Unified Advanced Reportistic

Historical, personalised, real time reports

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CENTRALISATION AND OPTIMISATION OF YOUR CONTACT CENTRE DATA

In many businesses, disconnected systems lead to fragmented data, making it challenging to access accurate and complete insights.

BeInContact, our Cloud-based Omnichannel platform, streamlines all communication channels into one intuitive web interface. This allows you to replace fragmented reports with a unified, real-time view of your Contact Centre’s key metrics, KPIs, and performance indicators – across phone, chat, email, WhatsApp, and more.

HISTORICAL REPORTS FOR ALL YOUR BUSINESS’ NEEDS

BeInContact provides advanced reporting tools tailored to meet your business’s most important needs. With user-friendly dashboards, you can easily extract and analyse service metrics, track performance, and plan future strategies. You’ll be able to monitor agent status, call durations, volumes, types, service metrics, and more – all in real time.

Access reports effortlessly through a streamlined web interface, with options to schedule automatic, recurring email delivery.

You can fully customise reports layout to fit your exact needs, aggregating data and adjusting content as required. Through Custom Reporting, you can build tailored reports that address the specific demands of your business or industry.

WALLBOARD: A NEW WAY TO KEEP TRACK OF YOUR PERFORMANCES

With BeInContact’s Wallboard Builder integrated into the Agent Desktop, you can showcase real-time business metrics on shared screens in a dynamic, easy-to-understand format. Supervisors can track queues, services, and agents through customisable dashboards, interactive panels, and widgets.

Service metrics are displayed as graphical widgets, allowing supervisors to set up alerts, charts, and tailored visualizations. The Wallboard display in the Contact Centre helps agents keep an eye on service SLAs, making it easier to efficiently plan tasks and breaks.

CRM INTEGRATED REPORTISTIC

With BeInContact’s native features and seamless integration capabilities with third-party systems, you can effortlessly transfer all performance data directly into your CRM. This ensures you always have access to unified and customizable reports that encompass all relevant service metrics.

Key parameters – such as interaction type, channel, outcomes, wait times, queue statistics, IVR selections, and more – are automatically sent to your CRM.

Supervisors and Team Leaders can leverage the advanced capabilities of their CRM through BeInContact’s integration, enabling them to view service metrics directly on their dashboards. This empowers them to transform historically quantitative data into valuable qualitative insights.