📈Premium Reports (Pro)

Advanced Reporting

What is Reporting Pro?

Reporting Pro is a key component when it comes to obtaining precision in the analytical measurements of Contact Center activity. This module allows for the generation of multiple productivity and efficiency metrics, while combining statistical information in order to offer greater “granularity” when displaying information, which allows for a substantial improvement in the presentation of information for decision-making. The compendium of existing metrics includes:

• Caller ID or Dialed Numbers

• Distribution by Campaign, Schedule, Month, Week, Day and Hour.

• Detail of calls answered by Campaign, Agent, Schedule

• Failed Call Detail

• Number of attemps

• Total and Average Waiting Times

• Total and Average Speaking Times

• Total and Average Session Times

• Total and Average Pause Times

• Agent Availability: Start-End Times for Sessions and Breaks

• Number of Agents per Day and Hour

• Disconnection Reasons for each established call, by Campaign

• No Connection Reasons for each call attempt, by Campaign

• Call times and routing destinations, with their corresponding wait times and completion statuses.

• Exhaustive Filtering Granularity: by Campaign Type, by Campaign, by Agent Groups and/or Individual Agents, by Phone and/or Caller ID, by Connection Type, by Continuous or Non-Contiguous Time Slot.

• Time Zone Settings (ideal for locations in different geographic zones)

• Customizable Service Level.

• Exporting Results to CSV

• Download and Listen to Recordings from Report.

Requirements

1. An instance of OMniLeads Enterprise

• release-1.5.0 minimamente instalado para el release-1.1.0 del Premium Reports.

• release-1.12.0 minimally installed for Premium Reports release-1.2.0.

• release-1.14.0 minimally installed for Premium Reports release-1.3.0.

• release-1.24.0 minimally installed for Premium Reports release-1.3.7.

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