Supported Features

The following data categories and reports are included in this release:

Data Model

• Inbound (handled and unhandled)
• Agent State Duration
• Agent Direct Calls
• CCBI Filter & Dimensions

Report Templates

• Contact Center & Organisational Overview
• Performance Grid
• LY Comparison
• Service Level Details
• Abandonements
• Originator & Recaller / All Originators
• Wrapup classification
• Agent States & Performance
• Agent Overview
• Top and bottom Agent View
• Transfer Sources & Transfer Destinations
• Data Model & Dimensions