Custom Reports is a powerful, tailor-made report generator. It includes a wizard to guide the user step-by-step through the creation and design of reports, making report building quick and easy. This tool is fully integrated with the Presence solution, so that users can configure their own reports according to the specific needs of the Contact Center. Custom Reports allow users to make the most of the large volume of data handled by Contact Centers. Furthermore, operations reports and other business-related reports may be combined to obtain key business indicators to improve the strategy and management of your Contact Center.
Historical is a set of prepackaged reports for Contact Center management. With Historical you can measure a large number of metrics for your centers, campaigns and services; all without having to seek technical help from inside or outside the company because these reports are already part of the supervisor tool.
Real Time monitors contact management, production control by service or agent, the status of calls on hold and agents and can also measure the success of services and campaigns in real time. If you want to know the penetration level for a sample, production or status by service, the movement or status of calls on hold, Real Time can give you this information, and much more, all in real time.