Statistics

Statistics

Analyze data file providing call history, and evaluate the goals achieved. Take advantage of the standard reports based on core metrics and the experience of hundreds of contact centres, or prepare your own reports on the calls handled.

Be armed with detailed information

In-depth statistical reports provide detailed information on all the processes of contact centre operation, thus making it possible for you to evaluate operator performance and their workload, to analyze predictive dialing performance gains, to see completed scripts, etc. Export necessary reports for further processing. Graphical display of the specific reports allows for instant situation analysis and making managerial decisions.

Fig. Telemarketing statistics.

Fig. Telemarketing statistics.

Analyze operator or group performance

Evaluate the time spent and workload of every operator. Identify problematic areas and optimize operator performance. Take advantage of the data received for controlling contact centre performance and payroll / bonus accounting.

Fig. Operator statistics.

Fig. Operator statistics.

Evaluate the quality of service

Obtain detailed information on the volume of inbound and outbound calls, Web Callback, Web-chats, and the time spent on their processing as well as the number of sms and emails sent. Track customer's connection with IVR system, analyze the time spent on every level and the options selected in the menu.

Fig. Inbound and outbound call statistics.

Fig. Inbound and outbound call statistics.

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