Monitor real-time Queue, such as the queue, average wait time, abandoned calls, agents available,agents on calls, % within service level, and many other Key Performance Indicators (KPIs).

Generate real-time and historical report on performance. KPIs include number and type of call, duration of Automatic Call Distribution states by agents, and duration by state (talk, idle, etc).

Generate historical report on agent performance relative to the group. KPIs include number of calls by call type (ACD, Outbound), average duration and type, and average duration of ACD state (talk time, handle time, etc).

Generate real-time and historical report on queue performance and trends. KPIs include number of calls by state, average duration, and percent by type.

Generate historical report that shows compliance against established service levels (eg answer 80% of calls within 20 seconds), Metrics include number of calls and percentage of calls within SL across multiple service levels.

Export Data to Excel – All reports include an option to export the data to Microsoft Excel, preformatted for ease of use.