Business Call Reporting
Report quickly and effectively and share with key stakeholders.
This extensive functionality is underpinned by a wealth of statistical information that can be used to report on call activity. In addition to many other features, users of our Portal can benefit from;
- Historical reporting through the ‘Pulse’ reporting engine – run ad hoc reports and schedule for regular delivery via email
- Real-time reporting via the dynamic dashboard – create multiple dashboards containing a wealth of call data which can be monitored in real-time
In-depth reporting and statistics
Insight is the key to enhancing your inbound call experiences. An understanding of exactly what’s happening with your services can be used to tailor Myriad specifically to your needs.
For more comprehensive and detailed call requirements, Myriad has a built-in reporting engine – Pulse. This powerful tool lets you analyse call data more efficiently, with over 20 different report options, on an ad-hoc, daily, weekly, monthly or quarterly basis.
> Total calls and minutes
> Todays calls by outcome
> Agent and skillset performance
> Queue data Call records and call summaries for call queuing services
> IVR script logs Showing options selected by the caller within an IVR menu
> Dynamic Call Agent (DCA) Agent performance, call summary for DCA services, Skillset call data, agent activity log or agent status summary for given period
> DTMF data Report on callers’ telephone keypad selections when using the DTMF capture node
> Call Data Records (CDRs) Daily and downloads
Reports (where applicable) can be run against required periods, such as hourly, daily, weekly, monthly or within custom date ranges. Depending on the report type, the report can be run against an account or service numbers.
Where available, running reports ad-hoc in the portal will display data graphically as well as in a table, along with the option to download the data as a .CSV or Excel file.
The selected report and its criteria can also be scheduled to run automatically and be sent daily, weekly, monthly and quarterly (frequencies available depend on the report type) by email to a maximum of 10 recipients.