Xinnace Reports
Upload it and the report is built, checked and published — rebuilt with every upload, in a browser, for exactly the people you choose. No pack to assemble, and nothing to circulate.
Call centre, customer experience and financial reporting — or a report built around what you measure.
Net promoter score
03 Aug – 28 Aug · 1 332 responses
Consistently below target
How often, not how far
Why it is worth it
The assembling, formatting and checking that goes into a monthly pack happens once, when the report is built. After that you upload, and it is done.
One place where everyone reads the same numbers, with every version kept. When somebody asks what they were shown in March, the answer is the report they were shown in March.
Charts that can be explored rather than screenshots of a spreadsheet — the difference between sending numbers and being trusted with them.
How it works
Examples below are illustrative.
Export a CSV from the system you already use. Upload it, or have it sent automatically — your system can post it, we can collect it from a folder of yours, or you can email it. Once that is set up, nobody has to remember.
Upload it Post it from your system We collect it Email it
However it arrives, it is checked column by column first — if something is wrong, nothing is imported and you are told exactly what to fix.
nps-august.csv 1 332 rows
Row 418 refused — 47 promoters and 31 detractors on 62 responses.
Nothing is imported until it is fixed.
Your export does not have to use our column names — we can read it as it comes out of your system.
Charts, trends and scores update from what you sent. The previous version is kept rather than overwritten, so nothing you have already shared changes behind you.
Version 12 Current from nps-august.csv
Version 11 still opens, as it was in July
They sign in and it is there — on a laptop or a phone, current, and visible only to the people you named. Nothing to circulate, nothing versioned by filename.
Who opened it
T. Mokoena Today, 08:14
M. Abrahams Yesterday, 16:02
Every view is logged, with the version they saw.
See one now
These open in your browser, exactly as a client’s do — the same charts, the same scorecard, the same filters, and what has moved at the top. The people and the figures are invented.
Every measure on one page, scored together, and what has moved in each of them - by week or by month, down to a department, a team, a person.
Open the reportA quarter of agent-days: the trend against target, the people who are consistently short, and what the last three weeks did against the three before.
Open the reportThe same report a measure later - scorecard, teams, every agent, and a note on the figures it explains.
Open the reportThe XINNACE Scorecard
Hitting a target and improving towards one are different things, and most reporting only tells you the first. The scorecard measures the trajectory: you set the target and the improvement you expect each period, and every measure is scored against them.
It needs six periods to say anything: the first three establish where you were, the next three are scored against them and against the target. The same table reads by department, by manager, or down to one person — lowest score first, which is the list worth acting on.
Which is why the grain matters. Read weekly, it is an early warning — six weeks in, a measure drifting the wrong way is visible while there is still a quarter left to do something about it. Read monthly, it is the settled view, the one that goes to a board. Same rules either way, and they are published in full, so a score can be checked rather than taken on trust.
And a target is not one number for all time. Raise it in September and July is still measured against what July was asked for — a period spanning a change is weighted by the days under each. History keeps what it was earned against, which is the only way last year’s report still means what it meant.
Average handle time · by department
Customer Service
Target 4:30 · baseline 5:12 · Improving
6.5
Meeting / exceedingSales
Target 4:30 · baseline 4:58 · Improving
3.5
ImprovingRetentions
Target 4:30 · baseline 5:40 · Declining
-4.0
Needs attentionOne chip per scored period, adding up to the score, out of 7.5. Six periods in all — the first three set the baseline, the last three are scored against it.
What has moved
A report that shows everything leaves the reading to you. Every report now opens with two or three sentences about the last three weeks against the three before — what moved, by how much, what it amounts to in the terms the measure is made of — hours of handling, sales, satisfied customers — and whether a few people account for it or the whole team has drifted.
It speaks only when a movement is bigger than the noise a normal week produces. Those thresholds were measured rather than chosen: at the volumes a real operation runs at, each measure raises a false alarm in well under one percent of quiet weeks, and still catches most of a genuine team-wide slip. Where there is not enough volume to be sure, or not yet six weeks of data, it says exactly that instead of inventing something to report.
