The heart of every call center is the ability to monitor and measure the performance of the business. That is why The Reporting Engine provides easy access to the information you need to monitor the key statistics of your call center and develop operational insights for process improvement.
Using The Reporting Engine, you have access to historical and real-time data based on call center best practices.
The Reporting Engine performance dashboard provides real-time business performance metrics in a role-based, visually dynamic medium that can target agents, supervisors, and executives with the right critical data from disparate systems like call center, WFO, CRM, and other technologies. Monitor the call center, manage agents and queues, and respond quickly to changing conditions.
Our historical reporting includes a variety of advanced customizations including data columns, report templates, sorting, filtering, grouping, and time periods. Tailor reports to your needs and always have access to the latest relevant information you need to make critical decisions for your call center operations.