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Features

  HomePrecious IT   : :   Call Reporting   : :   Features

Features

Site wide features

The following features are included across your entire business at admin level, these setting, and features are inherited at user / handset level.

Feature included
Call Analytics - iCS Insight Supervisor Optional Extra
Call Analytics - iCS Insight Monitored User Optional Extra
Call Analytics –iCS Report Optional Extra
Call Analytics –iCS Report Supervisor Optional Extra
Call Analytics –iCS Report Monitored User Optional Extra
Call Analytics – Premier Optional Extra
Call Analytics –iCS Premier Supervisor Optional Extra
Call Analytics –iCS Premier Monitored User Optional Extra
Call Analytics –iCS Premier –Contact Centre Agent Optional Extra
Call Analytics –iCS Dashboard Supervisor Optional Extra
Call Analytics –iCS Console User Optional Extra
Call Centres (ACD) inc ACD Plus Optional Extra
Call Analytics –iCS Dashboard Supervisor Optional Extra

Call Analytics – ICS Insight Supervisor

One supervisor is assigned by default and this admin login will have access to all functionality for this product. This is a single login but can be shared amongst users. 

Call Analytics - iCS Insight Monitored User

Once this pack has been allocated to a Company, by default, all Users, Hunt Groups, Auto Attendants, Call Centres and Trunks are monitored, and their call statistics captured. All users on a company with Insight must have this as the minimum feature pack. 

Call Analytics –iCS Report

Enables businesses to use web portal to review all their call statics in near time using predefined or customisable reports, dashboard and/or wallboards. ICS Reporting offers additional reports, dashboards and wallboards on top of the ICS insight product, as well as offering customization.  

ICS Reporting also provides a reporting function and the following additional functions: 

  • Schedule reports for ‘yesterday’, ‘last week’, ‘last month’ or use custom dates.
  • Browse an extensive catalogue of reports or use filters to customise your own.
  • Report on call activity by extension, department, hunt group, DDI and user, including total calls, destination, talk time and ring time.
  • Incoming call analytics measure call volumes, targets, grade of service, percentage calls answered, call abandoned, longest waiting and unreturned missed calls.
  • Executive reports collate data from multiple reports and provide observations & recommended actions.
  • Customised dashboards and wallboards.

Each setup requires one mandatory supervisor admin login to be allocated.

Call Analytics –iCS Report Supervisor

One supervisor is assigned by default and this admin login will have access to all functionality for this product. This is a single login but can be shared amongst users. Additional login can be provided and enables a restricted view to be setup against departments or sites for other users. 

Call Analytics –iCS Report Monitored User

Once the pack has been allocated to a company, by default all users, hunt groups, auto attendants, call centres and trunks are monitored, and their call statistics captured. All users on a company with iCS report must have this as the minimum feature pack. 

Call Analytics – Premier

Enables business to use web portal to review all of their call statistics in real-time using pre-defined or customisable reports, dashboards and / or wallboards.  

Real time provides live call data. 

The dashboard, wallboards and reporting function provide the same functionality as the iCS reporting product but does this is real-time and allows call centre queues along with agents to be monitored. With iCS report premier you get the following additional features: 

  • Real time reporting:
  • Live call waiting
  • Call handling statistics by agent
  • ACD call queue
  • Report on total calls, destination, talk time, ring time, grade of service, percentage calls answered, number of calls in queue, call abandoned, longest waiting and unreturned missed calls.
  • At a glance dashboards and wallboards display group performance parameters on a live title.
  • Live call statistics for queues and agents such as number / durations of calls and availability.
  • Supervisor management tools including agent presence monitoring.
  • Review performance and use ‘what if; calculations to forward plan contact centre agent shifts.

Each setup requires one mandatory supervisor admin login to be allocated. 

Call Analytics –iCS Premier Supervisor

One supervisor is assigned by default and the admin login will have access to all functionality for this product. This is a single login but can be shared amongst users. Additional logins can be provided and enables a restricted view to be setup against departments or sites for other users.  

Call Analytics –iCS Premier Monitored User

Once this pack has been allocated to a Company, by default, all Users, Hunt Groups, Auto Attendants, Call Centres and trunks are monitored, and their call statistics captured. All users on a company with iCS Report Premium must have this as the minimum feature pack. 

Call Analytics –iCS Premier Monitored User

Once this pack has been allocated to a Company, by default, all Users, Hunt Groups, Auto Attendants, Call Centres and trunks are monitored, and their call statistics captured. All users on a company with iCS Report Premium must have this as the minimum feature pack. 

Call Analytics –iCS Premier –Contact Centre Agent

Enhances the Monitored User capability by reporting on a Call Centre agent’s status and queue availability.  Only available on the Report Premier pack. 

Call Analytics –iCS Dashboard Supervisor

Allows a single user login to be set-up with basic Insight Package features for specified Department, Division, Cost Centres or Site. For please review above for what is included in the Insight Package licences 

Call Analytics –iCS Console User

Can only be added where iCS Report or Report Premier have been ordered.  Provides a simple restricted view to just the iCS Insight Dashboard, and not the other features that come with these reporting packs.