International Daily Newspaper
July 17, 2018
Media and Communications
July 17, 2018

Energy Retailer


Texas based Energy Utility offering discount Gas and Electricity


The Utility required analytics on:

  • Agent behavior during interactions
  • Interactions between the IVR providing self-selection and the transfer to appropriate queues
  • The nature of hand-offs or transfers between agents
  • Identify key experience metrics through the end-to-end process
  • Enable continuous improvements
  • Monitor the activities of the remote Business Process Outsourcer (BPO)


CR-X was configured to collect feeds from all IVR and CTI platforms -both at the business process outsourcer and the companies own Centre.

CR-X collected all relevant data about the Agents daily activities and their interactions with customers.

We measured the performance of individual agents, teams, departments and the contact center a whole.

The metrics collected on the CR-X platform allowed management to observe the activities of the BPO partner remotely and also to monitor calls transferring to and from the partner platform to the company’s in-house center.

Customer Experience and call journey analytics are important outcomes.

Abandoned and repeat calls can be analyzed and contained.


But the ability to see agent behavior in near real-time has become a focus of management priority.

By establishing agent behavior and activity intra-shift (average handling times, after call wrap-up, bounced calls, on hold, off hook, breaks etc.) the management has a better handle on work force management, manning levels for different queues and overall superior center management.