What this is for
Some questions are only answered over time. Reports show what happened across weeks and months — and let you prove it.
They are put together by drag and drop from the available figures. Anyone who needs a different view builds it themselves.
The difference
Service level and availability over longer periods — demonstrable, not asserted.
Without
The figures for the quarterly review are assembled by hand from separate reports.
With
The report is in management’s inbox on the first of the month.
What the module does
Assemble
Build reports from metrics by drag and drop.
Scheduled
Generate automatically and send by email.
Demonstrate
Demonstrate service levels against agreements.
Spot patterns
Seasonal patterns for workforce planning.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Assembly
- By drag and drop
- Delivery
- Scheduled, by email
- Period
- Days to years
- Deployment
- On premises or data centre
