iCS insight is a business productivity tool delivering powerful call data visualisation via a predefined dashboard and wallboard. Intuitive dashboard The at-a-glance dashboard monitors performance to visualise call activity such as: Hourly / daily call distribution Call activity by DDI / extension / user Missed call summary Unreturned missed calls by caller ID Business wallboard The pre-configured wallboard displays key business metrics (DDI, user and business summary). iCS Report iCS Report delivers enhanced-level call reporting and analytics. Access configurable dashboards, wallboards and detailed reporting. Run and schedule reports. iCS Report features include: Schedule reports for ‘yesterday’, ‘last week’, ‘last month’ or custom dates. Browse an extensive catalogue of reports or use filters to customise your own. Report on call activity by extension, department, hunt group, DDI and user, including total calls, destination, talktime and ringtime. Incoming call analytics measure call volumes, targets, grade of service, percentage calls answered, call abandoned, longest waiting and unreturned missed calls. Executive reports collate data from multiple reports, and provide observations & recommended actions. Customised dashboards and wallboards. iCS Report Premier iCS Report Premier enhances the functionality of iCS Report by adding live call statistics and monitors contact centre queues and agents. Monitor call activity via live dashboards, reports and wallboards for up to the minute contact centre analytics and granular reporting. iCS Report Premier Features include: Real time reporting; live calls waiting and call handling statistics by agent and ACD call queue. Report on total calls, destination, talktime, ringtime, grade of service, percentage
iCS insight is a business productivity tool delivering powerful call data visualisation via a predefined dashboard and wallboard. Intuitive dashboard The at-a-glance dashboard monitors performance to visualise call activity such as: Hourly / daily call distribution Call activity by DDI / extension / user Missed call summary Unreturned missed calls by caller ID Business wallboard The pre-configured wallboard displays key business metrics (DDI, user and business summary). iCS Report iCS Report delivers enhanced-level call reporting and analytics. Access configurable dashboards, wallboards and detailed reporting. Run and schedule reports. iCS Report features include: Schedule reports for ‘yesterday’, ‘last week’, ‘last month’ or custom dates. Browse an extensive catalogue of reports or use filters to customise your own. Report on call activity by extension, department, hunt group, DDI and user, including total calls, destination, talktime and ringtime. Incoming call analytics measure call volumes, targets, grade of service, percentage calls answered, call abandoned, longest waiting and unreturned missed calls. Executive reports collate data from multiple reports, and provide observations & recommended actions. Customised dashboards and wallboards. iCS Report Premier iCS Report Premier enhances the functionality of iCS Report by adding live call statistics and monitors contact centre queues and agents. Monitor call activity via live dashboards, reports and wallboards for up to the minute contact centre analytics and granular reporting. iCS Report Premier Features include: Real time reporting; live calls waiting and call handling statistics by agent and ACD call queue. Report on total calls, destination, talktime, ringtime, grade of service, percentage