Reporting

Reporting and analysis are very important for supervisors in the contact centre environment. Anywhere 365 includes advanced reporting tools which allow you to analyse data and generate reports to monitor the performance of your agents, along with the effectiveness of the contact centre.
There are over various reporting tools to use. The broader reports give supervisors insights on a variety of analytics, including

  • turnaround times
  • customers’ average waiting time in the queue
  • missed calls, call durations
  • busy or quiet periods

Additional reports can be generated to create comparisons or overviews of months and years, or significant events, such as the impact of COVID.

The system also enables reporting for individual agents, which allows for coaching and mentoring. A very important point in ensuring that this works effectively is agents use their status indicators correctly.

Find out more about reporting using Power BI.

Monitoring and call recording

Call recording is a useful Anywhere 365 feature available to UCCs. It serves the dual purpose of ensuring accountability and assists with mentoring and coaching of agents.

Calls can be downloaded in Edge or Internet Explorer from the Dialogue Overview report.

Another very useful monitoring function for supervisors is the Listen In feature. This allows supervisors to listen in on calls to monitor agents and provide advice and feedback. The Whisper feature allows the supervisor to speak to or coach the agent during a call without the customer hearing. This also helps to facilitate training and mentoring.

Report types

Contact Report
Contact Report displays all information relevant to all contacts. From here, you can zoom in on a single contact or continue to one of the other linked customer reports.

Skills Report
Total Skills display all information relevant to all skills. From here, you can zoom in on a single skill or continue to one of the other linked skill reports.

Agents Report
Total Agents display all information relevant to all agents. From here, you can zoom in on a single agent or continue to one of the other linked agent reports.

Transferee Report
This report contains all information about transfers, including who is sending and receiving them.

Status Overview
This report displays all useful information of agents’ status-changes. This can be of all status changes or a selection of statuses, depending on the parameter configuration.

Dialogue Overview
This report displays all useful information related to calls. This can be all calls in a combined overview or a selection of calls, depending on the parameter configuration.

Classification
This report displays classifications set by agents, with additional information.

Quality Monitoring Report
This detailed report displays the feedback the customer gave in the quality monitoring.

Hunt Overview Report
This report displays all useful hunting information. This can be all hunts in a combined overview or just a selection, depending on the parameter configuration.