Introduction
Modern contact centres leverage sophisticated platforms like Genesys, Amazon Connect, Cisco, Avaya, NICE, and others to manage customer interactions across voice and digital channels. Yet even with these advanced systems, organizations struggle with data and reporting challenges that hinder customer experience and operational efficiency. Fragmented data, siloed reporting tools, and contact-centric metrics often obscure the full picture of performance, making it difficult for both executives and operations teams to make informed decisions. In fact, without accurate and complete data from all channels, reports can be unreliable and misleading, leading to poor decision-making (nextiva.com). Companies are left grappling with manual data wrangling, inconsistent KPIs, and blind spots in the customer journey.
QPC’s Tracxion addresses these pain points head-on. Tracxion is a real-time, standardized, journey-centric data platform designed to unify contact centre information across systems and channels. By consolidating disparate customer contact data into one comprehensive model, Tracxion enables a single source of truth for both real-time and historical analytics. This approach has proven transformative - for example, one financial services organization saw a 35% increase in advisor capacity without adding headcount by using Tracxion to consolidate fragmented customer data into a unified real-time and historical viewlinkedin.com. Streamlined, integrated data directly translated into supercharged productivity.
In this whitepaper, we examine the top 10 common data and reporting issues plaguing major contact centre platforms today, and explain how Tracxion resolves each problem through its real-time, standardized, journey-centric data model. For each challenge, we’ll compare the traditional limitations to Tracxion’s modern solution - highlighting how Tracxion unifies fragmented customer journeys, surfaces hidden unproductive contacts, links digital and assisted channels, provides unified real-time/historical dashboards, supports multi-platform integration, and enables rich custom metrics. The insights here are designed for both executive and operational audiences, illustrating in a clear, pragmatic way how a journey-centric data approach can elevate contact centre performance and customer experience.
Solving Data Fragmentation in Modern Contact Centers with QPC's Tracxion
Modern contact centers often face challenges with fragmented data, making it difficult to get a comprehensive view of customer interactions and operational efficiency. QPC's Tracxion addresses this by consolidating all customer contact data from various systems and channels into a single, real-time, journey-centric view.
This unified approach provides a "single source of truth" for analytics, enabling businesses to understand customer journeys, identify inefficiencies, link digital and assisted channels, and generate consistent reports across platforms and silos. Ultimately, Tracxion helps contact centers make better decisions, enhance customer experience, and boost productivity.
Fragmented Customer Journeys and Data Silos
The Challenge:
In many contact centres, customer interaction data is fragmented across multiple channels and systems. A customer’s phone calls, emails, chat sessions, and self-service interactions often live in separate silos (for example, voice calls in an Avaya ACD, chats in a digital platform, etc.). This fragmentation makes it difficult to consolidate information into a single actionable view, resulting in reporting gaps and inefficienciesleadsrain.com.
Traditional contact centre platforms typically provide channel-specific reports; an analyst must manually stitch together data from disparate reports to understand the full customer journey. This siloed approach means no end-to-end visibility - management can’t easily see that, say, a customer who emailed yesterday is the same person calling today.
The outcome is a disjointed understanding of customer behavior, duplicated efforts, and missed opportunities to improve service. As Nextiva notes, without accurate and complete data from all channels, your reports will be unreliable, underscoring the importance of integration and data quality (nextiva.com).
Tracxion’s Solution:
Tracxion eliminates data silos by unifying all customer interactions into a single, standardized data model in real time. It listens to every channel and platform - whether it’s Genesys voice calls, Amazon Connect IVR sessions, Cisco CCaaS chats, or social media interactions - and stitches them into one cohesive customer journey. All relevant events are captured and correlated so that each customer’s journey is represented as one continuous timeline rather than isolated transactions. This unified view provides immediate clarity: agents and analysts can see “the whole story” of a customer’s experience across channels.
According to QPC, unique real-time customer journey data brings clarity to the moments that matter, helping agents understand every facet of a customer’s multi-channel journey in real-time (datatrack.com). In practice, this means a supervisor can instantly recognize that a series of calls and chats are related, or that a web self-service attempt preceded a voice call. Tracxion’s real-time, journey-centric platform breaks down walls between channels, enabling truly omnichannel reporting.
