Call Center Statistics Modules for CompletePBX

 

Sample call center statistics module report

One example of a detailed report available in the Call Center Statistics supplied with CompletePBX.

The comprehensive call center statistics module available in CompletePBX is great for monitoring activity to improve efficiency of organization / employees.

Two versions are available:

  • Lite – Default on all CompletePBX systems
  • Pro – Add-on module for CXE, CTS series

LC0025 – Pro version add-on for CXE2000

LC0026 – Pro version add-on for CXE3000

LC0027 – Pro version add-on for CXE4000

LC0028 – Pro version add-on for CTS2000

LC0029 – Pro version add-on for CTS3000

LC0030 – Pro version add-on for CTS4000

Overview of Call Statistics Module for CompletePBX

The reports display accurate information for your call center activity in formatted tables and informative charts. Reports can be exported to pdf and csv (Excel) format. There are a myriad of metrics available: Service Level Agreement, Abandon Rates, Call Distributions, Agent Activity and a lot more.

Features Supported in Both Lite and Pro Versions

  • Answered
  • Unanswered
  • Distribution
  • Service-level
  • Charting
  • Import/Export

Features Supported in Pro Version Only:

  • Real-time
    • Queue Summary
    • Call Waiting Detail
    • Agent Status
  • Search
    • CallerID
    • Agent
    • Queue
    • Period
    • Duration
  • Customization options

Detailed Description of Features in CompletePBX Call Center Statistics, Lite Version

Feature

Description / Detail

Data import Data is available by using a cron job to import new data at scheduled intervals
Export Export reports into PDF format for presentations, or csv format for external data crunching
Reporting Answered, Unanswered, or Distribution
Distribution Reporting Analysis by day, week day, or hour
Answered Calls Reporting Analysis by queue, agent, disconnection cause, or service level
Service Level Reporting Answered Service Level Report
Unanswered Call Reporting Analysis by queue or disconnection cause
Sundry Reporting Agent Status, Queue Summary, or Call Waiting Detail
Charting Uses HTML5 and Java script, so no need for a flash-enabled browser

Additional Functionality Available in CompletePBX Call Center Statistics Pro Version

Feature

Description / Detail

Data import Data is available as the event occurs, i.e. in real-time
Export Export reports into PDF format for presentations, or csv format for external data crunching
Reporting Service Level Agreement, Abandon Rates, Call Distribution, Agent Activity
Distribution Reporting Analysis by queue, month, week, day, week day, hour, URL, as well as detailed reporting
Answered Calls Reporting Analysis by queue, wait time, agent, disconnection cause, duration, transferred calls, as well as a detailed reporting
Service Level Answered and Unanswered Service Level Reports
Unanswered Call Reporting Analysis by queue, disconnection cause, URL, as well as detailed reporting
Sundry Reporting Agent Availability, Sessions and Pause Durations, Call Disposition, as well as Detailed Paused Report and Session Report
Charting Uses HTML5 and Java script, so no need for a flash-enabled browser
Search Search data by Caller ID, agent, queue, duration ranges, or date ranges
Report Distribution Schedule automatic email distribution of multiple reports
Notifications Create automatic email notifications when variables exceed user-defined threshold values
Customization Customize reports with your own language, color schemes, date and time formatting, metrics, formulas, etc.
Real-Time Monitoring SPY option to listen to calls in progress with option to ‘steal’ the call
Real-Time Coaching Coach agents using whisper method during calls

For more information about how to get the most out of your CompletePBX phone system, download the CompletePBX v.3 Reference Guide.