Contact Center Call Detail Reporting
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The Connect First cloud-based contact center platform integrates extensive Detail Data Reporting functionality that provides over 100 real-time reports and raw data access. Reports can be accessed on demand or scheduled for delivery and are categorized by modules like inbound calls, outbound calls, agents, and administration. The reporting suite includes a variety of standard and custom report types to give contact center managers clear visibility into historical and current call center performance and productivity from the cloud-based platform.
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Contact Center Call Detail Reporting
- 1. Powerful Reporting Tools Real-time telemetry and more than 100 reports can be accessed On Demand or scheduled for delivery through the Connect First Detail Data Reporting functionality on its cloud-based platform. Raw data can also be provided, allowing customers to manipulate that data and create their own custom reports. Such capabilities ensure clear communication from the calling 鍖oor to the executive suite on call activity performance. How Detail Data Reporting Works Detail Data reports can be provided On Demand or emailed to designated leaders 鍖rst thing in the morning. Reports are categorically broken down into the various modules of the Connect First platform. Each category (Inbound Calls, Outbound Calls,Tracking,Agent, and Administration) offers a rich suite of sub-reports which allow the contact center manager to view call detail record reports and other data in logical, intuitive, and usable formats.The Detail Data Reporting suite includes a full range of report types, and Connect First engineers can custom build a report to meet unique needs. Outbound/Inbound Contact Center Productivity Tools Reporting in the contact center is critical to measure performance against expectations.The Connect First cloud- based contact center platform integrates extensive Detail Data Reporting to support these initiatives and provide a clear picture of historical and current activity in real-time.The cloud-based contact center data captured in the outbound/inbound contact center becomes meaningful and useful information. Regardless of the direction of the call, the Detail Data Reporting suite provides the data leaders need quickly and effectively. About Connect First Connect First is a leading telecommunications service provider and contact center solution 鍖rm focused on enabling growth and pro鍖tability through a robust portfolio of cloud-based communications solutions.As a cloud-based contact center management solutions provider, Connect First offers a customized platform, designed and supported by a team of highly experienced engineers, designers and business analysts. Data Reporting Solution Brief
- 2. Inbound and Outbound CDR Reporting All call detail records are available On Demand. Managers can select the output format best suited to the needs of the environment. Key Detail Data Reports Online Call Detail Records Managers can view call records through an intuitive web interface. Notes can be made about a particular call, or call recordings can be accessed for listening or training purposes (if available). Monthly/Daily/Hourly Rollup Detail Data records are organized into rollup groups according to the needs of contact center decision makers. Inbound Statistical Reports Overall inbound contact center performance is easily available at a glance. These reports show an administrative overview of calls presented, accepted and abandoned, as well as average talk time and queue times. Outbound Statistical Reports This set of reports provides overall outbound contact center performance at a glance. Dials per hour, connect rates, dispositions breakdowns, and call center agent ef鍖ciency ratings are all captured and organized for quick analysis Agent Reports All agent calls are recorded for reporting to ensure the highest levels of contact center quality assurance. Tracking Reports Managers can instantly see from where each inbound phone call is coming and to whom each outbound call is going. Learn More To 鍖nd out how the Connect First Cloud-Based Contact Center Platform can help your organization gain a competitive advantage, please visit www.connect鍖rst.com.