Reporting (Real-time and Historical) for Call Centers!

reports Gain visibility into the daily operations of the contact center with the comprehensive suite of reports available right out-of-the-box within our contact center universal solution. Reports for Cisco and Genesys omnichannels based contact center delivers a standard selection of detailed real-time and historical reports to measure overall performance of your call center. Agent performance, lead performance, queue performance and media cost performance can be easy monitored, allowing administrators to make informed decisions.. See Details ...


Managing your call center's performance depends on having the right data at your fingertips. By sharing these metrics with all your agents and managers, you can better coordinate your response to call storms and even forecast them before they make landfall.
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Answered-Abandoned Queue/VQ Answered-Abandoned Queue/VQ Service Level Agreement Queue/VQ
Agent(s) Workmode-ACD (Pie) Agent(s) Workmode-ACD (Column) Agent(s) Answered-Rona
Agent(s) Service Level Agreement Agent(s) Service Level Agreement Agent(s) Real-Time Call Reporting

Skill Based (Real-time and Historical) reports

Skill Based Agent(s) Reports Skill Based Agent(s) Reports Skill Based Agent(s) Reports
Skill Based Workmode-Calls Reports Skill Based Workmode-Calls Reports Skill Based Service Level Agreement Reports

WFM Connection to analyze real-time and historical data

Agent(s) Daily Activity Reports WFM Perspective selection for Agent's activity WFM scheduled information
WFM Super State selection Reports WFM information for Group of Agents Reports Graphic presentation as pie

Voice and Media (chat/email) Real-time reports

Utilization Report Group of Agents Graphic Report Selected Agent Graphic Report

Queue(s)/Virtual Queue(s) Historical Reports

Agent Call Handling Report Speed to Answer Report Abandoon Delay Report

Queue(s)/Virtual Queue(s) Real-time Reports/Dashboards

Queue/Virtual Queue Dasboard Group of Queue/VQ Graphic presentation Group of Queue/VQ Graphic Dasboard

Agent(s) Voice Historical Reports

Agent' Not Ready Reson Code Report Agent' Productivity Report Agent' Service Level Agreement Report

Agent(s) Email Historical Reports

Agent' Email Utilization Report Agent' Email Occupancy Report Agent' Emails Report

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