+ Reporting features

With a set of pre-configured standard reports Contact Central enables you to manage the agents and customer interactions, whilst providing you with the environment to enhance and create additional reports.

Manage your agents

Agent activities – this feature allows you to create and view reports that list all agents and the activities they have been involved with during a specified time.

• Agent Login Logout
• Agent Performance
• Agent Performance by Date Interval
• Agent Group
• Agent Group by Date Interval
• Handled Call List
• Outbound Call List
• Refused Call List
• Failed Login Attempts
• Not Ready Reason Code

Manage your ACD queues

Call centre queue data – this feature allows you to create and view reports that list call statistics, for selected queues, during a specified time with half hourly intervals.

• Queue Summary
• Queue Summary by Date Interval
• ACD Summary
• ACD Summary by Date Interval
• ACD Summary Daily
• ACD Summary Overall
• Handled Calls by Queue
• Abandoned Calls by Queue
• Abandoned Calls List

Discover why your customers have contacted you

Wrap code data – this feature allows you to create and view reports that list wrap codes that agents have used to conclude calls.

• Wrap Code Summary

Report Designer Tool

Featuring a component and language-based environment for Rapid Application Development (RAD) functionality and easy reusability, + Reporting is the key to delivering new information-rich reports rapidly and efficiently.

e.Report Designer Professional's enable the creation of reports that meet nearly any formatting requirements to create nearly any look and feel.

For further information or to speak to a member of our team please click here