I lack actionable insight and need better reporting

I need robust reporting to spot trends, identify development opportunities and share performance with stakeholders

Because of our hierarchical reporting structure and superior data visualisation - this is a key USP.

My reports don't provide me with any actionable insight. It's time-consuming to pull together and nobody is able to act on the insight provided. It's simply data rather than actionable insight.
My boss is pressuring me for reports I can't deliver
Team Leaders / Agents don't have easy access to their strengths and weaknesses.

Analysing too many data points / reports leading to confusion among operational teams. Often a cause when already using systems
No single source of truth that everyone trusts
Data requires additional manipulation prior to sharing with Agents or Senior Leaders
Using a custom-made tool such as Google Forms feeding a free BI tool like PowerBI.

Spend more time trying to identify trends and arguing the reliable of data rather than using it to improve the performance of agents / fix processes.

As a result, Quality Assurance quickly becomes a tick-box exercise offering little value to the organisation.
Leaders get frustrated they don't have the data they need to resolve errors.
QA teams waste time compiling multiple spreadsheets to provide "simple" data points to the business.
Team Leads don't know how to improve the performance of individual agents
Agents are demotivated due to the lack of performance data they receive and with focus only being given to things that have gone wrong

"If you don't have a proper tool then I have to have someone in my office spending days figuring it all out" - Newstel
EvaluAgent helps us get to the why rather than just saying "hey my handle time is high" - ECE Outsourcing