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Historical Reports

Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. provides standard historical reporting with extensive filtering capabilities. You can generate reports on demand by date interval, agents, agent groups, queues, and media type. You can access reporting functionality through the SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console and generate the output in Excel spreadsheet format.

Benefits of historical reporting functionality include:

Overview

Virtual Contact Center provides an out-of-the-box package of reports focusing on agents, queues, channels, media, and campaigns. Click Report under the Control Panel menu to access historical reporting.
The reports available may be grouped as follows:

In addition to the above reports, you can generate reports on Status Codes (find agent’s status change with probable reasons), Transaction Codes (collect call disposition information), and Campaigns (collect campaign statistics for analysis and to determine the need for follow-up).

See Also

 


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