AltiReport is a web-based reporting application that can generate up to 40 detailed CDR reports, including
personalized reports according to agent, workgroup, and DNIS. A report summary and analysis is also available for each report.
Features
AltiReport supports multiple users through unique login credentials.
Each user can setup customized queries, maintain "favorite" reports, and setup automatic report delivery via email through
customized schedules.
Available Reports:
Agent Report
Detail:
— Activity Event
—
Call Detail Report
Summary:
— Performance Summary
— WG Calls and Direct
Call Activity Summary Report
— State Summary Report
— WG Inbound Calls Summary Report
— WG Outbound Calls Summary Report
— Direct Calls Summary Report
Analysis:
— Call Volume Analysis
— Average WG Call Handling Time Analysis
— % Contribution to
each WG (Inbound/Outbound)
— WG Call Handling Time Distribution
Workgroup Report
Detail:
— Call Detail Report
Summary:
— Agent(s) State
— Agent(s) Performance Summary
— Agent Call Activity Summary
with % Analysis
— Agent Call/Time Contribution % Comparison
— Inbound/Outbound Call Summary
with % Analysis
— Inbound Calls Wait Time Summary
— Inbound Call Handling Summary
— Outbound Call Handling Summary
Analysis:
— Inbound Answered Call Wait Time
— Inbound Abandoned Call Wait Time
— Inbound Overflowed/Redirected Calls Wait Time
— Inbound Calls Answering Time
— Outbound Call Handling Time
— Inbound Call Priority
— Cumulative Inbound/Outbound Call
— Cumulative Inbound Call Wait Time
—
Cumulative Inbound Call Handling
— Cumulative Outbound Call Handling
— Total & % Inbound
Calls ANS/ABN/OFL
— Total & % WG Inbound Calls in Queue
— Average Call Handling
Time
— Total Outbound Calls
— Total Outbound Calls Handling Time
— Daily
Max Number of Calls in Queue
— Daily Longest Queue Time
— Daily Real Time Service Level
DNIS Report
Detail:
— Call Detail Report
Summary:
— Call Summary