A historical report on CCE platform that provides statistics for an agent session. A session begins when an agent first logs in to the system and ends when the agent logs out. (Data is written at agent logged out event)
A historical CDR report on CCE platform showing detail of each contact handled along with the hang-up party (Customer or Agent).
A historical report on CCE platform that provides consolidated stats of all wrap-up entered by agent after handling outbound contact.
A historical report on CCE platform that provides the consolidated stats of Not ready reasons availed by agent during the shift.
A historical report on CCE platform that provides consolidated stats of agents worked on outbound campaigns.
A historical report on CCX platform that provides day wise consolidated stats of agents on inbound and outbound contacts.
A report on CCX platform that counts number of calls manually dialed by agent outside the contact center.
A report on CCX platform that consolidates team and agent performance on Socialminer chat KPI’s
A report on CCX platform that displays team performance on inbound KPIs.
A call by call report on CCX platform that displays inbound (ACD & Non-ACD), outbound (IPCC & Non-IPCC), internal, external and transferred calls detail.
This historical report on CCX platform displays consolidated statistics of agent answered (Incoming, Internal, Outgoing, Transfer) calls on team basis.
This report on CCX platform shows agent wise hourly consolidated statistics of received, answered and abandoned calls.