Area code breakdown

(for answered and lost calls)

• Area code
• Number of calls
• Total calling time
• Average time per call (for taken calls)
• Average wait per call
• Average position at disconnection (for lost calls)
• The area­code breakdown can be run dynamically with different area­code substrings

Answered Calls

• Number of calls
• Total call length
• Average call length
• Average call waiting
• Minimum/maximum call length
• Minimum/maximum call waiting
• Total call duration
• Total waiting time
• Agents on queue
• Number of call taken per agent
• Service level agreement
• Disconnection causes
• Transfers
• Answered calls by queue
• Answered call, by direction (inbound/outbound)
• Answered call, by number of call stints
• Extensive call and stint detail

Unanswered Calls

• Number of unanswered calls
• Average time before disconnection
• Minimum/maximum time before disconnection
• Total cumulated time before disconnection
• Average position at disconnection
• Minimum/maximum position at disconnection
• Disconnection causes
• Unanswered calls by queue
• Distribution by length of unanswered calls
• Inclusive SLA of answered and unanswered calls
• Unanswered calls by key pressed (IVR menu selections)
• Unanswered calls, by number of stints
• All calls, by number of stints
• Full unanswered call detail

Inbound ACD Call Attempts

• Total ACD attempts sent to operators
• Average attempts for answered calls
• Minimum/maximum attempts for answered calls
• Total attempts for answered calls
• Average attempts for unanswered calls
• Minimum/maximum attempts for unanswered calls
• Total attempts for unanswered calls
• ACD attempts by terminal
• Average rings per terminal broken down by answered/unanswered call
• Total rings per terminal broken down by answered/unanswered call
• ACD attempts by queue
• Average rings per queue broken down by answered/unanswered call
• Total rings per queue broken down by answered/unanswered call

Call distribution

• Answered calls distribution per day
• Average / minimum / maximum call lengths per day
• Answered calls wait time distribution per day
• Average / minimum / maximum wait times per day
• Unanswered calls wait time distribution per day
• Average / minimum / maximum unanswered calls wait times per day
• Sales and contacts per day
• Answered calls distribution per hour
• Average / minimum / maximum call lengths per hour
• Answered calls wait time distribution per hour
• Average / minimum / maximum wait times per hour
• Unanswered calls wait time distribution per hour
• Average / minimum / maximum unanswered calls wait times per hour
• Sales and contacts per hour
• Answered calls distribution per day of week
• Average / minimum / maximum call lengths per day of week
• Answered calls wait time distribution per day of week
• Average / minimum / maximum wait times per day of week
• Unanswered calls wait time distribution per day of week
• Average / minimum / maximum unanswered calls wait times per day
• Sales and contacts per day of week
• The hourly reports can be fine­tuned to show half­ or quarter­hours as needed

Agents

• Number of available agents
• Total agent time
• Average agent time
• Minimum/ maximum agent session duration
• Agent availability
• Agent time on pause
• Billable and not­billable agent time
• Sessions and pauses per agent
• Average session duration per agent
• Average pause duration per agent
• Pauses per session ratio
• Percentage of time spent on pause
• Average pauses per session
• Answered calls (number, average duration, percentage of total) per agent
• Answered calls per service group
• Answered calls per agent location
• Full agent session details
• Full agent pause details
• Full agent session history (sessions and pauses combined)

Outcomes

• Total agents ACD time
• Total agent billable time
• Total agent non billable time
• Total Sales and SPH
• Total Contacts and CPH
• Conversion index
• Call results by outcomes and percentages
• Billable activities by time and percentage
• Non billable activities by time and percentage
• Detailed report of activities, sales and contacts per agent

Call Detail

• Date and time
• Caller ID
• Queue
• Waiting and talking time
• Disconnection cause
• Agent
• Asterisk call ID
• Number of ACD attempts
• Call code entered
• Number of stints (and full stint details)
• Server
• Timeline view
• Call grouping

Lost Calls Details

• Date and time
• Caller ID
• Queue that handled the call
• Disconnection cause
• Position at disconnection, if available
• Wait time before disconnection, if available
• Number of ACD attempts
• Call code entered by agent
• Key pressed
• Number of stints (and full stint details)
• Server

Real­time Center Analysis

• Caller ID
• Time entered
• Waiting time (updated in real time)
• Conversation time (updated in real time)
• Agents logged on
• Time and extensions of last logons
• Easy to read status panel
• User definable rules to trigger yellow and green alarms
• Number of agents per queue
• Number of ready / paused / busy on other queues / unknown agents on line
• Number of calls waiting per queue
• Number of inbound calls being answered
• Number of outbound calls being made
• Full server information
• Last call handled by each agents (time and queue)
• Call, agents and extensions remote control

Realtime Visitors Page

• Calls being processed
• Daily report for selected queues: Taken calls; n. calls, avg wait, avg talk time
• Daily report for selected queues: Lost calls: n. calls, avg wait, avg talk time

WebRTC Softphone

The Icon Agent page and the wallboard include an integrated WebRTC Softphone based on the popular JsSIP library. The softphone is fully configurable, and allows your agents to call directly through their browsers.