Feature | Description / Detail |
| Data import | Data is available by using a cron job to import new data at scheduled intervals |
| Export | Export reports into PDF format for presentations, or csv format for external data crunching |
| Reporting | Answered, Unanswered, or Distribution |
| Distribution Reporting | Analysis by day, week day, or hour |
| Answered Calls Reporting | Analysis by queue, agent, disconnection cause, or service level |
| Service Level | Reporting Answered Service Level Report |
| Unanswered Call Reporting | Analysis by queue or disconnection cause |
| Sundry Reporting | Agent Status, Queue Summary, or Call Waiting Detail |
| Charting | Uses HTML5 and Java script, so no need for a flash-enabled browser |
| Data import | Data is available as the event occurs, i.e. in real-time |
| Export | Export reports into PDF format for presentations, or csv format for external data crunching |
| Reporting | Service Level Agreement, Abandon Rates, Call Distribution, Agent Activity |
| Distribution Reporting | Analysis by queue, month, week, day, week day, hour, URL, as well as detailed reporting |
| Answered Calls Reporting | Analysis by queue, wait time, agent, disconnection cause, duration, transferred calls, as well as a detailed reporting |
| Service Level | Answered and Unanswered Service Level Reports |
| Unanswered Call Reporting | Analysis by queue, disconnection cause, URL, as well as detailed reporting |
| Sundry Reporting | Agent Availability, Sessions and Pause Durations, Call Disposition, as well as Detailed Paused Report and Session Report |
| Charting | Uses HTML5 and Java script, so no need for a flash-enabled browser |
| Search | Search data by Caller ID, agent, queue, duration ranges, or date ranges |
| Report Distribution | Schedule automatic email distribution of multiple reports |
| Notifications | Create automatic email notifications when variables exceed user-defined threshold values |
| Customization | Customize reports with your own language, color schemes, date and time formatting, metrics, formulas, etc. |
| Real-Time Monitoring | SPY option to listen to calls in progress with option to ‘steal’ the call |
| Real-Time Coaching | Coach agents using whisper method during calls |
