Hosted Contact Centre
Reporting – Available by centre as a whole,
or by Agent:
For all Answered Calls:
• # Calls answered
• Average, Minimum, Maximum and Total Call Length
• Average, Minimum, Maximum and Total Wait Time
• Service Level Agreement by time interval
• Disconnection Causes
• Transfers
• Answered calls by Queue
• Answered calls by Direction
For all Unanswered Calls:
• # Calls unanswered
• Average, Minimum, Maximum and Length Before Disconnect
• Average, Minimum, Maximum and Length Before Disconnect
• Disconnection Causes
• Unanswered calls by Queue
• Unanswered calls by Hangup time distribution
Report available on:
• Inclusive SLA – combining answered and unanswered calls
• Detail for Answered Calls
• Detail for Unanswered Calls
• Inbound ACD Call Attempts
• ACD Attempts by terminal
• ACD attempts by Queue
• Answered call distribution per day
• Answered call wait time per day
• Unanswered call wait time per day
Reporting available by Agents:
• Availability by Queue
• Session and Pause Durations
• Answered calls by Group
• Answered calls by Service
Real-time Contact Centre Wallboard Monitoring, showing:
As a summary by queue:
• Number of Agents logged in
• Active Agents
• Agents on Pause
• Agents Busy
• Number of Calls Waiting
• On phone inbound
• On phone outbound
As a summary by calls being processed:
• The queue
• The caller
• The time the call entered the queue
• How long they have been waiting
• How this compares against SLA
• The agents on the queue
• Service Levels
As a summary of agents currently logged In
• Last Logon
• Queue(s) logged into
• Extension
• On Pause
• Service Level
• Last Call On
• Last Call Queue
