CMS Report integrates fully with your Samsung Officeserv to extract and manipulate call data, providing intelligence about your business. Manage service levels, make informed decisions, maximise staff and resource productivity, avoid missed opportunities from dropped calls and deliver the highest levels of customer service.
Wallboards & Exec Summary
Monitor call activity to analyse performance using a range of metrics including:
Call activity by extension, department, DDI and user, including total calls, destination, talktime and ringtime.
Incoming call analytics measure call volumes, targets, Grade of Service (GoS), Percentage of Calls Answered (PCA), calls abandoned, longest waiting time (caller tolerance) and missed calls.
Creating and running reports can be time-consuming, so dashboards are available to deliver call information in a graphical way using a variety of tile displays. Predefined tiles include: Grade of Service (GoS), Percentage of Calls Answered (PCA), caller tolerance, hourly call distribution, and call activity by extension and DDI. Any report with any combination of filters can be turned into a tile and displayed as a graph, wallboard, speedometer or table.
Display key call metrics visually, in a format suitable to share on a big screen or desktop.
Also receive a high level summary of the business, including observations and recommendations. Multiple reports are consolidated into one single report, which can be exported or emailed to key decision makers.
Unreturned Missed Calls
A catalogue of standard, highly configurable reports is included, that can be customised to your exact requirements using filters. All reports can be exported as PDF/CSV files, emailed to any email address or scheduled to run at specified intervals.
Missed calls are defined as unreturned when either the caller has not called back and been answered successfully, or when a member of staff has not yet returned the call.
Unreturned missed calls are identified enabling a rapid recovery of abandoned or lost calls. This report can be displayed as a tile.
Effectively monitor an unlimited number of sites centrally. Optionally, local sites can also have their own individual analysis.