Optics Phone Overview

Collect and Analyze NEW Data

Turn on a premium data set for call center managers and data analysts – Call Center Optics!

Brought to you by the CU*Answers Asterisk Intelligence team, Call Center Optics offers access to otherwise unavailable specifics of your call center staff’s activity within the Phone Operator tool

This data is for:

  1. Call Center Mangers
  2. Data Analysts
  3. Operations Officer

Call Center Optics automatically records the details of 41 various actions that your call center staff performs in the Phone Operator tool. Actions taken to support a member are a window into the needs of the member and the required efforts of your staff.

Prerequisite: *Data Warehouse is required*

 


ANALYZE PHONE SUPPORT OPERATIONS

Review employee usage of the Phone Operator tool to look for potential areas where training or operational adjustments may be required.

Are my staff taking too many steps to handle password or PIN resets?
How much time is being spent reviewing account histories compared to other support functions?

UNDERSTAND THE MEMBER WHO CALLS

Develop a deeper understanding of who is picking up the phone to call you, and study the objective data on
why they are calling – even if no transaction is recorded.

How many loan payoff requests are coming in via phone?
Which members are repeatedly calling for just a transaction history recap? How many and how often?

NON-TRANSACTIONAL DATA ANALYSIS

Non-Transactional Data Analysis =

Working with supplemental or indirectly
available data that provides context, color,
or explanation to the standard “necessary”
data we record from execution of normal
transactions and maintenance in the system.

Analyze data from call center staff’s navigational actions which serve as a window of objective data telling us what operational steps and member services were necessary to handle phone support inquires.

How many calls are only for a quick inquiry – loan payoff requests?
Does the navigational data confirm traditional wrap-up code or tracker reporting we’re already doing?

 


Web: asteriskintelligence.com
Email: ai@cuanswers.com
Phone: 800-327-3478 x870

Updated
October 23, 2020

CU*BASE Favorites from AuditLink: Audit CU File Maintenance

CU*BASE Favorites from AuditLink: Audit CU File Maintenance

The File Maintenance Inquiry screen is used to monitor file maintenance activity made by various programs throughout CU*BASE.  Data from the CUFMAINT file is displayed with the most current activity at the top. This includes data from the CUFMNT file, as well as additional data not included in CUFMAINT.  Each month, an additional month’s data is added… Read more »

Dec 14, 2020

It’s Thursday of Asterisk Intelligence Week!

It’s Thursday of Asterisk Intelligence Week!

The Asterisk Intelligence Team welcomes you to participate in the final sessions of its 4-day event, Asterisk Intelligence Week.  Attend our live webinars today (Registration required!) Below are several free webinars scheduled today, December 3rd, offered by the Asterisk Intelligence team. Use the links below to register for any class that catches your eye! Introduction… Read more »

Dec 3, 2020

It’s Wednesday of Asterisk Intelligence Week!

It’s Wednesday of Asterisk Intelligence Week!

The Asterisk Intelligence Team welcomes you to participate OnDemand in the Wednesday session of their 4-day event, Asterisk Intelligence Week. Today’s session is Prove It with Data: Strategies and Solutions. Below is an OnDemand curriculum of recorded classes, offered by Asterisk Intelligence and available when you are. Use this curriculum to attend anytime that is… Read more »

Dec 2, 2020

It’s Tuesday of Asterisk Intelligence Week!

It’s Tuesday of Asterisk Intelligence Week!

The Asterisk Intelligence Team welcomes you to participate in the Tuesday session of Asterisk Intelligence Week with OnDemand session curriculum! Today’s session is Report Builder (Query) Skills. Below is an OnDemand curriculum of recorded classes, offered by Asterisk Intelligence and available when you are. Use this curriculum to attend anytime that is convenient for you!… Read more »

Dec 1, 2020

It’s Monday of Asterisk Intelligence Week!

It’s Monday of Asterisk Intelligence Week!

The Asterisk Intelligence Team welcomes you to participate in the Monday session of Asterisk Intelligence Week with OnDemand session curriculum! Today’s session is Building an Audience for Data with Analysis. Below is an OnDemand curriculum of recorded classes, offered by Asterisk Intelligence and available when you are. Use this curriculum to attend anytime that is… Read more »

Nov 30, 2020

CU*BASE Favorites from Asterisk Intelligence: Online Banking Activity Analysis

CU*BASE Favorites from Asterisk Intelligence: Online Banking Activity Analysis

The Online Banking Activity Analysis screen provides a deeper look into member usage across member channels.  You can use this screen to break down both where and how members are logging in to Online Banking, as well as a detailed analysis on days of the week, time of day and popular log in dates. While… Read more »

Nov 24, 2020

Asterisk Intelligence Week Registrations are Open – Join Our Live Webinar Sessions!

Asterisk Intelligence Week Registrations are Open – Join Our Live Webinar Sessions!

The Asterisk Intelligence Team invites you to join them in the Asterisk Intelligence Week event!  Online sessions are December 3rd.  Sessions in Grand Rapids, MI are November 30th – December 2nd.  For people who analyze data or manage data, these sessions discuss skills and strategies for easy data analysis and data management.  Register for one… Read more »

Nov 23, 2020

Asterisk Intelligence Week Registrations are Open – Participate Live or On-Demand!

Asterisk Intelligence Week Registrations are Open – Participate Live or On-Demand!

The Asterisk Intelligence Team invites you to join them in December for the next Asterisk Intelligence Week event!  For people who analyze data or manage data, this educational event offers sessions to expand skills and discuss strategies for proving data’s value to your credit union. The December event offers both onsite and remote sessions on… Read more »

Nov 12, 2020

Don’t Forget, the AB_20.11 Analytics Booth Release Arrives November 15!

Don’t Forget, the AB_20.11 Analytics Booth Release Arrives November 15!

The Asterisk Intelligence Team is excited to present the AB_20.11 Analytics Booth Release, arriving to Analytics Booth subscribers on Sunday, November 15!  This release features: Added ability for enterprise wide Combined Totals on any Alert Data points (including savings deposits) Creation of an Online Banking Optics dashboard Added key measurements to all Analytics Booth Trend… Read more »

Nov 6, 2020