Reporting & dashboards, business intelligence

Transcription

1 TM Reporting & dashboards, business intelligence CyTrack CyReport is a powerful SQL database driven business reporting tool for telephony systems. The browser based user interface delivers reporting information via a large and powerful suite of intelligent reports. What gets measured gets managed Reports may be ed automatically on your own schedules, or run as ad-hoc reports. Create your own filters for deep analysis of your business and team performance. Features A large suite of powerful reports for system performance, service levels, grades of service and agent/ team evaluation. Automatic Scheduling of reports to print, or file (CSV, PDF, Excel). Logging, reporting and playback of call recordings via optional CyRecord. Multi-user and multi-site support. Account code tracking for project/item billing. Web based client. SQL database architecture and SQL reporting services reports architecture. Powerful carrier tariff interface. Directory and information services. Serial & IP call logging. Cloud or premise based. Modular upgrade options. Compatible with most telephony platforms. Business benefits Measure staff efficiency to improve productivity and customer service. Increase profitability by tracking and controlling costs and billing projects. Improve accountability due to divisional cost allocation. Better KPI management leading to enhanced contact centre service levels. Deliver powerful scheduled information to key personnel and stakeholders. Easily measure your key business metrics. Reports by system performance, grade of service, team or individual.

2 Upgrade options CyReport Business Intelligence Dashboard & Alert Management Centre. For added power and real-time information add our optional CyReport BI Dashboard. Whether you need telephone call accounting statistics, or call centre information for a wallboard, CyReport BI Dashboard has the answer. A user-configurable interface that lets YOU control what YOU want to see. You design your own business centre and then create thresholds, targets and alerts, giving you complete control over your business intelligence. Add voice recording with CyRecord For unique and centralised Business Intelligence, integrate voice recording and playback into one solution with our CyRecord application. Voice recordings are linked to the data reports and you can simply click within the report to play back individual voice recordings to review the content of the call. Voice Recording search and playback has never been this easy. Create powerful schedules and have a link to the selected voice recordings sent to your anytime. CyReport BI dashboard features At a glance performance statistics. Set targets or thresholds and be alerted of statistical changes by playing a sound, changing a colour, by and/ or SMS. User configurable. Desktop or web browser based for operation anywhere. Create unlimited profiles/ layouts. Multiple Graphs Figure, Grid, Bar, Pie, Speedo. Ticker tape with configurable settings for team messages. Data farm of statistics from CyReport, CyRecord, CyCC, CyCall or CyLive according to applications installed. Can be configured to external databases for additional data presentation. Optionally deliver voice recordings as well as data reports.

3 Dashboard > Files menu Reporting & dashboards, business intelligence From the File menu page, the user can see a list of all previously created dashboards. These can be global (visible by all users) or personal (only visible by the user). From this menu, the user can choose to see the dashboard in Live View, they can also choose to edit or delete a dashboard. Files Logged in as Rob Hill Log out My dashboards Global + Add dashboard Dashboard name Modified Live view Edit Delete My dashboard 123 Oct CX Solutions Suite Oct CX Solutions Suite B Sep Progress 1.2 Sep Totals Sep Progress 1.2 Sep Pie Sep Combo ABC Sep Progress 1.3 Sep Total cover Sep View of 28 Previous Next Dashboard > Edit mode Edit mode allows the user to configure and customise the dashboard. An edit tools menu is now visible at the top of the screen. By selecting Preview, the user can quickly view the dashboard in full screen mode, and clicking Live will go full screen and populate the dashboard with live data. From within Edit mode, the user can add, move, resize and customise a wide range of widgets however they choose, as well as add images such as a company logo. Files Save Preview Live Pie Progress Bar Speedo Clock CX Progress Box þ Combo T Text Picture Name Solutions Suite TM CX Solutions Suite B Default Global Delete

4 Dashboard > Edit mode > widget settings Each widget can be completely customised offering the user configurable statistics, pulling data from queue or agent metrics, real-time ACD or Custom SQL queries targeting any ODBC data source. CX Solutions Suite Configurable thresholds allow changing widget colours and raising or SMS alerts when threshold values are reached. The user can also update the look and feel of each widget by changing colours and fonts, allowing for truly unique widgets designed to suite the users specific requirements. CX Solutions Suite

5 Dashboard > Live mode Each dashboard can be set to Live mode at any time, displaying a full screen presentation of the finished layout populated with live data as defined during editing phase. Dashboards can be quickly and easily reedited at any time, allowing a truly adaptable and highly customisable reporting tool which can be suited to fit your business needs perfectly. Browser based architecture allows the software to run in any environment.