Supported Features
The following data categories and reports are included in this release:
Data Model
- Inbound (handled and unhandled)
- Agent State Duration incl. Reason Codes
- Agent Direct Calls
- CCBI Filter & Dimensions
- Custom variable Dimensions
- Custom variable URL
- Multiple time zone support
Report Templates
- Contact Center & Organisational Overview
- Performance Grid
- LY Comparison
- Service Level Details
- Abandonements
- Originator & Recaller / All Originators
- Call Details (Inbound and Agent Direct Calls)
- Wrapup classification
- Agent States & Performance
- Agent Comparison (KPI & Line Chart)
- Agent Overview
- Top and bottom Agent View
- Transfer Sources & Transfer Destinations
- Consultations
- Dimension Export