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 Ti
  • 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