BeneReports Service Call -module collects user event-level data from service calls. The included standard reporting application contains the following service call information at the User detail level:
Incoming calls
Answered calls
Handled calls
Answer percentage
Handled percentage
Calls from unique numbers
Waiting time
Talking time
BeneReports Service Call Custom
Customer-specific customized reports that are based on service call data. Reports are embedded to existing BeneReports Service Call User interface and/or scheduled as PDF to specified email addresses.
BeneReports Service Call Monitoring
BeneReports Service Call Monitoring is an add-on that enables data collection in near real-time. The included standard monitoring application contains the same information as the corresponding reporting application but in a more detailed time dimension. It also includes the current view to call service channels, ongoing calls, available agents, and current service channel waiting times.
Requires BeneReports Service Call.
BeneReports Service Call Manager
Service for a user who needs access to Service Call Reporting or Monitoring.