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| Reporting & MI |
| TouchStar Connect can
produce over 50 clear and concise standard
reports that can display the details of every
aspect of your call centre’s day-to-day
operations. The 50 standard reports are
supplemented with a host of more bespoke reports
that are also available in real time and
historical formats. Reports can be accessed
real-time over the web or historically and can
be reviewed at a later date. Reports can be: |
| Historical |
| Reports can be emailed
on a schedule automatically with a choice of
formats: PDF, Word, Excel, CSV, etc. Reporting
by day, hour, 30 minute or 15 minute interval
becomes a very simple process. Reports can also
be run at any time without affecting the
performance of the dialler. |
| Real-time |
| Real-time agent
reporting is done via the supervisor terminal in
report or ‘visual’ format, with real time
information on the agent’s current status,
campaign(s) assigned, leads, successes, sales,
calls handled and a great deal more. In addition
talk time, time in wrap, time waiting for calls,
pause and breaks are all displayed clearly. |
| A few examples include: |
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Daily Activity Report |
(Click to enlarge)
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The report displays a summary of
each agent and can be set for a specific
date for any project for an individual
agent, a group of agents or all agents. |
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Daily Project Report |
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This report displays all call centre
activity by team for any one day,
enabling managers to compare how
effective various campaigns are on
different days of the week. |
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Campaign Summary |
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Compares productivity between
campaigns, detailing active time, sales
per hour and other information.
Analysing this report will provide
critical data to help determine which
campaign is most productive. |
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Agent by Campaign |
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Breaks down the information by
projects for each agent or team. The
report enables the user to see each
campaign on which an agent has worked
for any date range, and the ability to
compare productivity between campaigns. |
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Campaign Agent Report |
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Displays call centre results of all
projects broken down by team and agent
over a given length of time. |
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Idle Time |
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This report tabulates idle time by
project for any specific date range. |
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Request Information |
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Copyright 2009 TouchStar Call Centre Software. All Rights Reserved.