No manipulation, translation, or re-calculation required. You manage ... we'll run the numbers.

The CC Analyzer generates clear, concise management-oriented reports and graphs that tell you exactly how well your call center is operating. The conflicting statistics present in typical ACD reports are translated into focused management reports.

The CC Analyzer can combine call center information from various sources -- such as email, IVR, voice mail, and host information systems -- to provide a complete custom analysis of your call center activity.

Key Features:

  • Key productivity measures are presented for queues, workgroups, and individual agents over any timeframe you define
  • Agent productivity is tracked against individually assigned performance goals, then ranked for management evaluation
  • Queue capacity to answer calls is graphed to highlight where adjustments are required to meet incoming call volumes
  • Agents can be assigned to work groups to measure performance against similar characteristics such as supervisor, shift, or experience level
  • Quick Stat reports show agent and queue performance "so far today" so supervisors can quickly spot trends that require action

Key Benefits:

  • Improves the operation of the call center by producing concise and actionable reports and graphs that measure performance of the call center
  • Custom reports can be easily provided at a nominal charge, freeing you from the tedium of data entry, and the possibility of manual error
  • Call centers with multiple sites can view enterprise-wide reporting via the company WAN, even between different switch types
  • Years of statistics are stored in a relational database for easy access and analysis