The result is not only better customer experience (since the context is preserved across touchpoints) but also operational efficiency - as evidenced by the 35% capacity gain when fragmented data was consolidated into a comprehensive real-time + historical viewlinkedin.com. By providing a single source of truth for the customer journey, Tracxion ensures that what was once fragmented is now unified and actionable.
Contact-Centric Metrics vs. Journey-Centric Insights
The Challenge:
Traditional contact centre reporting tends to be contact-centric - focused on individual interactions (calls, chats, emails) in isolation. KPIs like average handle time, abandonment rate, and queue wait time are measured per contact, but organizations often lack metrics that capture the customer’s entire journey or effort.
For example, if a customer has to call three times and chat once to resolve an issue, legacy reports might show four separate interactions with acceptable handle times, while missing the bigger picture that the customer’s journey was long and frustrating. This contact-by-contact view can obscure critical insights: First Contact Resolution (FCR) is hard to truly measure if systems don’t link contacts together, and Customer Effort Score (CES) - which reflects how many steps a customer must take - may not be tracked at all. As industry experts note, traditional reporting often drowns users in data without clear insights, and tends to focus on basic call metrics; what’s needed is multi-channel analysis that goes beyond per-contact stats (nextiva.com).
In short, without a journey-centric perspective, businesses cannot quantify important outcomes like total journey time, repeat contact rates for the same issue, or the impact of transfers and callbacks on customer satisfaction.
Tracxion’s Solution:
Tracxion shifts the analytics focus from individual touchpoints to the holistic customer journey. Its data model inherently links related contacts (across any channels) into unified journeys, allowing for journey-centric metrics and insights that traditional platforms can’t easily produce. With Tracxion, organizations can measure things like: How many contacts does it take to resolve a customer’s inquiry? Which journeys result in drop-offs or multiple callbacks? What is the end-to-end timeline of a customer issue across channels? These insights translate into powerful metrics such as Customer Effort (e.g. number of contacts per case) and true FCR (whether an issue was resolved without the customer reaching out again).
Tracxion’s enriched data even enables linking agent performance to customer experience outcomes - for instance, unique metrics that show how agents impact customer effort and NPS (Net Promoter Score) (blog.qpc.com). In practice, Tracxion provides both executives and operational teams with a journey lens: dashboards can highlight not just “87% of calls answered in 30s” but also “20% of customers had to contact us 2+ times for the same issue,” which is a crucial driver of dissatisfaction.
By going beyond contact-centric KPIs, Tracxion surfaces journey-level insights that guide strategic improvements (like process changes to truly resolve issues on first contact). This journey-centric approach aligns reporting with business goals - ensuring that metrics like Customer Effort Score and resolution rates take center stage, rather than being overshadowed by traditional stats (leadsrain.com).
Hidden and Unproductive Contacts
The Challenge:
Contact centres often have interactions and agent activities that go unreported or under-analyzed because legacy reporting tools consider them “noise” or simply don’t capture them. Examples include short-abandoned calls (customers who hang up quickly), repeat dials to the IVR that never reach an agent, blind transfers that lead nowhere, prolonged hold times that end in hang-ups, or agents spending time on after-call work or idle states inefficiently. These unproductive contacts and activities can consume significant resources and degrade customer experience, yet they remain hidden in fragmented logs or are excluded from standard reports.
As a result, management might not realize, for instance, that 10% of callers give up in the IVR, or that a certain percentage of an agent’s day is spent in states that aren’t tracked as part of handle time. Over time, these hidden inefficiencies add up. In fact, studies and real-world deployments have found that a substantial portion of contact centre time - potentially up to 40% - is unproductive time that traditional analytics often miss (datatrack.com).
Without visibility into these missed contacts and wasted efforts, contact centre leaders struggle to identify where processes are breaking down or where customers are encountering friction.
Tracxion’s Solution:
Tracxion’s platform is engineered to surface 100% of contact centre interactions and agent activities, including those that are typically hard to track. Rather than only logging “successful” contacts (like connected calls), Tracxion captures every attempt and event in the customer journey.
