Contact Center Reporting
**Encompass is beta testing this new reporting capability. Please contact us if you would like to learn more.
Encompass Contact Center Reporting Solution (CCRS) utilizes SMSI’s UnifyTM platform to provide companies with the essential tools for their contact centers. Encompass CCRS includes Performance Management software that focuses on delivering historical and current status metrics from multiple platforms and data sources. Powerful enterprise solutions dramatically increase customer profitability.
Managers at all levels require accurate meaningful data. The CCRS solution standardizes the data and provides consolidated reporting with roll-ups and drill-downs for ease of use.
All modules are fully integrated with centralized solutions that show a complete picture of company performance and objectives using standardized multi-channel data.
Historical Reporting
The CCRS Historical Reporting exceeds expectations by providing an accurate corporate-wide reporting solution for companies with contact centers. This module uses Business Objects (Crystal) for the reporting engine and is integrated with all your reporting needs. Whether you have one site or multiple sites, Historical Reporting will provide you with very robust reporting capabilities. Companies of all sizes utilize the graphical or on-demand and automatic reporting features with valuable results.
The Historical Report Generator module provides a variety of reports useful for productive contact center management. Small and large contact centers benefit from the Historical Report Generator's robust and flexible reporting capabilities.
The Dashboard Manager provides self-serve analysis for end users and the IT efficiencies of an enterprise standard for performance management.
- Build dashboards without programming lets users build their own dashboards and analytics using pre-built templates, a freestyle design option, plus drag-and-drop functionality
- Using pre-built templates equips users with metric templates. Interactive gauges like speedometers, stoplights, Pareto charts, and geographical maps, are easy to use and understand.
- Meet multiple business needs by organizing dashboard pages into groups.
- Speed end-user adoption by quickly learning how to use Dashboard Manager. Users can personalize dashboard metrics, analytics, and reports on their own.
- Centralized security and administration reduces IT overhead.
CDR Reporting
The CDR Reporting module generates a variety of Account Code and Agent Call Trace reports. When activated on the switch, the Agent enters a numerical code into the telephone before ending the call. The reports record the number of times a specific code was used and calculates the average duration of that type of call. This report gives the supervisor a table with the account codes, category names, number of times that code was recorded and average duration of the call. Agent Call Trace reports allow the supervisors to gain detailed information regarding the calls made to and from each individual extension. The CDR Reporting module integrates with the ACD statistics to provide a more complete picture of call center activities.
Workforce Management
The Workforce Management module is critical to the overall productivity and ultimate success of a contact center. Workforce Management provides a comprehensive set of tools for managing the workforce of traditional contact centers, as well as today’s multimedia contact centers. Workforce Management tool was designed specifically to meet the varying needs of your specific environment. The software utilizes the historical call trend data, as well as contact center goals and expectations to produce a forecast and schedule that maximizes contact center resources.
The Workforce Management:
- provides highly accurate forecasts of staffing requirements
- automates the agent scheduling process
- monitors agent adherence to schedules
- tracks intra-day performance
- provides management reports for performance evaluation and planning
Unify Query, Analysis & Ad-hoc Reporting
The Query, Analysis and Ad-hoc Reporting module is designed for casual users and report consumers to benefit from an easy-to-use, zero-footprint product that allows for step-by-step query creation and on-report analysis on demand. It allows the user to have self-service access to information that is interactive and is secure and controlled. All users benefit from:
- Powerful integrated query, reporting, and analysis over the web
- Ease of use with minimal learning curve
- Best web architecture for enterprise-wide and extranet deployment
Query, Analysis and Ad-hoc Reporting provides:
- Easy on-report analysis for report consumers
- Quickly drill into details
- Combine multiple tables and charts to share information as needed
- Perform analysis with one-click functionality
Dashboard
Maintaining consistent views of contact center performance throughout your organization is a difficult task. It is vital to ensure that everyone has similar and correct information so they can focus on delivering on the same goals. In order to make sound decisions quickly, you need to be able to provide users with the right data, to the right people at the right time, and present it a way they find the most useful.
The Dashboard offers metrics, alerting, and dashboard management capabilities to help you monitor and understand your contact center activities. Dashboards are easy to build, user friendly, and provide deeper analysis, allowing organizations to track metrics, gain insight from underlying analysis, and alter business rules as conditions change. Dashboard makes it easy to deliver dashboards across your enterprise by helping organizations:
- Monitor business performance
- Understand business drivers
- Deploy personalized dashboards
Future Offerings
Current Status Monitor
The Current Status Monitor is a real-time software module that enables managers to view ACD queue and Agent statistics, set alarm thresholds, and view a timeline of alarm activations.
With the Current Status Monitor, each user has the ability to customize views to accommodate the statistics that are important in that specific contact center. Users can choose from hundreds of queue and agent level statistics to customize individual real-time monitor sessions.
MessageSign
The MessageSign module delivers real-time information to contact center agents through signboards and other display hardware. This module provides agents with both real-time and historical statistics, which empower them to make better decisions regarding their work responsibilities. This helps reduce the minute-to-minute notification responsibilities of the supervisor. The MessageSign module allows for customization of many signs in the same chain, or in multiple sign chains.
SoftSign & WebSign
These modules are virtual signboards that display real-time and historical statistics, text messages and alarms directly on the agents’ computer screen. The SoftSign is often used to display individualized, agent or queue-level statistics, and messages on the agents’ desktops giving them the ability to make decisions based on current information. WebSign allows you to post critical statistics via the Internet. Managers, who are on the run or telecommuters fielding calls from their homes, use the WebSign to monitor the status of the contact center through their web browsers. These products allow agents to measure themselves against the queue statistics.
IVR Link
The IVR Link interfaces with both the switch and the IVR to calculate the approximate time a caller will have to wait in queue. By monitoring switch queues and agent activity, the IVR Link module calculates the average wait time, passes the wait time information out to the IVR to be broadcast to the caller.
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