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Version: 2.1

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