For example, an abandoned call isn’t just a lost call in Tracxion - it’s recorded as part of that customer’s journey, with context like how long the caller waited and what menu they reached. If a customer makes three attempts before connecting, Tracxion will register the first two attempts as part of the journey, not ignore them. This comprehensive capture extends to agent activity as well: every state change and every second of an agent’s workflow can be analyzed. By doing so, Tracxion uncovers “hidden” unproductive activities that standard reports overlook. One of the outcomes is the ability to identify and reduce those inefficiencies - QPC reports that organizations can remove up to 40% of unproductive time by addressing issues revealed through Tracxion’s data (datatrack.com).
For instance, if Tracxion data shows a large volume of short abandons in a certain queue, management can investigate and fix the root cause (perhaps an IVR prompt causing confusion or an understaffed period). Traditional platforms might have buried that insight, but Tracxion makes it plain. As noted in a QPC announcement, Tracxion provides accurate and comprehensive interaction data as the foundation for BI, “uncovering hidden unproductive activities” (blog.qpc.com).
In summary, Tracxion shines a light on every corner of the contact centre operation - nothing is invisible. This empowers leaders to eliminate waste (like unnecessary transfers or idle time) and optimize both customer and agent experiences. By surfacing these normally hidden contacts and activities, Tracxion helps contact centres run far more efficiently and cost-effectively than traditional reporting ever could.
Lack of End-to-End Digital-to-Assisted Channel Visibility
The Challenge:
Today’s customers often engage with companies through a mix of self-service digital channels and live assisted service. A typical journey might start on a website or mobile app (chatbot, FAQ search, web form) and then escalate to a phone call or live chat with an agent if the issue isn’t resolved. Unfortunately, most contact centre platforms treat digital and assisted interactions as separate streams.
For example, a customer’s chatbot session might be logged in one system, and their subsequent call is logged in the telephony system, with no link between the two. This lack of integration means the full context of the customer’s journey is lost when they transition channels. Agents have little visibility into what the customer tried to do online, and analysts cannot easily report on digital-to-voice conversion rates or pinpoint where digital journeys fail and lead to calls. It’s a blind spot: an executive might see high call volumes and separately see a lot of chatbot usage, but not realize that 30% of callers actually tried self-service first. Incomplete digital-to-assisted visibility results in disconnected customer experiences (customers have to repeat information) and missed opportunities to improve self-service effectiveness.
Simply put, traditional platforms struggle to connect the dots between a customer’s digital touchpoints and their live interactions, because those dots live in disparate systems.
Tracxion’s Solution:
Tracxion was built with omnichannel journey integration in mind. It connects digital channels and contact centres in real-time, ensuring that all channels feed into one unified journey recordblog.qpc.com. If a customer starts with a virtual assistant or web self-service and then ends up speaking to an agent, Tracxion links those events as part of the same journey. Concretely, this means when an agent receives the call, they (or the supervisor systems) can know what knowledge base article the customer viewed or what answers the chatbot provided before the call. From a reporting perspective, Tracxion can show true digital-to-assisted channel conversion and drop-off metrics. For instance, you can measure: “Out of 1000 chatbot sessions, 200 resulted in a handoff to a live agent” - and then analyze those 200 journeys to improve the bot or the process.
Traditional platforms rarely offer such seamless insight. By providing full digital-to-assisted channel visibility, Tracxion enables full omnichannel dashboards: a manager can watch a customer’s path from a web click, to a chatbot interaction, to a voice call, all in one timeline. This capability not only improves reporting accuracy but also enhances the customer experience. Agents armed with journey context can deliver more personalized service (“I see you tried the chatbot earlier - let me quickly get you the help you need”). Meanwhile, operations teams can identify points where customers abandon self-service and proactively fix issues, driving up containment rates.
In summary, Tracxion bridges the gap between digital self-service and human-assisted channels, delivering a 360-degree view of the customer journey. This level of visibility is crucial for modern contact centres aiming to provide seamless omnichannel experiences and ensure that no customer falls through the cracks when moving from digital to live support.
