents had the most headset or audio device issues this week?
• How many calls were flagged for audio quality problems this month?
• Over the last quarter, how has the average call quality score trended?
• Which locations have the worst audio quality scores this month? 

Device & Hardware

• Which agents had the most performance issues relating to their device during calls this month?
• How many calls were affected by agent device problems this quarter?
• Which agents are consistently having device related issues across multiple months?

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Business Process Outsourcing (BPO) Operations & Analysis: Managing metrics across sites, programs, and home agents

BPOs add additional accountability. Managing standards across agents that you don’t always control, across multiple programs and locations. Here are the questions that give ops leaders visibility across complexity.

Site and location performance

• Which sites have the highest rate of technically-impacted calls this month?
• Compare call quality scores across all locations this quarter.
• Which site has the most agents on WiFi vs Ethernet?
• How does network quality compare across agents at home vs office-based? 

Home agent environment

• Which home-based agents have the most persistent network issues?
• How many home agents are on WiFi vs Ethernet this week?
• Which home agents have had device issues recurring across multiple months?
• Show me call quality scores for agents in office vs home this quarter?

Every question you ask can be compared across time ranges, or grouped by team, queue, or location. You can benchmark this month against last month. Just ask.

What CX Copilot looks like in practice

Your performance review is on Thursday. Your manager wants agent productivity, queue efficiency, and campaign results for this quarter.

You open Operata. You ask five questions. In ten minutes, you have the data, the charts, and the narrative you need to prove you’re exceeding expectations. You can ask CX Copilot to format it for you. Need it presented in a graph? Done. 

Executives can probe the numbers, sourced directly from your environments, and you supply the context on what the patterns mean operationally. 

Walk in the room, ready to impress. Your numbers are specific, the story is tight. You look awesome. 

That’s what CX Copilot is built for. 

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Without Operata, finding the numbers to impress takes time

Your contact center is generating the data right now. The KPIs your leadership team tracks, and the metrics that matter to your performance review exist in your environment today.

The question is whether you can access them. Who’s collecting them? Correlating them? Examining them? 

Without CX Copilot, that data stays buried across a fragmented stack. Getting to it requires analyst time, BI queues, and a delay that makes the insight less useful by the time it arrives.

Operata collects data across your entire CX environment so you can query your performance in plain language, without waiting for anyone else. The insights your executives need are already there. CX Copilot puts them directly in your hands.

Start asking.

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