Understanding Contact Center KPIs
What AHT, FCR, SLA, occupancy, abandonment and ACW actually measure, how they interact, and how to build a KPI framework that survives executive scrutiny.
Insights
Practical Notes on Contact Center Analytics
Working notes from the practice — how the metrics behave, where the data misleads, and how to build analytics that holds up under scrutiny.
Analytics
Telephony
ASR, ACD and PDD: What They Actually Tell You
Three telephony metrics that explain most outbound performance problems — what each measures, what moves it, and how to read them together.
Business Intelligence
Building a Contact Center Power BI Dashboard
A reference architecture: star schema modeling, a disciplined DAX measure layer, incremental refresh, and an executive page that answers questions.
Data Quality
Why Contact Center Dispositions Can Mislead Analytics
Disposition data is the most trusted and least reliable field in most contact centers. How drift happens, how to detect it, and how to govern it.
In Progress
Topics being written next
These are on the writing queue. If one of them is a live problem for you right now, get in touch — it is usually faster to talk about your specific case.
Five9 Data & Analytics Architecture
Extraction patterns, reporting API behavior and how to build an analytical store that outlives platform retention limits.
Twilio Telephony Analytics
Turning programmable voice events, call resources and webhook payloads into a usable analytical dataset.
Contact Center Data Quality
The checks worth automating: duplicates, timezone drift, orphaned legs, retroactive edits and reconciliation against platform reporting.
From Call Logs to Operational Intelligence
The transformation path from raw call detail records to measures an operations leader can act on the same day.
AI-Assisted Contact Center Analytics
Where AI adds genuine coverage, where it adds confident noise, and how to benchmark the difference before relying on it.
Designing Executive Contact Center Dashboards
What belongs on an executive page, what belongs one click away, and why most executive dashboards get this backwards.
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