Delayed and Separate Real-Time vs. Historical Reporting
The Challenge:
Contact centre management requires both real-time awareness (to make on-the-fly adjustments) and historical analysis (to spot trends and drive strategy). Unfortunately, many legacy platforms split these into separate tools and often struggle to deliver true real-time data. Supervisors might have a wallboard showing current queue lengths or calls waiting, but those displays are limited in scope and sometimes update in 30-second or 5-minute intervals. Deeper metrics (like customer sentiment or detailed agent performance) typically only come in historical reports generated hours or days later. This gap means leaders cannot instantly correlate what’s happening now with what happened earlier. Moreover, if historical reports are only available end-of-day or via next-day batch processes, the organization loses agility – delays in accessing critical metrics (even a few hours) can result in missed opportunities to address issues or optimize service on the fly (leadsrain.com).
Traditional systems often force a trade-off: use one module for real-time (with limited data fields) and another for historical (rich data but not live). The result is not only inconvenience (multiple interfaces) but also inconsistency, as the numbers might not match perfectly between real-time and final reports. For an industry that “thrives on agility” (leadsrain.com), these delays and silos in reporting can be costly.
Tracxion’s Solution:
Tracxion provides a unified data stream that supports both real-time and historical needs simultaneously. Its architecture is real-time at the core - capturing events as they happen - but it immediately aggregates and stores these events in a way that powers live dashboards and long-term reports from the same source of truth. In practice, this means the moment a customer interaction or agent state change occurs, it is reflected in Tracxion’s platform and can feed into a dashboard or alert. Supervisors get up-to-the-second visibility on key metrics (like calls in queue, active chats, agent availability), eliminating the usual delays of legacy systems. At the same time, because Tracxion’s data model is comprehensive, those real-time events are also building the historical dataset continuously - there is no end-of-day “data dump” needed to reconcile reports. This allows for what’s essentially a continuous historical record that’s queryable in real-time.
The benefit is two-fold:
- Real-time Dashboards - Tracxion offers live dashboards that present a holistic view of operations, so managers can act immediately to rebalance workloads or assist a struggling agent. These real-time views are rich, covering not just raw queue stats but potentially customer journey insights and sentiment, as the data stream includes all those details.
- Instant Historical Analysis - at any point, users can pull up trend reports or slice-and-dice the data without waiting for overnight processing. For example, at 3 PM a manager can already see how today’s service levels compare to the same time yesterday or identify a spike in repeat calls as it’s emerging, not after the fact.
By combining live and historical data, Tracxion enables a single interface for both immediate action and deep insight, which is something traditional platforms lack. This unified approach aligns with the industry’s best practices of having real-time dashboards for instant decision making (leadsrain.com) - Tracxion goes further by ensuring those dashboards are populated with complete, up-to-the-moment data drawn from the journey-centric model.
Ultimately, organizations using Tracxion can be far more proactive and responsive: there’s no waiting until tomorrow to discover today’s problems, and no juggling multiple reporting systems to get a full picture of performance.
Inconsistent Metrics and Data Definitions Across Platforms
The Challenge:
Each major contact centre platform has its own way of measuring and defining metrics. A “call” in one system might exclude short abandons, while another counts anything that hits the queue. Service Level might be defined differently (e.g., one platform measures from call arrival to answer, another from when the call enters a specific queue). Even something as straightforward as Average Handle Time can be calculated with or without after-call work included, depending on the vendor. When an organization operates a single platform, these definitions are consistent; but many enterprises today find themselves with multiple platforms or migrating between systems, and even within one platform, lack of standard data definitions can cause confusion.
The result is that metrics from different sources are not apple-to-apple comparable. If your voice calls are in Avaya and digital interactions in another solution, combining their reports is tricky because the KPIs might not align. Additionally, data quality issues or inconsistent data collection methods across systems can lead to errors and mistrust in reporting (leadsrain.com). The lack of a standardized data model means analysts spend time reconciling and normalizing data rather than analyzing it. In short, without standardization, a “single source of truth” remains elusive - every system might tell a slightly different story, and executives struggle to get a consistent set of numbers for performance.
As one guide emphasizes, it’s crucial to prioritize data cleaning, standardization, and seamless integration to ensure reliable reports (nextiva.com) - a challenge many contact centres fail to meet with native tools alone.
