Connect First’s hosted contact center platform delivers hundreds of detailed “out of the box” reports including inbound/outbound reports, agent reports, survey reports and more; and each report contains dozens of sub-reports. These reports are invaluable for driving agent performance, as well as making timely business decisions based on changes in customer behavior. The system’s report scheduler allows supervisors to schedule reports to run when they want – weekly, daily, hourly, etc. In addition reports can be automatically emailed to supervisors, managers and upper management.
Connect First CDR Tools provide all standard call center reports, although customized reports can be added by our engineers and placed within your available tools. These detailed reports capture all call records and break this data down into various modules of the Connect First platform, including Inbound Calls, Outbound Calls, Tracking, Agent and Administration. Each module offers a rich suite of sub-reports, allowing you to view your call detail records and other data in formats that are logical, intuitive and usable.
Key Call Detail Record (CDR) Reports
Inbound and Outbound CDR Reporting – Call detail records available on-demand in the output format best suited to your needs.
Online Call Detail Records – View call records through our intuitive Web interface. The Connect First platform allows you to make notes pertaining to the call and listen to call recordings all within the interface.
Monthly/Daily/Hourly Rollup - Design rollup groups for call detail records according to your viewing needs.
Inbound Statistical Reports – Gain access to inbound call center performance at a glance. The administrative overview shows calls presented, accepted, abandoned, and average talk time and average queue times.
Outbound Statistical Reports – Outbound call center performance available at a glance. Gain access to detailed reports on dials per hour, connect rates, dispositions breakdowns, and call center agent efficiency ratings.
Call Center Agent Reports - Guarantee highest levels of call center quality assurance with call recording.
Call Center Tracking Reports - Real-time visibility into inbound phone call originations and outbound phone call destinations.