System metrics
The counts the platform already keeps: dials, connects, conversations started, answered, wrap time.
Platform / Dashboards and reporting
Build any KPI without PowerBI or Tableau
Palera's custom dashboards let you build any KPI yourself, in a couple of minutes, with no BI tool and no data analyst. Every client you run measures success a little differently, and the one number a client cares about is never the one a standard report gives you.
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Build any KPI without PowerBI or Tableau
Four KPIs and two charts in a couple of minutes, from system metrics, categories, outcomes and dispositions.
Four building blocks
Everything on a board is made from the same four things
Every Palera dashboard widget is built from four building blocks: system metrics, categories, outcomes and dispositions.
Categories
Groups of dispositions you define, such as everything that counts as a contact, across any set of channels.
Outcomes
Every disposition that means the same result, such as a lead generated, rolled into one number.
Dispositions
A single disposition on its own, for the client who lives and dies by appointments set.
Mix them across any campaign and any channel. Divide, multiply, compare, or break a total down by category.
Write the math yourself
A custom answer rate, built in seconds
In Palera, a custom answer rate is a KPI tile you write yourself: answered calls divided by voice conversations started, shown as a percentage. Pick the campaigns to roll up, choose the channel, then write the expression. There is no report to request and nothing to export.
Switch a Palera dashboard tile to a graph and the options multiply: a bar chart broken down by day, then a second series to compare against the first. Voicemails left against live conversations tells you which days you were reaching people and which days you were filling up voicemail boxes.
Every number on a Palera dashboard is live, and clicking a number shows the proof behind it, lead by lead.
For a BPO specifically
A board per client, and a rollup across all of them
A BPO can build one Palera dashboard per end client, each scoped to that client's campaigns and channels, and roll the widgets that matter into an all-client view for its own operations. There is no limit on the number of dashboards.
Client-safe
Each board sees only the campaigns and channels it is scoped to.
No analyst required
An operations manager builds and changes a board without filing a ticket.
Nothing exported
No spreadsheet leaves the platform, so the number in the meeting is the live number.
