Call Center Quality Reporting
Reporting is the primary tool needed to ensure your live help service is successful. It is absolutely critical for making marketing and customer service decisions, and yet few, if any, competing vendors offer quality reporting. Velaro reporting gives you the information you need to make the right decisions and enhance the website experience for your audience, ultimately making your company more successful.
The Best Reporting in the Industry
You will benefit from more than 50 different reports, each having hundreds of individual metrics. These are just a few of the key reports our customers use every day:
- Chat Transcripts
- Transcript Charts
- Account Utilization
- Utilization Charts
- Agent Logins
- Agent Utilization
- Missed Chats
- Service Level
- Customer Satisfaction
- Click to Call reports Transcripts
- Click to Call Utilization
- Survey Reports
- Marketing Campaigns
- Progression Analytics
Your information can be exported in any format you like: HTML, PDF, XLS, CSV, Word, or XML. You can filter reports by: Date Range, Keywords, Weights, Departments, Agents, Activity, etc. You can schedule reports to run daily, weekly, or monthly and have them packaged up in your favorite format and delivered to your inbox on a scheduled basis.
Reporting enables you to measure the overall productivity of your website: peak hours, off hours, staffing needs as well as your agents’ performance and productivity in chat. This includes everything from the log-in times of your team, to how many chats they answered, and their overall rating through customer feedback.