A catalogue of standard, highly configurable reports is included, that can be customised to your exact requirements using filters. All reports can be exported as PDF/CSV files, emailed to any email address or scheduled to run at specified intervals.
Monitor call activity to analyse performance using a range of metrics including:
- Call activity by extension, department, DDI and user, including total calls, destination, talktime and ringtime.
- Incoming call analytics measure call volumes, targets, Grade of Service (GoS), Percentage of Calls Answered (PCA), calls abandoned, longest waiting time (caller tolerance) and missed calls.