iSight
Spend less time assembling reports, and see what needs attention
iSight is designed to bring permitted results, trends and exceptions from the iConnect products you use into one management view, so leaders direct attention to the issue, its owner and the next review instead of rebuilding the report pack.
Does this sound familiar?
Before leaders can discuss performance, someone collects figures from several teams and stitches them into a report. By the time it is ready, the important exceptions are buried or out of date.
What it costs the business
Management time goes into assembling numbers, decisions wait, and problems surface after the fact.
Built for
- Business owners and chief executives
- Customer experience leaders and department heads
- Managers who prepare the weekly performance review
From problem to gain
What changes when the work moves into one place.
The situation
- Management time goes into assembling numbers, decisions wait, and problems surface after the fact.
What your team does
- One management view
- Summaries from across iConnect
- Pinned performance measures
What it produces
- An exception reviewed with a named owner
- A decision, or a request for investigation
- A management summary without manual assembly
What you gain
- Less time preparing reports
- Attention goes to the exceptions
- Each viewer sees only what they are permitted to see
The difference it makes
Less time preparing reports
How
Designed to gather permitted summaries from each product into one view, so managers stop copying figures between reports.
Attention goes to the exceptions
How
Designed to highlight the results and exceptions that need a decision, with the source behind each figure.
Each viewer sees only what they are permitted to see
How
Designed so a viewer needs reporting permission, and protected summaries never show individuals in small groups.
How it fits together
What it does
- One management view
- Summaries from across iConnect
- Pinned performance measures
What your team gets
- An exception reviewed with a named owner
- A decision, or a request for investigation
- A management summary without manual assembly
How your team uses it
Business owner
Chooses the summaries the leadership team reviews each week
- Output
- One view of the agreed results
- Next owner
- The leadership team
Leader
Reviews an exception and the source behind it
- Output
- A decision, or a request for investigation with an owner
- Next owner
- The department manager who owns it
Department manager
Investigates and reports back at the next review
- Output
- An owned action instead of a figure in a report
- Next owner
- The leadership team at the next review
Inside iSight
One management view
Designed to bring summaries from the products you use into one view, which the owner arranges for the leadership team's review.
Summaries from across iConnect
Designed to show permitted summaries from iConnect CRM, Leads & Sales (iSales) and iConnect Inbox, which are in controlled rollout, and from iField, which is in controlled beta.
Pinned performance measures
Designed to show pinned measures from iKPI, which is on the roadmap, where both are used.
Protected quality summaries
Designed to show team-level summaries from iQuality, which is on the roadmap, with small groups suppressed.
Exceptions with an owner
Designed to show an exception with its owner and the date of the next review, so a leader can ask for an investigation instead of hunting for the cause.
Illustrative example — assumed inputs, not a customer result
What if four managers each spent less time assembling reports?
Assumed inputs
- Managers preparing reports
- 4 managers
- Hours a week each, before
- 2 hours
- Hours a week each, with one management view
- 0.5 hours
- Weeks in the period
- 4 weeks
What the assumptions give
4 managers × 1.5 hours × 4 weeks = 24 hours released from assembling reports in four weeks. That is capacity for decisions and follow-up, not cash, and it comes before software and implementation costs.
What a pilot would measure
Hours managers spend each week assembling results from separate reports, and exceptions reviewed on time.
How to start / What this requires
iSight is on the roadmap. As designed, it presents summaries from other products and owns no records of its own, so it needs these in place.
First step
Start with a tailored demoWe walk through your own workflow with you and confirm which of the requirements below apply to your team.
What needs to be in place
- At least one source product, such as iConnect CRM, which is in controlled rollout.
- Agreed definitions for each figure the leadership team will review.
- Viewers with reporting permission. Team members without it see no management summaries.
What you gain by connecting it
Selected combinations, not every possible pair. Each connection shows how far it has been proven, so you can tell what has been shown working from what is still planned.
How to read the connection labels
- Demonstrated in testing
- Shown working in our testing, on code that is not yet released to customers.
- Configured per deployment
- Depends on setup for your deployment, such as a connected channel or approved knowledge.
- Planned
- Not built yet. Shown to explain the intended workflow.
Cross-department performance
Pinned performance measures from iKPI (Roadmap) are designed to appear in the management view; so far this has been shown on example data. Routing the approved action through iFlow (Roadmap) is not built yet.
See the full workflowConnections
- iKPIiSight
- Pinned performance summary
- Demonstrated in testing
- iKPIiFlow
- Approved improvement action
- Planned
Service quality for leadership
Team-level summaries from iQuality (Roadmap), with small groups suppressed, are designed to appear beside other results. Individual results would stay out of the view.
Works with
iQuality (7)RoadmapSee the full workflowConnections
- iQualityiSight
- Protected team summary
- Demonstrated in testing
Suggested solutions
Complete workflows this product takes part in.
- See where work waits between departments, act on it and measure what changesInvestigate where recorded work waits, agree an improvement action with a responsible owner and measure whether the delay falls.
- Every customer conversation has an owner, the right context and a reviewed answerGive the agent conversation ownership, the customer's record and a draft from approved knowledge to review, so routine answers take less searching and nothing is sent without a person.
Related pages
- iKPI (11)Roadmap
- iQuality (7)Roadmap
- iFlow (8)Roadmap
Good to know
We would rather you knew the current limits before a demo than after it.
- Roadmap: iSight is planned and not yet offered. Request a demo to discuss your reporting needs.
- Visibility supports a decision. It does not by itself prove the root cause of a problem.
- The main dashboard in iConnect CRM (Controlled rollout) and the manager view in iField (Controlled beta) are not iSight.
- Summaries from iGrowth (Roadmap) and iConnect Growth Engine (Roadmap) are not part of the current design.
Technical details
For technical evaluators: records, roles, inputs and setup, as far as current evidence supports them.
Show the technical details
- Records
- Designed to read permitted summaries from other products. iSight owns no primary records.
- Permissions
- Designed so only viewers with reporting permission see the management view.
- Existing dashboards
- iConnect CRM (Controlled rollout) has a main dashboard and iField (Controlled beta) has a manager view. Those are separate, existing views and are not iSight.
- What a pilot would measure
- Hours spent preparing reports, exceptions reviewed on time, actions with an owner, and the time from spotting an exception to a recorded decision.
Questions and answers
What is iSight?
iSight is a planned iConnect product, built by iConsultants, that brings permitted results and exceptions from the products you use into one management view. It is on the roadmap.
How is iSight different from iKPI (Roadmap)?
iKPI, which is on the roadmap, defines and calculates measures and investigates where work waits. iSight presents permitted results and exceptions for leadership. iKPI calculates; iSight presents.
Is iSight the dashboard I already see in the CRM?
No. iConnect CRM, which is in controlled rollout, has its own main dashboard. iSight is a separate, planned management view across several products.
Can I start using it today?
Not yet. iSight is on the roadmap. Request a demo to discuss your reporting needs and the figures your leadership team reviews.
Discuss your reporting needs
Tell us which reports your leadership team assembles today and how long that takes. We will reply to arrange a conversation.