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

Call Center Statistics on IP-PBX

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

The Call Center Statistics module is available in two versions:

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

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…
  • Answered
  • Unanswered
  • Distribution
  • Service-level
  • Charting
  • Import/Export
  • Real-time
    • Queue Summary
    • Call Waiting Detail
    • Agent Status
  • Search
    • CallerID
    • Agent
    • Queue
    • Period
    • Duration
  • Customization options
  • LC0025 – Pro version add-on for CXE2000
  • LC0027 – Pro version add-on for CXE3000
  • LC0052 – Pro version add-on for CXT3000 “Blue Steel”
  • LC0029 – Pro version add-on for CXT4000 “Blue Steel”
  • LC0026 – Pro version add-on for CTS2000 – TwinStar Plus configuration
  • LC0028 – Pro version add-on for CTS3000 – TwinStar Plus configuration
  • LC0053 – Pro version add-on for CXTS3000 – “Blue Steel” TwinStar Plus configuration
  • LC0030 – Pro version add-on for CXTS4000 – “Blue Steel”TwinStar Plus configuration

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

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

 

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