Reporting and Administration

Reporting

In today's fast paced world, information is power. Without meaningful and easily analyzed data, contact center managers cannot accurately measure the performance of their operations and IT/Communications Managers cannot monitor the effectiveness of their communications infrastructure.

Having the information to make the right management decisions at the right time can make a positive impact on customer satisfaction and ultimately on your organization’s bottom line.

ZCC’s on-board database collects ‘cradle-to-grave’ statistics on every facet of every contact, whether it was by phone, email, fax, web chat or web callback. In contrast to many other reporting packages, ZCC allows you to report on all contact types within your contact center and enterprise wide from the one platform. Over 200 reports and graphs are provided.

ZCC Reports empower users to run customized reports about their contact center agents, call handling and system setup.

Operator Reports enable you to analyze Console use statistics. Choose specific operators, queues or indials to be included in your report.

Queuing Reports make it easy to analyze how queues and agents are handling customer contacts. You can also review general system operation and call frequency or duration.

Voice Messaging Reports assist you to analyze how users are utilizing their mailboxes and to review your system configuration.

Security privileges control your ability to log in and generate reports.

Reports are divided into the following main categories:

• Detailed Reports- Overviews information on a short-term basis (i.e. daily)
• Historical Reports- Reviews information on a long-term basis (i.e. monthly or weekly)
• Voice Messaging Reports- Reviews voice messaging and mailbox use information
• Operator Reports- Reviews operator calls and Console use information
• Fax Reports- Overviews information about inbound and outbound fax usage
• Personal Reports- You can set up your own Personal reports section for commonly used reports. Batch and scheduled reporting options are also available.

Administration

• Setting up and a managing your contact center or unified communications environment has never been easier. Every aspect of your ZCC solution can be altered from your desktop with a click of the mouse.
• ZCC simplifies administration tasks by providing administrators with wizards, add/edit screens, default settings and a graphical user interface (GUI) to set up agents, queues, patterns and other system parameters.
• Online Help and built-in Tutorials give administrators (and users) immediate access to relevant, step-by-step information as they need it.And the Copy Manager saves time by allowing administrators to duplicate the properties of one system setting (i.e. a queue or class) when creating a new one. Multi-editing facilities save even more time by allowing the system administrator to access groups of entries simultaneously. Integrated live updates mean that any changes made will take effect immediately. A full audit trail tracks all changes to the Administrator settings and the three-tier client server architecture supports remote administration while maintaining data integrity.
• With ZCC you don’t need to rely on highly paid technical staff or third party organizations to make changes.

Required Modules

Reporting and Administration requires the CT Control application. Zeacom's Custom Reporting module enables organizations to use third-party reporting packages to manipulate data and build unique reports.