Web Based Reporting for Call Centers

Reporting is one of the most sought after features in the call center today.  Real time and historical reporting are valuable tools as they provide a view to the past as well as a current status view.  With added information such as goals and variances the reporting gives the manager ready access to how well the agent, team and call center are performing.

Web Report Features

• Summary Report view of contact center data
• Drill down and across for in depth details
• Reports can be accessed with any browser, with proper permissions
• Text, graphical or a combination of both for an easy to read report

Web report example showing two layers of drill down.

Web reports with drill down and drill across provide an ideal method of viewing the status of your contact center.  A summary report could be the home page with drill down to group information on voice, chat and email KPI's.  Another example could be to drill down on the sales of a particular product to learn which rep sold the most and in which month.

Web reports are not limited to ACD data.  Call Center NOC's, sales departments and IT departments use these reports to obtain better real time status updates.

Contact Spectrum today to discuss how we can imporve your overall call center performance.