Being named is earned. An agent appears by name only where the figures put the movement on them; otherwise it says the team has moved, or that a few people carry it with too little volume each to name with confidence. A claim about one of your people is not something to be approximately right about.
The executive summary leads with one finding from each report you send — bad news before good, and chosen so that the same department is not the headline six times on one page.
Weeks of 4 Aug to 18 Aug
Handle time in Retentions rose 34s a call (+8.9%) over the last three weeks against the three before — about 120 extra hours of handling. Three agents account for 71% of it: P. van Wyk, K. Mahlangu and S. Naidoo.
Handle time in Billing fell 19s a call (−5.4%) over the same weeks — about 44 hours of handling saved. It is spread across the team rather than down to a few agents.
Nothing material moved in the other four departments, so nothing is said about them. A name is a link — it opens that person’s own view of the report.
Click a department, a team leader or a bar and the whole page filters to them, with a chip saying so and undoing it. An agent’s name opens their own overview.
Any chart can be shown as the table it was drawn from, and a period well away from the ones either side of it is ringed rather than left for you to notice.
Any two weeks, months or quarters: the company, every department and team, and the people who moved most between them — under whatever the page is filtered to.
Executive summary
Example
Performance in August
Net promoter score 105%
Schedule adherence 105%
Sales conversion 103%
Customer satisfaction 99%
Quality assurance 97%
Average handle time —
Weighted the way you weigh them, and scored on the measures that have figures — handle time has none this month, so it is left out rather than counted as a failure.
Everything together
Each report answers its own question. The executive summary puts them in one place and scores them together — weighted the way your business weighs them, not the way we would.
A board gets one figure and the measures behind it. The people running the teams get the same page, a measure at a time, with the weeks that fell short and the people who have been short most often — so the conversation starts from the same numbers everybody else is reading.
Built around you
Handle time, customer satisfaction, NPS, quality assurance, sales conversion, schedule adherence and financial reporting are ready today. They are a starting point, not the menu.
Tell us what you measure and how it should read. A new report is built around your data rather than squeezed into a template that nearly fits.
Want a change to a report only you receive? It is made for you, and nobody else’s reporting moves.
Add a note to a period and it appears on the figures it explains — so the context arrives with the report, not in a covering email that gets separated from it.
Read and scored at the rhythm you actually run on, switched inside the report and switched back.
Charts carry the trend behind every headline figure — by team, and by individual, where your data goes that far.
A board pack, a review, a one-time analysis. Published the same way, with the same access control and the same history.
An administrator of yours sets the mark and the brand colour, and every report carries them from the next build. The colour is adjusted only as far as it has to be to stay readable on both the light and the dark page — still recognisably yours.
Switch it on and a team leader opens the same report and sees their own people — with the whole-company figure beside theirs, so a team is never judged in a vacuum.
When you are asked the hard questions
Your reporting contains your people and your performance. Somebody in your business will ask where it lives and who can reach it. The security page answers it in full — including what we do not have.
In a database of your own, on a South African server — not a shared table with a column marking which rows are yours.
There is no query that could return it. Your data is reachable only through your own database connection.
Every view is logged — who, when, which version, from where. You answer that with a record rather than a recollection.
Everyone, named individuals, or a team. Yours to grant and to withdraw, and a team grant never quietly removes access someone already had.
Yes, switched on by an administrator of yours and worked out from your own reporting lines as they stood on each row’s date. The rows somebody may not see are never sent to their browser rather than hidden in it.
Yes — access can be pinned to your own IP ranges, and the address you are working from is never the one that locks you out.
Every report exports the rows behind it, cleaned and checked, as a CSV. Nothing here is held in a format only we can read.
Every database and every file is backed up nightly and verified by being read back, with a copy off the server in Cape Town — so the copy is covered by the same law as the original.
Everything stays retrievable for 90 days after you close, and is then permanently destroyed. No hostage-taking, and no copies left behind.
See it with your own numbers
It is the quickest way to know whether this fits the way you already work — faster than a demo, and it uses your figures rather than somebody else's. No account needed, and nothing is built until the scope is agreed in writing.
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