Tracxion’s Solution:
Standardization is one of the core strengths of Tracxion’s design. When Tracxion ingests data from various contact centre platforms (Genesys, Cisco, Avaya, etc.), it normalizes and transforms that data into a common model. This standardized, vendor-agnostic data model ensures that metrics are defined consistently across the board.
For example, Tracxion can apply a uniform definition of “contact handled” or “abandoned” regardless of source system nuances. It maps fields from each source to a single taxonomy, so that once data is in Tracxion, a KPI like Service Level or AHT is calculated the same way for all contacts and channels.
The result is true apples-to-apples reporting, where an executive dashboard can show overall performance across platforms without miscounting or double counting. By providing this single version of the truth, Tracxion eliminates the confusion that arises from dueling reports. Moreover, Tracxion’s standardized data model is journey-centric and rich in detail, which means it doesn’t lose the unique aspects of each interaction - it simply aligns them under a common structure. This also improves data quality: errors or inconsistencies from source systems can be detected and cleaned as part of the integration process.
In essence, Tracxion acts as a translation and quality layer, taking in messy, differently-formatted data and outputting clean, reliable information. The benefit to organizations is immense - instead of debating which system’s figures are correct, leaders can focus on improvement areas, confident that all channels are measured uniformly. The time saved on manual data reconciliation alone is significant. Additionally, standardized data enables enterprise-wide benchmarks and comparisons that were previously impossible (for example, comparing the performance of a legacy Avaya call center vs. a new Amazon Connect pilot side-by-side). Tracxion’s approach fulfills the advice to prioritize data standardization (nextiva.com); it bakes that principle into the platform.
Ultimately, this consistency in metrics and definitions builds trust in the data and allows data-driven decision making to flourish at all levels of the organization.
Multi-Platform Integration Challenges
The Challenge:
Large contact centre operations often run on multiple technology platforms. This can happen due to mergers and acquisitions (inheriting different systems), using specialized solutions for different channels (e.g., one vendor for voice, another for chat), or transitioning from a legacy platform to a new one (running both during migration).
Major vendors like Genesys, Cisco, Avaya, Amazon Connect, NICE/inContact each have their own reporting tools, which typically do not talk to each other. For an organization with, say, a Genesys contact centre in Europe and a Cisco call center in North America, getting a consolidated global view is extremely difficult. Data from each platform must be exported and combined manually or via a complex data warehouse project. This leads to integration challenges: aligning timestamp formats, merging agent IDs that differ across systems, reconciling interaction IDs, and so on. It’s a labor-intensive and error-prone process, often resulting in delayed reports or decisions based on incomplete information.
The lack of a seamless multi-platform integration means companies can’t easily compare performance or share best practices across units. Moreover, maintaining separate reporting silos is costly and limits agility - any change (like a new KPI) has to be implemented in multiple systems. In summary, the more fragmented the technology stack, the harder it becomes to manage contact centre data and reporting in a unified way.
This is a common scenario as contact centres modernize; however, traditional platform vendors focus on their own ecosystem and provide little help in unifying data from other systems.
Tracxion’s Solution:
Tracxion is designed as a vendor-agnostic, multi-platform data hub. It can ingest and consolidate data from all major contact centre platforms into its journey-centric model. Whether an organization uses one platform or five, Tracxion serves as an overlay that brings together all streams into one coherent database.
For example, if an enterprise runs both Cisco and Genesys in different regions, Tracxion can pull data from both in real-time and present a single set of dashboards covering the entire operation. This is possible because Tracxion uses connectors/adapters for various systems and then maps their data into the standardized structure (as discussed in the previous section). The heavy lifting of integration - correlating agent identities, normalizing time zones, merging customer records across systems - is handled by Tracxion’s platform, sparing the organization from having to build and maintain a complex data warehouse ETL pipeline.
The benefit is a comprehensive enterprise-wide view of performance at a glance (blog.qpc.com). Management can, for instance, compare call abandonment rates between the Genesys and Avaya systems side by side, or identify that a single customer called one hotline on Platform A and another on Platform B on the same day (something previously nearly impossible to catch). Tracxion effectively erases the walls between platforms from a reporting perspective: users see unified reports as if the whole contact centre ran on one system. This greatly simplifies decision-making and oversight, enabling true multi-platform orchestration. Additionally, because Tracxion handles multi-platform data in real time, it supports scenarios like global command centers monitoring all customer contacts regardless of which technology handled them.
