Call Centre Reporting

call centre reporting*New* – Features the only available measure of Customer Effort Score, updated daily

Our Dashboard & DataStore is a browser-based reporting tool that makes it easy to measure in-house and outsourced call centre performance. Flexible drill downs allow operational issues to be quickly traced to their source so less time is wasted on problem finding and more time devoted to resolution.

  • KPI’s – Call bottlenecks, Customer Effort Score, Call centre reporting, Business Impact, FCR, Overhead reduction
  • No contact centre IT integration required – fast to set up
  • Dashboard style interactive graphical user interface
  • 100% of customer contacts tracked, whether successful or not
  • Tracks caller behaviour
  • Stores up to 5 years history up to the previous day
  • Auto trend calculations, e.g. this week against last week
  • Choice of daily, weekly and monthly views
  • Flexibility to report at company level, channel, media and individual telephone number
  • Report builder tool
  • Export results to Excel

Call Centre Reporting