Interactive Intelligence Customer Interaction Center® (CIC) provides a powerful set of reporting tools, including real-time monitoring, historical reports, and customizable dashboards that allow you to track and improve contact center performance. Use one of the many standard reports or choose from available templates to customize reports to your needs.
Offering flexibility and ease of use, CIC’s reporting tools help you identify problem areas that require attention, measure agent performance, align operations to business goals, and ultimately improve the customer experience.
Real-time Monitoring & Reporting
Interaction Supervisor delivers critical information on contact center operations in real time. Receive alerts on issues as they happen and take action before they become big problems.
- Receive alerts or be notified on critical events and exceptions.
- Drill-down on selected statistics.
- Access agent or queue performance information.
- See service level data in real time, and compare it to the previous period or shift performance.
An additional reporting feature, Interaction Detail Viewer, allows a supervisor to pull up information about any interaction in the system through a visual interface. Cues allow the user to easily identify how many times a call was transferred, placed on hold, or recorded – and so on. This provides a more robust method of searching for interactions and allows for improved performance.
More importantly, Interaction Detail Viewer lets supervisors quickly analyze problem calls and use that information to recommend actions – such as training an agent the same day or calling an unhappy customer to immediately resolve an issue.
Historical Reports
Select what you need from among a large number of reports in Interaction Reporter.
• Queue performance
• Agent productivity
• Interaction detail
• Line utilization
• IVR activity
• WFO
• Outbound campaigns
Both statistical and graphical views are available. Several display layouts allow supervisors to increase their effectiveness by designing the arrangement of the screen. Features like optional filters, grouping, and highlighting allow further customization of displayed content.