By solving the integration challenge, Tracxion not only reduces the time and cost of manual data consolidation but also unlocks insights that were hidden when data lived in separate silos. In a world where many contact centres will continue to have heterogeneous technology environments, Tracxion provides a future-proof way to integrate data across any number of platforms and deliver a cohesive reporting experience.
Siloed Data in Multiple Organizations or Regions
The Challenge:
Beyond technology platforms, organizational silos can also fragment contact centre data. Large enterprises often have multiple business units or regional operations, each with their own contact centre (sometimes even running on separate instances of the same platform).
For example, a company might have separate Genesys Cloud orgs for different divisions, or distinct Avaya systems per region. Even when the underlying software is identical, data is partitioned by org or geography, and out-of-the-box reporting doesn’t cross those boundaries. This poses a challenge for executives who want a holistic view of the entire enterprise’s customer contact performance. Without integration, they receive separate reports from each org - making it hard to see the big picture or to ensure customers get a consistent experience everywhere. Additionally, customers themselves don’t always stick to one org; they might interact with multiple divisions of the company, and their journey could span those internal boundaries (which the company would never see as one journey with native tools).
Multi-org or multi-tenant data silos also complicate benchmarking and best-practice sharing, since each org’s data is marooned in its own silo. Essentially, the organization’s data is fragmented not by technology, but by organizational structure, and traditional reporting tools offer little help in aggregating it. Merging these data sets often requires the same heavy ETL and warehousing efforts described in the multi-platform scenario - and without a unified model, it’s a daunting task.
Tracxion’s Solution:
Tracxion’s data integration capabilities extend to multi-instance and multi-organization environments as well. Whether a company has multiple tenant orgs of a cloud platform or entirely separate deployments, Tracxion can ingest data from all of them into the unified model. It acts as a central aggregator that sits above the individual contact centre instances. Crucially, Tracxion can maintain segmentation and security as needed - for example, keeping data partitioned for operational use by each business unit - while still providing authorized users with an enterprise-wide combined view.
This means a CEO or Head of Customer Experience can finally see one dashboard covering all regions and divisions, while a regional manager might only see their slice. Technically, Tracxion handles multi-org data similarly to multi-platform: through connectors and a standardized model. It can, for instance, pull from multiple Genesys Cloud orgs and merge the data on common keys (such as customer ID or enterprise-defined journey ID). The end result is that cross-org customer journeys become visible and enterprise-level metrics can be calculated easily.
One of Tracxion’s strengths is delivering that comprehensive view without sacrificing the ability to drill down. Users can filter reports by business unit, region, or platform as needed - since the data model carries metadata indicating origin - but they can also remove those filters to see totals across the whole enterprise. This flexibility is invaluable for multi-brand or multi-region companies. It supports a tiered reporting strategy: local operations get their detailed data, and corporate leadership gets the aggregated insights - all from the same system.
Tracxion effectively unifies internal silos, supporting multi-org and multi-site data integration in a way that traditional platform-specific tools were never built to do. By doing so, it empowers organizations to manage customer experience at a truly enterprise scale, breaking down internal barriers to data sharing and analytics.
Limited Ability to Create Custom Metrics and Use Rich Metadata
The Challenge:
Contact centres generate a wealth of data - not just standard metrics, but also contextual information (metadata) about each interaction. This could include customer identifiers, product or case IDs, IVR selections, sentiment scores from speech analytics, and more. Traditional reporting tools, however, often confine users to a pre-set array of metrics and dimensions. If you want to analyze something slightly different - say, measure a “conversation success score” that combines multiple events, or correlate call outcomes with customer segment - you frequently hit a wall.
In many systems, defining new metrics or incorporating custom metadata requires significant IT effort or isn’t possible at all. Users end up exporting data to Excel or a BI tool to create custom calculations, which is inefficient and prone to error. Moreover, legacy platforms may not even capture certain metadata at the granularity needed (for example, you might know a call occurred, but not easily tie it to a specific order or customer value tier). This lack of flexibility means the business could be missing out on insights hidden in the data. For instance, if marketing wants to know how many calls came from VIP customers versus regular customers, the data might exist but not be readily reportable.
