Our client, a leading Canadian appliances retailer, runs a high-volume chat operation across its contact centres. Leadership wanted the numbers behind it: who was performing, when the peaks hit, and what chat actually contributed to sales.
The challenge
Chat metrics were tracked manually across contact centres, so leadership lacked visibility into agent performance and could not identify peak hours for resource allocation.
The chat platform and the point-of-sale system were disconnected, which meant no insight into conversion rates or the revenue the chat channel was driving.
The approach
Intelbyte deployed comprehensive Power BI dashboards connected to the retailer’s chat platform and point-of-sale system, with automated data refresh so the picture is always current.
The dashboards track agent performance and quality, break traffic down across multiple dimensions, and map regional patterns. Integrated chat-to-sales tracking ties conversations to transactions, with interactive drill-downs from the executive view to the individual agent.
Results
The operation’s 62,000 monthly chats are now comprehensively tracked. Reporting time dropped as chat, sales, and revenue metrics moved into one centralized view, and leadership gained the visibility into conversion rates and chat-driven revenue it had been missing.