COMPREHENSIVE REPORTING TOOLS

You can not manage what you can not measure. In your contact center things happen quickly. As such we provide the following Real Time Monitoring statistics for your use.

Agents

• Agents Available
• Agents Ringing
• Agents on a Call
• Agents Released
• Agents Wrapping Up

Final Call Disposition

• Calls Handled
• Calls Overflowed Out
• Calls Abandoned
• Calls Waiting
• Calls Rejected

Inbound Call Disposition

• Calls Overflowed In
• Calls Offered

Total Service Level Performance

• Calls Handled within TQoS
• Calls Offered
• Calls Abandoned within TQoS
• Current Service Levels
• Total Queues

Queue Service Level Disposition

• Queues at or above Service Level
• Queues below Service Level

We can also provide historical reporting in the following standard formats and allow you to create your own customized reports through a SQL based reporting component.

Agent

• Daily
• Management
• Profile
• Profile per Agent
• State Daily
• State Hourly
• Supervisor Daily

Queue

• Agent Hourly
• Daily
• Hourly

Event Audit Trail

• Call Detail Record
• Call Detail Record by Queue
• Call Detail Record by Agent

ACD

• Abandoned Daily
• Abandoned in IVR
• Abandoned in Queue
• ACD Daily
• Daily per Call Type
• Daily Total
• Hourly
• Hourly per Call Type
• Hourly Performance
• Rejected
• Wrap up by Week
• Wrap up Daily