Enterprise Reporting
The CEGURA Enterprise Reporting Suite provides timely and accurate performance analysis data related to your specific needs and operational goals. Through an in-depth assessment of your reporting needs in the initial stages of your account implementation, collectively we will outline your key performance indicators and design a reporting solution that is right for you.
- Metrics Monitored
- Reporting Delivery
- Custom Reporting
Metrics Monitored
CEGURA’s Enterprise Reporting Suite provides specific statistics on your account for every individual call and the average of all calls organized in 15-minute intervals throughout the day. Our reporting is conducted 24 hours a day, and is available to you in real-time up to the last 15-minute interval.
The Enterprise Reporting Suite tracks elements of the call such as:
- Service Levels
- Calls Offered and Calls Answered
- Abandoned Percentage
- Types of Abandons
- Average Queue, Talk, Wrap and Handle Times
- Total Queue, Talk, Wrap and Handle Times
Reporting Delivery
CEGURA Enterprise Reporting Suite operates on a flexible platform that allows for delivery via a secure web portal, FTP site or email. The timeline for delivery of all reporting is based on pre-programmed intervals that suit the needs of each individual client.
Custom Reporting
CEGURA has designed the Enterprise Reporting Suite to meet the needs of our Dedicated clients. We also recognize that you may have specific needs that require a custom reporting solution, which we are happy to provide. If this is the case, an in-depth consultation of your reporting needs is conducted to develop the best reporting solution for you to supplement the CEGURA Enterprise Reporting Suite.
