Real-time & Historical Reporting

The NEC SV9100 Contact Center Server saves your company money by providing a cost-effective method of capturing, displaying, and reporting ACD group call traffic and staff activity. These reporting tools help your company evaluate its staffing requirements and agent performance.

In addition to providing an excellent means of monitoring call activity and agent performance, NEC SV9100 Contact Center Server ensures quick access to call traffic reports, wait time reports, and agent time logs. You receive valuable information when you need it in a clear format.

Real-time Monitoring

Supervisor Monitors and Agent Displays (delivered by UC Suite) provide real-time data on Agent and Queue states. At a glance determine if your customer level of service expectations are being met, or if additional agents need log-in to help with the call load. Some monitors will show summary information so you can view performance over a period of time. 

Historical Reporting

Historical reports allow you to look at past performance, giving you insight into past information on agents and queues over a period of time. Reports can be printed, export to Excel, saved to a folder, or scheduled to be emailed on a schedule.

Here are some of the questions a Call Center Report can help answer:

  • When do we receive the most calls?
  • How long do callers wait to talk to someone?
  • How long do callers wait before abandoning their call?
  • How many calls were answered per agent?
  • Who is answering the most/fewest calls?

Reports can take an assumption and make it a fact.