Reporting

Real-time Agent Reporting

Reports can be seen right on the screen at the administrator desktop displaying information by agent or agent group. These include average length of call, average wait between calls, percentage of dropped calls, percentage of connects, and percentage of each type of disposition. Using industry-standard Crystal Reports or Microsoft Access, call center data can be reported on and manipulated to get the information you require. Reporting can be initiated from any workstation on the network or off-site via modem.