This module collects, processes and presents consolidated telephony, performance in real-time as well as historic analysis reports. Contact centers is one of the most difficult operation to manage. Even small changes can have a large impact on efficiency hence many aspects are to be considered such as :
Performance of Call Queues: Call waiting time, answering time, hold time, etc. Call Takers & Positions Performing: Call Taking hourly, daily, monthly or yearly basis; Lost calls, call handling.
Agent Performance: Login time, wrap time, break time, Expected and actual call volumes.
Resources Availability: Agent performance, Trunk- PRI utilization.
Statistical Analysis & Historical Reports:
Business Process Reporting :