Call Center Software Contact Center Reporting System
Contact Center Reporting
Sarv DeepCall can help you to generate reports related to call handling, average handle time, officer login/logout, officer state changes, queue reports, abandon call reports, call details, officer or call taker performance, call volume, etc. The reporting system (hardware or software) is provided in hot standby configuration. This means the configuration is high in availability.
Download Report
Reporting allows for in-depth analysis of call center performance over specific time periods. It provides valuable insights into metrics such as call volume, average handle time, agent productivity, and customer satisfaction scores. Reporting helps identify trends, patterns, and areas for improvement, enabling managers to make data-driven decisions to optimize call center operations. At DeepCall, you can get customized reports in excel, PDF and text files format.
Data Driven Decision Making
Data-driven decision making leads to more effective resource allocation, targeted marketing campaigns, and better overall business outcomes.
Performance Evaluation
The provision to sort and filter the reports based on various criteria via date and time, agent ID etc. Search mechanism helps to index and search call center data. You can get access to the contact center reporting system via a web browser with login credentials.
Real-time Monitoring
DeepCall offers integration with Business Intelligence (BI) tools for data analysis. Real-time statistics and notifications of agents on their desktop in the form of a wallboard, with color changes indicating threshold breaches. Scheduling of report generation and automatic delivery of scheduled reports via email along with the ability to archive and store collected data.
ACD Reporting
It includes ACD Reports, (Agent Login and Logout Reports), Officer State Changes Report, Queue Reports, Abandon Call Reports, Call by Call Details Report, Call taker Performance Reports, and Call volume reports.
Performance Evaluation
Data-driven decision making leads to more effective resource allocation, targeted marketing campaigns, and better overall business outcomes.
Hold Call Details
The ACD can provide details of calls in which the caller is placed on hold, using the Performance < Durations section. The Hold time is visible agent-wise. Also, the sub-status shows in the reports section shows us whether the Officer of the Call taker disconnected the call
Features of Contact Center Reporting System
Color Coding
The system allows the user to set a threshold on the Contact Center parameters, which shall be notified in the form of different colors on the screen of the users.
Customized Reporting
Following the category of real- time information & historical reports, they are made available with specific dates and time with options of hourly, daily, weekly, and monthly, yearly in report criteria. With real-time and historical data, managers can optimize agent scheduling, adjust resource allocation, and streamline workflows to improve operational efficiency.
Report Via Emails
Scheduling of report generation and automatic delivery of scheduled reports via email along with the ability to archive and store collected data.
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