Managing contact center operations without full visibility on key metrics is not just difficult. It’s impossible. While our real-time dashboards make it possible to monitor exactly what is going on right now, making informed staffing decisions often requires the ability to measure performance over different time intervals. With a library of hundreds of reports available right out of the box, and the ability to add custom reports, Intermedia Contact Center provides managers with the necessary agent performance and queue activity metrics to make the right decisions.
Daily, weekly, monthly and yearly Agent performance
Daily, weekly, monthly and yearly Queue performance
Detailed serviced, abandoned and missed calls reports