Contact Centre Reporting Systems
Access to timely and relevant information is critical to the effective management of your contact centre. That's why a comprehensive reports package comes standard with every NETCO solution ensuring that you have the tools to run at peak efficiency.
An onboard database holds statistics on every facet of every contact from the time it arrives at the telephony switch through to its termination, allowing managers to report on areas such as volumes, agent activity, abandonment rates, wrapup codes and service levels, in fact more than 100 reports are available detailing all aspects of the contact centre operation.
- "cradle-to-grave" statistics on every facet of every call, whether phone, Email, Fax, Web Chat or Web Callback
- In contrast to many other reporting packages you can report on all types of communication within your contact centre from the one platform
- Total flexibility to configure and run reports based on any operating parameter and time period required
- Access to both detailed and historical reporting data for additional reporting options and long-term trend analysis
- Full multimedia reporting capabilities, on a per-queue and per agent basis
- Report Wizards to simplify the report generation process with On-Line Help information on what each report covers
- Reports can be scheduled to run every day, week, or month
- Wrapup code reports analyse the impact of marketing campaigns
- Managers are provided with the tools they need to solve problems, for example, why did the abandoned call rate increase by 10%?