Europ Assistance operates a multi-line, multi-channel business model spanning a wide range of assistance and insurance services globally, through a hybrid B2B, B2C and B2B2C distribution strategy. Their mission is to move people "from distress to relief," anytime, anywhere — which meant their reporting needed to keep pace with a high-volume, always-on contact center.
Service Operations Summary Dashboard
A consolidated, executive-level view of overall service and call-center performance — total calls offered, calls answered, abandoned calls, outbound calls, total cases and resolved cases, so leadership can quickly assess service load and resolution efficiency. Time-based trend analysis highlights fluctuations in call volume and case creation, while detailed tables support validation at a daily granularity. This is the primary control panel for senior stakeholders, answering how effectively the service operation is handling incoming demand across queues and time periods.
Telephony Performance & SLA Dashboard
Focuses on call-handling efficiency and service quality across multiple support queues — average wait time, average speed of answer, average talk time, SLA performance and abandonment rates. Queue-level breakdowns highlight which support lines receive the highest volumes and where SLA performance is under pressure, while trend visuals help operations managers identify peak periods and degradation over time — essential for workforce planning, queue optimisation and SLA compliance in a high-volume contact center.
Case Management & Resolution Dashboard
Delivers detailed insight into case lifecycle management — operative and service cases across products, incident types, countries and channels. It tracks total cases, resolved cases, and case distribution by incident type and product, helping teams identify recurring issues and high-impact service categories. Trend analysis highlights workload patterns over time, while detailed tables provide full traceability at the individual case level — supporting root-cause analysis and operational optimisation across Europ Assistance's service delivery model.
