Real-Time Reporting

Contactual provides standard historical reporting with extensive filtering capabilities. Reports are generated on demand and can be selected by date interval, agents, agent groups, queues and media type. Reports are accessible through the supervisor agent GUI or can be delivered in Excel spreadsheet format. The reports can be further customized, analyzed and manipulated by Excel’s familiar functions.

Benefits of Contactual’s reporting functionality include:

• Access vital canned or ad-hoc contact center statistics on demand
• Analyze historical reports and trends, identify areas for improvement
• Use a familiar application - Microsoft Excel - to further customize the reports and analyze the data