Features: Reporting

Reporting

One of the most important factors to a call center’s success is access to the right information at the right time for the right people. VoiceNet’s open and flexible approach to real-time and historical reporting gives call centers exactly what they need to make smarter decisions.

Right out-of-the-box, VoiceNet provides a suite of preconfigured – but customizable – reports that detail all the most common pieces of data needed for good call center operation: call totals, agent details, talk time, hold time, handle time, close time, agent engagement, abandon details, and more. And, VoiceNet provides all of this in an easy-to-use web-based reporting portal that allows any number of users access to the information they need with no additional licensing required.

Additionally, VoiceNet’s built-in integration capabilities make it possible to create rich, blended reports that bring in key information from other systems as well, or thanks to VoiceNet’s open, accessible, and standards-based data repository, VoiceNet’s own data can be accessed easily by other reporting systems as necessary. This approach really is the best of both worlds, and makes sure that it’s easy for call center personnel and executives to get a full view of their operations across any and all systems involved in their call center.

VoiceNet also offers a complete real-time web-based reporting, monitoring, and threshold management framework. This framework can be customized to the precise needs of a given call center enabling immediate feedback on the most important KPIs as defined by the management team. Once the thresholds are defined, graphical feedback gives immediate insight into performance versus expectation, and allows for efficient and rapid corrective action and management.