Customer IntERACTION Management (CIM)
Our CIM app is an advanced Reporting and Dashboard application, developing reports and real time dashboard help contact center decision makers to analyze agent performance and the whole contact center performance which helps to improve customer satisfaction
Agents’ monitoring and performance enhancements? You are on top it with real-time dashboard Decisions and contact center management? With Automated and manual historical reporting, you are ready more than ever to make informed-decisions and develop your contact center business
The impact
- Empowers your adherence to compliance requirements.
- The most rich source of information to help you improve your contact center operations and enhance your service.
- Store, retrieve, and evaluate your agents-customers’ calls according to business needs through an interactive dashboard and advanced reports
Features that really matter:
We deliver real-time visualization, dashboards, and reports that pull data from multiple data sources.
Advanced Reports
Agent productivity report
Agent SLA report
Agent activity report
KPIs report
Not reason codes report
Post call survey report
Wrap-up codes report
Self-service’s report
Dashboard
Segment component
Queue detailed component
Callback component
Incoming Per Queue Component
SLA Monthly Component
Queue Detailed
Agent Dashboard component
Call back dashboard component
High Level dashboard component
Longest Talk Component
Color codes for some dashboard
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Reporting
- Multiple reporting filters.
- Saving reports capability for further regeneration
- Export reports with the following formats PDF, XLS, CSV, or E-mail attachment
Predefined Reports
- Received calls Detailed Report
- Received calls Summarized Report
- Detailed Agent login Report
Customized Reports
- Agent productivity report
- Agent SLA report
- Agent activity report
KPIs report
No reason codes report
Post call survey report
Wrap-up codes report
Evaluation Report
- Service Level Report by Time/ hour/Month/ Days
- IVR Calls Surveys Reports
- SMS Statistics Report
Total Number of Calls per Agent report
Dynamic Dashboard
- Queue detailed component (Daily)
Callback component
Incoming Per Queue Component
SLA Monthly and daily Component
Queue Detailed Component (interval)
Callback dashboard component
Longest Talk Component
Color codes for some dashboard components
Interval Values for (Longest call, longest wait, Longest Talk and Longest Hold Components).
IVR Tree Component
Callback Summary Component
Callback channels Component
Inquiries Component
Monthly presented, handled, abandoned and callback component
Update Incoming per queue chart interval
Calls Per Interval Component
Current agent status
Best agent of the week
Avg talking and waiting time
Number of presented handled and abandoned calls
Calls in queue
Agent current status grid
Evaluation summary
Historical data
Change dashboard theme (dark – light)
Create group of agents for dashboard
Configure week start/end day and time
Normal/Short Abandoned Calls
Best Agent per queue
Sync with Active Directory
- Ability to manage active directories
- Ability to sync users from active directories
- Ability to manage active directories’ users’ roles
High Availability
- High availability active/passive clustered environment
- one server is the publisher while the other is the subscriber.
- Windows service to send an email notification in case of Tomcat failure on any of HA servers.
Powerful & flexible reporting module
- Allowing the user to extract the reports according to various criteria.
- Many report styles are available enabling the user to apply his own style by choosing the report’s color and uploading his logo.
- All reports can be saved for further regeneration.
- Report production as PDF, RTF, XLS, CSV, HTML or E-mail attachment.
- All reports can be previewed before generation.
- Pie & Bar graphs report generation.
The reporting module provides the user with below predefined reports:
- Detailed reports for received agent calls
- Detailed reports for Agent login
