Phone system with live call reporting

Live Reporting Features

• Real time reporting; live calls waiting and call handling statistics by agent and ACD call queue. Report on total calls, destination, talktime, ringtime, 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 tile.
  
  
• Live call statistics for queues and agents, such as number / duration 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.
  
  

Contact Wallboard

The default wallboard is divided into 3 elements to provide live call information on the Contact Centre.

1. Contact Centre Summary: This wallboard provides information on total calls out/answered, total missed calls, current calls waiting and longest waiting time in seconds.
   
   
2. Agent Summary: This wallboard displays live call information on each agent’s current call status (e.g. free or on call), total incoming/outgoing calls and total talk time per agent.
   
   
3. Live Calls: This wallboard displays the current calls in progress within the business. The wallboard provides information on the direction of the current call (outgoing or incoming), extension name, DDI, current call status (ringing or on call) and time in current status.
   
   

Quick Reports

The quick reports section is a repository of report templates. Once run, the reports can be customised by the user using filters.

1. Hourly Call Activity: An overview of call information, such as total outgoing and incoming calls, over a period of 60 minutes.
   
   
2. Daily Call Activity: An overview of call information, such as number of outgoing and incoming calls, average talk time and missed calls, over a period of 24 hours.
   
   
3. Extension Call Activity: A summary of calls for each extension, including total calls, average talk time and number of missed calls by extension.
   
   
4. Overall Activity by DDI: A summary of calls for each DDI, including DDI name, DDI group name, total calls answered and total missed.
   
   
5. Missed Calls: A summary of unanswered calls by extension, including time, date and ring time.
   
   
6. List Calls by Date: A breakdown of all calls for all extensions, including duration of call, destination and ring time.
   
   
7. Unreturned Missed Calls by Caller ID: A list of missed calls that have not been returned.