Call Reporting

iCS Report Premier enhances iCS Report by adding live call statistics. Monitor queues and manage customer-facing teams via live dashboards, reports and wallboards.

Maximise staff and resource productivity, minimise costs, avoid missed opportunities from dropped calls and deliver the highest levels of customer service. Run reports on live calls waiting and view call handling statistics by hunt group, call queue and DDI. Extensive filter options are available on every report as well as the option to schedule as a regular report, export as PDF/CSV and email to any email address.

Analytics

Monitor up-to-the-minute analytics to meet SLAs and commitment targets and more.

Reporting

Live call reporting. Monitor hunt groups, call queues and incoming calls on users as well as reporting on critical metrics such as Grade of Service (GoS), Percentage Calls Answered (PCA), abandoned calls, longest waiting time and unreturned missed calls.

Team Stats

Essential team statistics at a glance via dashboards and wallboards. Display performance call queue parameters on group wallboards in real-time.

Presence

Monitor call handling presence. View the live status of call handlers and monitor analytics by call handler.

Resourcing

Staff resourcing to review performance and use “what if” calculations to forward plan staff shifts.