Contact Center Reporting Tools

Real time statistics and historical reporting packages – one of the most powerful features of the Daktela platform.

There is no need to wait for the end of the week or month to see your performance. Daktela Reporting provides tools for real time reporting designed for the management of contact center operations with many standard reports available showing historical statistics.




BASIC FEATURES

Realtime panel with live monitoring

The Realtime panel is designed for the management of your contact center operation. It shows the current status of logged in agents, queues and open activities across all channels, etc. It is also possible to use the panel to monitor phone calls live.

Wallboard

Daktela Wallboard is an application which provides a clear display of the immediate status of the contact center on an LCD screen or in the browser. Each individual team leader’s view can be customized with the help of predefined widgets.

Historical statistics and reports

Daktela Reporting offers a full range of predefined historical reports for all supported communication channels. It can be used by team leaders to evaluate the performance of their contact center.

Exporting reports

The Daktela Reporting module allows the export of all historical statistics in CSV or Microsoft Excel formats. Once exported, this data can be further processed in pivot tables, etc.

Advanced filters

Our Reporting tool comes with advanced filtering which can be based on several different parameters such as users, queues, time, call statuses, etc.

Group reports together

When reporting you can group all necessary reports together. You do not have to click on each report separately. Each report can include a variety of comprehensive statistics.


ADVANCED FUNCTIONS


api


Get the raw reporting data through API

The Daktela platform provides a programming API interface including realtime API. You can even write your own agent’s control toolbar directly into your application using realtime API. There are API functions for obtaining historical data and activities, including call recordings, Webchat / SMS / Facebook transcripts, etc. Using advanced analytics, it is possible to use any third-party BI tools or existing ready made integrations.



OTHER REPORTING OPTIONS
with Daktela:




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