ACD MIS Reporting ( CCView )

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.

• Helps to Track real-time metrics with dashboards
• Offers statistical analysis data in charts and graphical format
• Helps administrator to Drill down into report for more detail with query engine
• Analysis Reports can be print or export into word or excel format
• Predefined reports can be scheduled

Statistical Analysis & Historical Reports:

• Agent Hourly Summery
• Agent Activity report
• Agent ID details
• Efficiency Details
• Efficiency Summary
• Hourly Pattern
• Lost Calls

Business Process Reporting :

• Campaign Summery
• Campaign ACD Summary
• Data Summary Report
• Agent-wise Disposition Summary Report
• Campaign wise Disposition Summary Report