Appropriate reporting mechanism is vital to ensure adherence deliverables, compliance of regulations, and maintenance of service levels by any call center. The gPlex® CC system offers flexible reporting to meet the various needs of CC Supervisors, Management and Executives.
Queue reports provide queue activity metrics for an individual or multiple queues. Key metrics like call volume, abandoned calls, and service levels are readily available.
Agent reports provide rich insight into agent performance and their individual and collective behaviors. Understand where agent time is spent and how calls are being handled.
gPlex® Contact Center is an cloud-based Business Intelligence system that delivers accurate, and actionable analytics in an intuitive, self-service environment.