Alceo > Products and Solutions > UniStatWeb – Historical Call Center Statistics

UniStatWeb – Historical Call Center Statistics

Software module for the  processing and extraction of statistics from the historical data of the call center. Available as a client module or via web.

UniStatWeb, integrated natively with the Business Communication Server, allows remote access to your statistical profiles via a regular Internet connection.
Features include:

  • Statistics printout;
  • Export of calculations and graphs to other programs;
  • Save a statistic;
  • Dashboard (simultaneous calculations);
  • Scheduled operations; scheduled report via email;
  • Query-based statistics allowing complete control of the database by means of SQL queries prepared by the user

Examples of Call Center Inbound Reports

UniStatWeb

 

  • Summary of request classes (list of queues and general data/total for each queue/activity)
  • Request Class analysis (totals and results for individual queues or groups of queues/activities)
  • Performance analysis (totals for every minute/hour/day/week/month of a queue)
  • Queue length analysis (chronology of queue length)
  • Operator summary (list of operators and summary of their telephone activities relating to the contact center)
  • Operator analysis (for a single operator or group of operators, breakdown of call center telephone activities)

Examples of Call Center Outbound Reports

  • Classification of the telephone activities of a campaign
  • Classification of the vocal prompt activities of a campaign
  • Classification of the fax activities of a campaign
  • Classification of the SMS activities of a campaign
  • Classification of the email activities of a campaign
  • Analysis of the completion thresholds of a campaign
  • Classification of the responses given to a campaign interview
  • Classification of the applicative results of a campaign
  • Chronology of the results of the activities carried out in a campaign