Consolidate operational, quality, and commercial KPIs into automated dashboards and scheduled reports — giving every stakeholder the right data at the right time.
Contact centre managers spend hours each week pulling data from multiple systems into spreadsheets, reconciling figures that never quite match, and formatting reports for different stakeholders. By the time a report is delivered, the data is stale and the opportunity to act has passed. Client reporting is equally painful, with bespoke formats consuming analyst time that could be spent on insight.
Analysts pull CSV exports from telephony, CRM, QA, and WFM systems and stitch them together in spreadsheets.
Weekly or monthly report cycles mean decision-makers are always looking at outdated data.
Each outsourcing client demands a different report layout, multiplying the effort for BPO operations teams.
Purpose-built capabilities — not generic templates you have to work around.
Aggregate data from telephony, CRM, QA, WFM, and SwiftCase workflows into a single reporting layer.
Live wallboard and management dashboards refresh automatically, showing KPIs like ASA, AHT, FCR, and CSAT in real time.
Configure daily, weekly, or monthly reports to be generated and emailed to stakeholders automatically.
Create branded report templates per client with the exact KPIs, layouts, and commentary fields they require.
Automatically highlight week-on-week variances and long-term trends so managers focus on what has changed.
SwiftCase pulls data from connected systems — telephony CDRs, CRM records, QA scores, and WFM adherence — into a unified data layer.
Metrics are calculated using your defined formulas — ASA, AHT, FCR, CSAT, occupancy, shrinkage, and bespoke KPIs.
Live dashboards are updated in real time for supervisors, managers, and wallboard displays.
At configured intervals, reports are compiled using the appropriate template and delivered via email or portal.
Try these tools to assess and improve your operations.
Yes. SwiftCase supports custom calculated fields, so you can define bespoke KPIs using any combination of data points available in the platform.
Absolutely. Agents see their own stats, team leaders see their team, and directors see the entire operation — all from the same dashboard configuration.
Yes. Report templates support client branding, including logos, colour schemes, and custom cover pages.
See how SwiftCase automates your contact centre reporting. Book a demo with our team.
