PRISM – CALL REPORTING
Analyze your calling patterns from every angle. Your calling patterns have the ability to reveal black holes in your organization’s productivity. PRISM’s sophisticated, powerful reports deliver the REAL TIME information you need to respond rapidly, so you can manage your business more efficiently and effectively.
REAL TIME STATISTICS
See what you can do right now to deliver the best levels of customer service and performance. From one sleek, intuitive starboard, see:
- Calls Waiting Now
- All Inbound and Outbound Calls
- Inbound and Outbound Answered
- Abandoned Calls
- Longest Waiting
- Average Talk Time
- Total Talk Time
FULL ORBIT REPORTING
For every call received, see each leg of the call…report shows the call progression including how long the caller listened to the auto attendant, the number of times the phone rang before an agent
picked up the call, and the call duration. It also shows any time someone was put on hold, parked,
transferred, or conferenced.
ALARMS FOR KEY PERFORMANCE METRICS
Become aware at the time that processes are not meeting objectives. For example, in our “ka-ching!” report – abandoned calls show up in red, if they are called back it changes to green, all in real time.
ABANDONED CALL RECOVERY
Recover potential lost revenue and improve service by returning abandoned calls. Even contact centers with excellent forecasts and proper schedules experience periods where staffing cannot always match volume. Now you can do something about it.
INTERNAL CALL ROTATION TRACKING
Measure all call activity between departments and locations. Monitor every leg of the call to see if
there is any aspect of the activity that needs intervention.
EXTENSION BUSY LAMP FIELD
See who’s available or busy and for how long to better handle customer calls. Track the status of all
extension users and use your ability to move calls to the right extension at the right time.
BROWSER ACCESSED FROM MAC, PC, SMARTPHONE, TABLET
Viewable at virtually anytime, anywhere, on any device. Your data is no longer “stuck at the office”.
You can access the reports you need from anywhere in your universe.
TREND ANALYSIS BY HALF DAY/WEEK/MONTH
Monitor traffic trends to allocate resources optimally.
