Applications

Report Manager and Report Designer

The Report Manager provides in depth historical reporting on the customer facing department’s activity. Report Manager provides 73 standard reports for measuring both overall contact center call handling and individual/team performance to enable improved human resource management. These standard report templates may be parameterized by the user (in terms of date range, group, shift etc) to create their own 'management ready' reports. These reports can be scheduled to run at a specified date and time, or repeated at defined intervals.

Optionally Custom Reporting allows the business to create site defined reports, or modify and change standard reports, providing total flexibility in the presentation of traffic and agent information. This capability is aimed at the contact center manager who requires a greater degree of flexibility to allow better informed decisions.  Compact Contact Center version 5 now uses Crystal Reports as its reporting engine. This provides a much simpler experience for the user as now all reports are available over a thin client interface, no longer forcing the installation of large software components on a supervisor’s desktop. This change has allowed CCC to modify how custom reports can be presented to a site.  Out of the box, all sites with CCC version 5 now have the ability to create 3 custom reports for their business, in effect; the CCC is delivering 3 free custom reports to a small business. For sites that desire to have more than 3 custom reports, a design license (IPO 400 CCC Designer RFA) is required.

Supervisors can schedule reports to be delivered to various places within the contact center. Reports can be delivered to multiple recipients via email in the following formats; PDF, HTML, and REP. Reports can also be scheduled for delivery to multiple printers within the network at the same time.