Rigid reporting schemas and limited metadata utilization hamper innovation - the contact centre cannot quickly adapt its analytics to new questions or KPIs. In an era where businesses want to be data-driven, being stuck with only the default metrics is a serious drawback.
Tracxion’s Solution:
Tracxion is built on a rich, extensible data model that preserves and leverages metadata, allowing organizations to craft custom metrics and analytics with ease. From the moment data is ingested, Tracxion retains as much detail as possible about each interaction: timestamps, identifiers, IVR paths, agent IDs, customer IDs, outcomes, sentiment, and any tags or attributes relevant to that contact. All this information becomes available for analysis. With Tracxion, users are not limited to canned reports – they can define new metrics or KPIs on the fly by using the underlying data.
For example, if you want a metric like “resolution time per customer across all channels” or “percentage of journeys with a transfer,” Tracxion’s model supports calculating that directly, because it has linked the journey data and all associated metadata. The platform supports creating calculated fields and custom aggregations without needing to export data to a separate BI environment (though it can feed external BI tools as well, if needed).
A concrete illustration of Tracxion’s flexibility is its ability to generate unique customer-agent-focused metrics - such as how each agent impacts customer effort or NPS (blog.qpc.com) - which isn’t a standard metric in any contact centre platform, but becomes achievable when rich journey data and outcome metadata are available. Another example: Tracxion could help produce a “frustration index” by combining factors like repeat contacts, hold time, and sentiment score - a tailored metric that would give valuable insight into customer experience quality. Because Tracxion handles rich metadata, it also means slicing data by any attribute is straightforward.
Want to see metrics by customer segment, by product type, or by complaint category? As long as those attributes are tied to interactions (via CRM integration or other means, which Tracxion can integrate), the platform can incorporate them into reports. The bottom line is that Tracxion empowers contact centres to move beyond one-size-fits-all metrics and tailor their analytics to what matters for their business. This agility in analytics leads to better decision-making - teams can ask new questions and get answers quickly, without waiting for a vendor to add a feature or for a data analyst to do a complex extraction.
It’s analytics on your terms, powered by a complete data set and a flexible tool. In a sense, Tracxion turns the contact centre data model from a static one into a dynamic, customizable one, harnessing rich metadata to generate insights that drive continuous improvement.
Gaps in Unified Dashboarding and Executive Insights
The Challenge:
Executives and operational leaders crave a single-pane-of-glass view of their contact centre performance. They want to see, at a glance, how the centre is performing right now and how it’s trending over time, with the ability to drill into specifics if needed. However, given all the issues discussed - fragmented data, multiple systems, separate real-time vs historical tools, etc. - achieving this unified dashboard is often more a dream than reality with traditional means. What happens instead is a proliferation of reports and dashboards: one for voice calls, one for digital contacts, one for workforce metrics, another for customer satisfaction surveys, and so on.
Executives get slide decks or email reports that attempt to summarize across these, but rarely an interactive, live dashboard that covers everything. Moreover, traditional platform dashboards are usually narrow (focusing on that platform’s data only) and may not be easily customizable to combine different data sources or journey-level views. This means critical insights can slip through the cracks.
For example, an operational head might not notice that while average call handle time is improving, the overall customer journey time (including multiple calls) is actually getting worse – because those pieces are reported separately. The lack of unified dashboards also impacts frontline managers; they juggle multiple monitors or tools to keep an eye on different aspects of operations.
In short, the absence of an integrated, comprehensive dashboarding capability leads to inefficiency and the risk of missing the forest for the trees. It’s challenging to make timely, informed decisions when data is scattered.
Tracxion’s Solution:
Tracxion delivers modern, unified dashboards and reports that cater to both real-time operational needs and high-level executive insights, all in one place. Because Tracxion consolidates data across channels, platforms, and time horizons, it can feed comprehensive dashboards that show everything from live queue statuses to multi-month trends on customer journeys. Executives can finally have a single dashboard (or a small set of dashboards) that provide a 360° view of the contact centre’s health: key KPIs like service levels, customer satisfaction metrics, operational efficiency stats, and more - each of which is derived from the unified data model for consistency. These dashboards are journey-centric and customizable.
