Welcome to Microvillage Communications
Welcome to Microvillage Communications
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| Feature | Description / Detail |
|---|---|
|
Data import |
Data is available by using a cron job to import new data at scheduled intervals
|
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Export |
Export reports into PDF format for presentations, or csv format for external data crunching |
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Reporting |
Answered, Unanswered, or Distribution |
|
Distribution Reporting |
Analysis by day, week day, or hour |
|
Answered Calls Reporting |
Analysis by queue, agent, disconnection cause, or service level |
|
Service Level |
Reporting Answered Service Level Report |
|
Unanswered Call Reporting |
Analysis by queue or disconnection cause |
|
Sundry Reporting |
Agent Status, Queue Summary, or Call Waiting Detail |
|
Charting |
Uses HTML5 and Java script, so no need for a flash-enabled browser |
|
Data import |
Data is available as the event occurs, i.e. in real-time |
|
Export |
Export reports into PDF format for presentations, or csv format for external data crunching |
|
Reporting |
Service Level Agreement, Abandon Rates, Call Distribution, Agent Activity |
|
Distribution Reporting |
Analysis by queue, month, week, day, week day, hour, URL, as well as detailed reporting |
|
Answered Calls Reporting |
Analysis by queue, wait time, agent, disconnection cause, duration, transferred calls, as well as a detailed reporting |
|
Service Level |
Answered and Unanswered Service Level Reports |
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Unanswered Call Reporting |
Analysis by queue, disconnection cause, URL, as well as detailed reporting |
|
Sundry Reporting |
Agent Availability, Sessions and Pause Durations, Call Disposition, as well as Detailed Paused Report and Session Report |
|
Charting |
Uses HTML5 and Java script, so no need for a flash-enabled browser |
|
Search |
Search data by Caller ID, agent, queue, duration ranges, or date ranges |
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Report Distribution |
Schedule automatic email distribution of multiple reports |
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Notifications |
Create automatic email notifications when variables exceed user-defined threshold values |
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Customization |
Customize reports with your own language, color schemes, date and time formatting, metrics, formulas, etc. |
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Real-Time Monitoring |
SPY option to listen to calls in progress with option to ‘steal’ the call |
|
Real-Time Coaching |
Coach agents using whisper method during calls |