Evolve IP’s contact center offers flexible browser based reporting to meet the various needs of contact center supervisors, management, and executives. Contact Center leaders can generate real-time or scheduled reports that break down business process results to 10 minute or hourly intervals, and up to daily, weekly and monthly results. Deliver these reports in PDF, Word, Power Point, CSV, or Excel for additional analysis and manipulation. Commonly used reports answer questions like:
- When did my agents sign-in/sign-out?
- Why are my agents unavailable?
- How many interactions did my agents answer? Where did they spend their time? Have they been unavailable and why?
- How many interactions came into the queue? How many were answered? Answered within our Service Level goal?
- When are my peak intervals or those that need “back office” resources to help meet our goals?
- What types of interactions are my agents receiving?
- Who abandoned and after waiting how long?
Business Process Reports
Business Process reports provide activity metrics for individual or multiple business processes. Key metrics like interaction volume, abandoned interactions, performance, ASA and service levels are readily available. Supervisor reports give you immediate access to the customer trends driving your business and enables you to take a deep dive into the details of every customer’s unique experience when the need arises.
Agent reports provide rich insight into agent performance and behavior. At the click of a mouse, leaders have access to agent productivity metrics (calls handled, transfers, time spent on hold, etc.), time spent in various ACD states, unavailability details, and sign-in/sign-out activities. Supervisors can quickly identify coaching needs for each agent, which agents are exceeding their expectations, and process improvement opportunities.
Web Based Agent
In addition to reporting, Evolve IP’s contact center offers a web based agent application that provides agents the features and functionalities required to be efficient and productive. To learn more about our browser based application, please click here.
Download Our Ultimate Guide to Call Center Metrics that Matter Most
Anyone working in a call center knows how critical metrics are to a successful organization. However, many companies don’t know how to determine which metrics they need to focus on.
Evolve IP has created this guide to help call center professionals identify where to focus to maximize the value of their data.