REPORTING & ANALYTICS

No one can predict the future. But you can plan for it.

Without useful insight into your contact center, planning for the future can be a real challenge.

With 3CLogic’s advanced contact center reporting and business intelligence, the ability to monitor your customer service representatives' activities, campaign performance, and other KPIs has never been easier.

VIEW REPORTING DEMO


         Three Integral Points of View to Guide Your Next Move

 

Motivate and empower agents with Contact Center Wallboards.

View real-time contact center data quickly and turn it into actionable intelligence to share with your team and boost performance.

  • Drill down with filters and color-coded logic to help agents better realize call center goals.
  • Facilitate immediate feedback on problems to help managers make adjustments before they reach a critical stage. 
  • Make it easy for your team to measure where they are right now and where they need to be tomorrow.

 

 


Take command of your contact center team with Supervisor Dashboards.

Go beyond silent monitoring and get a comprehensive view of agents, projects and queues to more effectively manage your team in real time. Filter into key information to optimize time, sales dollar and improve the overall team performance.

  • Agent View: Observe each individual agent while they work and measure key stats, including: total talk time, average wrap up time, average idle time and not ready duration.
  • Project View: Line up your entire project portfolio for a bird’s eye view of activity to effectively assess and make strategic decisions for the health of your campaigns.
  • Queue View: Get a handle on hold times, abandoned calls and more to improve first call resolution rates and customer satisfaction. View service levels for each project to ensure full attention for every customer.



Historical Reporting provides essential business intelligence and insight.

3CLogic’s powerful reporting framework allows you to filter and drill-down into the contact center metrics that matter the most. Set reporting start and end dates to help focus on the most relevant information fueling your business.

  • Create highly visual graphs and charts that are as simple as click, drag and drop – say good-bye to clunky Excel spreadsheets!
  • Easily analyze inbound and outbound metrics to improve conversions, including: connection rates, number of contact attempts, processed leads, hold time, call duration and much more.
  • Quickly uncover trends by mapping comprehensive historical metrics to make informed decisions. 

Customer Success Story

"The biggest benefit of the 3CLogic integration is that
now we can easily manage all of our information in one place."

- Service Delivery Manager