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