PROGNOSIS IPCC Management Reporting
PROGNOSIS delivers the real-time and reporting metrics you need to take control of your contact center environment.
In a contact center environment, real-time information is key. Agents, team leaders, supervisors and managers must know what is happening as it is happening.
PROGNOSIS IPCC Management Reporting is a customized solution offered by the PROGNOSIS Solutions Group. It gives you real-time visibility into the performance and throughput of Cisco IPCC Enterprise and Cisco IPCC Express contact centers. It is designed to supplement the standard WebView reporting tools in Cisco IPCC Enterprise and the reporting plug-ins in Cisco IPCC Express.
PROGNOSIS converts data captured by these systems and turns it into information that is meaningful to contact center business operations. Customized real-time wallboard reports, agent activity reports and end-to-end reports deliver the depth of insight you need to optimize your IPCC environment
PROGNOSIS IPCC Management Reporting delivers:
- Customized reports for monitoring and measurement of agent performance in real-time
- Management reports to monitor agent activity to predefined service levels
- Call queue-length monitoring to alert when calls are waiting in queues for lengthy periods of time
- Resource utilization monitoring to optimize and deploy contact center staff to the busiest areas of your business
- Cradle-to-grave reports to reveal patterns of throughput, allowing you to optimize call efficiency
To create even more meaningful reports, PROGNOSIS Solutions Group consultants can extract data from other databases, including those containing customer relationship management data and non-IP IVR records. If you want reports that mimic the content and style of those produced by other contact center solutions, then PROGNOSIS IPCC Management Reporting will do that too.
When you want to manage your contact center more effectively and efficiently, PROGNOSIS is the solution you're looking for.
Learn more about effective management reporting for Cisco IPCC environments that looks below the surface and gives you insight into every detail of every call.
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