Inbound

  • Abandoned Call Detail

    A historical report on CCE platform that provides detail of each contact dropped by the customer while waiting for an agent in queue.

  • Call Transfer Detail

    A historical CDR report on CCE platform showing detail of each contact handled along with the hang-up party (Customer or Agent).

  • Call Type Real Time

    A report on CCE platform provides real-time statistics for each call type configured in the system. The system generates ‘Real Time’ record for each call type To5 (during the rolling five-minute interval) & Today (since midnight).

  • Agent Summary – Daily

    A historical report on CCX platform that provides day wise consolidated stats of agents on inbound and outbound contacts.

  • Custom Call Variable CSQ – 30 Min

    A half hourly report on CCX platform that displays consolidated statistics on Custom Variable and CSQ.

  • Custom Call Variable CSQ – Daily

    A historical report on CCX platform that provides day wise consolidated stats on Custom Variable and CSQ.

  • Team Performance – Inbound

    A report on CCX platform that displays team performance on inbound KPIs.

  • Agent KPIs-Hourly

    This report on CCX platform shows agent wise hourly consolidated statistics of received, answered and abandoned calls.