Contact Centre Analytics and Reporting
Managing contact centre operations without full visibility on key metrics is not just difficult; it’s impossible. While our real-time dashboards make it possible to monitor exactly what is going on right now, making informed staffing decisions often requires the ability to measure performance over different time intervals. With a library of hundreds of reports available right out of the box, and the ability to add custom reports, the Xentrax Contact Centre Solution provides managers with the necessary agent performance and queue activity metrics to make the right decisions.
- Daily, weekly, monthly and yearly Agent performance
- Daily, weekly, monthly and yearly Queue performance
- Detailed serviced, abandoned and missed calls reports
- Classification and tracking reports
- Inbound and Outbound Billing reports
Examples of available Custom Reports
- First Call Resolution
- Talk Time intervals
- Daily Transfers by agent
- Custom Call tracking
- Weekly Department Report
To learn more about how we can help, please contact Xentrax today.