Teclan

CCM Report Server

Resources for the management of your contact center
Teclan CCM Report Server manages the data traffic and contact center response and generates comprehensive reports in real time or from historical data for a perfect evaluation of the performance of operations.

The information you need, the way you want it
The data generated by the Teclan CCM Report Server are presented as graphs and / or tables. You can use standard templates, modify them or create your own report using any combination of the available indicators. Additionally, you can customize the reports according to your preference by changing colors and style of graphics, size and ordering of columns, headers, etc.

Reports available at the right time
Through the Teclan CCM Report Server you can schedule the generation of different types of reports for dates and pre-defined times, according to the needs of each User. Thus, daily activities are optimized and the resources for management are available at the right time. Further, you can export the reports and share them among different users, allowing for integrated management.

Accurate indicators
The CCM Report Server allows the statistics data to be collected from various groups and services throughout the contact center. Among the information that can be managed through the solution are:

• Number of answered calls;
• The average attendance time;
• Number of transfers and consultations made to supervisory positions;
• Start and end of session at each position;
• Time of service queue;
• Absolute value and percentage of operating time and free time in one position;
• Care provided by rank and service;
• Number of calls made, with identification of the numbers called;
• Number and percentage of blocks with identification of reason;
• Among others.