Supported Features

User Experience

• Pre-configured detail, daily, weekly, monthly and chart views
• Enterprise Groups for business relevant grouping of data
• SkillGroup and PrecisionQueue consolidation
• Online Template Help

Analytics

• Drilldowns facilitate detailed data analysis
• Advanced Filters including multiple value lists available
• Call Flow analysis
• Primary Queue reporting
• Cradle to grave reporting
• Recaller and top ANI analysis
• Customer call search

Reporting- and data-types

• CallType, Queue, Team, Agent, and Enterprise-Group performance
• Precision Routing visibility (attribute assignment, PQ membership and analysis)
• Agent media state detail incl. not ready reason categories and productivity
• Not ready reason detail
• Wrap-up and ECE classifications
• GDPR compliant Team performance
• Customer contact detail, performance and completion
• Agent extension/direct call detail and performance
• Outbound dialer (aggregated, real time, and detail data)
• Wallboard- and supervisor- dashboard reports
• ECE Case, Activity and Event reports (details, open state and performance)

Technical

• Data export interface
• Dedicated time zone functionality
• RealTime Reports without midnight refresh and consolidated time zone summaries
• Administrative configuration reports
• Redundancy including replication of b+s configuration database
• Viewer databases with specific time zone