Data Analyst

The report of the data analyst contains some of the following pages that are also available for the CC Manager and the Supervisor:

Contact Center

Longterm Overview

Service Level Details

Abandonements

Wrapup classification

Agent States

Dimensions

Next to this, the data analyst has some more reports to investigate the data based on originators and to track the consultations and transfers.

Originator & Recaller

This report displays all of your inbound contacts based on the customer's phone number or email address. It gives you the possibility to see the history, treatment and KPIs by the originators and to investigate the Recaller Rate based on the reason for repeated calls.

All Originators

This report displays all of your inbound contacts and direct calls based on the customer's phone number or email address. It gives you the possibility to see the history, treatment and duration by the originators and its channel (Inbound, Direct In, Direct Out).

Transfer Sources

This report displays the transferred volume of tasks from previous inbound agents to your services. It also contains the outcome of those specific transferred tasks and from where to where they went.

Transfer Destinations

This report displays the transferred volume of tasks of your services to any destination. It also contains the specific targets and the outcome of those transferred tasks, if they went to another agent through a queue or its direct number. Finally, it also displays the path from where to where the transfers went.

Consultations

This report displays all consultation calls including:

• consultations without a transfer
• consulted and blind transfers
• conferences

It displays the consultation calls during the inbound call handling to any destination. It also contains the specific targets and the outcome of those calls. Finally, it also displays the path from where to where the consultations went.