Call Reporting

Call Reporting

Most contact centres depend heavily on performance metrics to measure how efficiently they are operating and how well they are meeting the customers’ needs and the company’s objectives.

First Contact's reports pull real-time data from the Contact Management Centre (CMC) to provide users with greater insight into the performance of their contact centre. 

Our reporting can help to:

UNIFY DATA FOR COMPLETE VIEW OF OUR CONTACT CENTRE’S PERFORMANCE

First Contact’s reports capture information from the CMC and telephony switch and marry the data, allowing us to track, record and report on every nuance of a call!

CONTROL DELIVERY GENERATION AND FORMAT

Reports are available in a comma-separated value (CSV) format and can be easily imported to a variety of programs, including Microsoft Excel and Crystal Reports. In addition, reports can be set up on a predefined schedule (daily, weekly, monthly) for automatic delivery to designated recipients.

TRACK PERFORMANCE WITH STANDARD & CUSTOM REPORTS

Our systems offer more than 35 canned reports that measure system performance, agent performance, schedule adherence and call statistics, such as hold time, talk time, call abandonment, etc. Using the Custom Reports, we can create user-defined reports that displays only the information your organisation needs.

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