Reporting

Delta On-Call provides rich reporting features for call center managers, agent supervisors, IT organizations, and customer satisfaction auditors. Web-based reporting includes pre-configured and custom reporting capabilities to identify events in real-time and in retrospect. Graphical displays along with configurable reporting parameters make it easy to pinpoint analysis and share information. Features and benefits include: 

• Dynamic Reports – A comprehensive range of real time call center management statistics ranging from a high-level overview to drill down to individual agent states. Primary areas of dynamic reporting include:

• Historical Reports – Enable an ability to specify a time frame and identify call service performance, group statistics, and individual agent session reports and call audits.
• Agent Profile – Tracks profiles assigned to agents and groups. Also provides device-level information including the servers accessed by a particular agent interface.
• Schedule Reports – Pull down menus and configuration screens allow managers to select reporting parameters by date and time. Standard time frames range from the quarter hour to weekly and beyond. Reports can also be dynamically generated for threshold violations such as critical queue times.
• Workforce Management Data – On-Call interfaces to systems such as Aspect TCS, Blue Pumpkin (Verint), Performix (Nice), and Teleopti providing a foundation for “what-if” analysis and general resource planning and allocation.