For example, an executive dashboard might feature a “Customer Experience Overview” showing the percentage of journeys resolved in one contact vs. multiple contacts, the top reasons customers contact support (pulled from IVR or agent tagging data), and real-time CSAT from post-call surveys - alongside traditional metrics like call volume and agent utilization. Because it’s all powered by Tracxion, the data updates in real-time where appropriate (e.g., current call volumes) and also reflects up-to-date historical calculations (e.g., month-to-date FCR). Operationally, Tracxion’s dashboards allow supervisors to monitor live conditions (like a spike in contact volume) and immediately see context (such as which channels are spiking or if they are repeat calls from earlier issues). This aligns with best practices of having real-time dashboards for instant decision-making (leadsrain.com), but goes a step further by integrating historical insight into those same views. Additionally, Tracxion supports alerting and drilling down - if an indicator goes out of range, users can click in to see the underlying data (all the way to an individual customer’s journey if necessary).
In essence, Tracxion provides the “single source of truth” dashboard that contact centre leaders have long wanted but couldn’t get from isolated platform tools. It’s clean, modern, and aligned with how executives think about their business - not limited by how a specific telephony system formats data. The tone and design of Tracxion’s dashboard are in line with contemporary business intelligence standards (interactive charts, filters, etc.), making the information accessible and actionable. With this unified approach, organizations can move away from spreadsheet amalgamations and toward live, journey-centric command centers that visualize the customer experience and operational performance in real time.
The outcome is better, faster decision-making and the ability to proactively steer the contact centre toward strategic goals with confidence in the data.
Conclusion
Major contact centre platforms have historically been the workhorses of customer service, each excelling in certain channels or functions but often falling short in holistic data and reporting. The ten common issues discussed - from fragmented journeys and hidden contacts to siloed systems and rigid metrics - are hurdles that almost every large contact centre recognizes. These challenges lead to inefficiencies, blind spots in customer experience, and difficulty in steering the organization based on data. Traditional approaches, like manual data integration or relying on vendor-specific reports, are no longer sufficient (and certainly not real-time).
QPC’s Tracxion represents a new generation solution purpose-built to address these challenges. By providing a real-time, standardized, and journey-centric data model, Tracxion breaks down silos and unveils insights that were previously out of reach. It unifies fragmented customer journeys, ensuring every touchpoint is connected. It surfaces unproductive contacts and activities that dilute performance, turning hidden inefficiencies into improvement opportunities. It enables full visibility from digital self-service through assisted service, allowing companies to truly understand and optimize the omnichannel customer experience. With Tracxion’s unified real-time and historical dashboards, contact centre leaders get the timely information they need in one place - no more waiting or reconciling. The platform’s support for multi-platform and multi-org integration means it’s not just a single-system tool, but an enterprise-wide data fabric that accommodates any technology landscape. And by leveraging rich metadata for custom metrics, Tracxion empowers organizations to tailor analytics to their business, driving innovation in how performance is measured and improved.
In comparison to the fragmented, contact-centric, and retrospective reporting of traditional platforms, Tracxion offers a clean, modern, and agile approach aligned with today’s contact centre needs. Executives gain confidence that they are seeing the full picture (and even a 35% capacity gain in one case by consolidating data (linkedin.com)), and operational teams benefit from actionable insights at their fingertips. The end result is a contact centre that is not just reactive, but proactively managed with data-driven precision.
As customer expectations continue to rise and interactions become more complex, having the right data infrastructure is critical. Tracxion’s real-time journey data platform ensures that “listening everywhere and seeing everything” isn’t just a motto, but a daily reality (datatrack.com). By addressing the top 10 data and reporting issues head-on, Tracxion enables contact centres to deliver better experiences, streamline operations, and achieve outcomes that were once thought unattainable. In essence, Tracxion turns data from a challenge into a strategic asset - unifying, clarifying, and amplifying it to supercharge contact centre performance in ways traditional systems cannot match.