For our CC/SC/AC users, Zylinc has developed a statistics module with reporting functionality and overview on call handling, efficiency of agents, and information for workforce planning and adjustment of all call flow, in order to use e.g. Contact Center resources efficiently.
User Experience is the key in all our solutions and we have recently redesigned our statistics portal with focus on User Experience resulting in an intuitive and userfriendly interface.
Standard statistics is always included when buying our Contact Center, Service Center or Attendant Console solution and gives a constant overview over employees, e.g. who is logged on to the system, who is busy, who is logged out, and who has been disconnected from the system.
Advanced statistics with Meridix can be bought as an add-on to our solutions – on-premise or Cloud. With the Zylinc advanced statistics solution you can schedule reports in e.g. Excel, CSV or PDF and even include data from third party API’s. Unique call reports with statistics on call Handling, call Totals and agents performance. Advanced options for the advanced user or supervisor.
Service goals can be set for each queue, department or queue and reports on KPI’s can help evaluate success at reaching targets.