Standard System-Level Call Reporting is included in the SpydurPBX, and can generate a variety of useful reports and graphs to allow the office manager to quickly and easily assess call traffic with in-depth analysis on an assortment of topics. Discover, prevent, and resolve potential capacity issues by viewing the peaks and troughs of call volume, showing capacities of your lines and agents, and reveal any increasing or decreasing trends over time. Further understand the breakdown and distribution of calls among agents with various call times and durations. Use the pre-built reports, or optionally create your own custom reports! Call Reporting includes full search capabilities on multiple criteria, and exports to 3rd party applications as a spreadsheet.
Call Center Reporting
The SpydurPBX offers the most comprehensive reporting and real-time monitor package designed specifically for Call Centers, both large and small, with complete analysis of Call Queues / Automatic Call Distribution (ACD)!
Report Designer Provides customized reports based upon chosen metrics and formulas
Scheduled Email Schedule Predefined or Customized Reports & Notifications
Real-time Monitoring Keep track of agents with enhanced integration for Operator Panel
Export Ability Save reports as a PDF or export data to CSV (e.g. Microsoft Excel)
Full Search Filter call records by CallerID, Agent, Queue, Date, etc for a specific call
Distribution: by queue, by month, by week, by day, by week day, by hour, by URL, and a detailed report
Answered Calls: by queue, by wait time, by agent, by disconnection cause, by duration, transferred calls, and a detailed report
Answered and Unanswered (Abandoned) Service Level Reports
Unanswered (Abandoned) Calls: by queue, by disconnection cause, by URL and a detailed report
Agent Availability, Sessions and Pause Durations, Call Dispositions, and a Detailed Paused Report and Session Report