Monitor real-time Queue and Agent Key Performance Indicators (KPIs) , such as calls in queue, average wait time, abandoned calls, agents available, agents on calls, % within service level, and many other KPIs.

Generate real-time and historical report on performance of individual agents or groups of agents. KPIs include number of calls by call type, duration of ACD states by agents, and call duration by call state (talk, idle, etc).

Monitor real-time Queue and Agent Key Performance Indicators (KPIs) , such as calls in queue, average wait time, abandoned calls, agents available, agents on calls, % within service level, and many other KPIs.

Generate real-time and historical report on queue performance and trends. KPIs include number of calls by state (answered, abandoned, overflowed), average duration (wait time, speed of answer, abandonment time), and percent by type (answered, abandoned, etc).

Generate historical report that shows compliance against established service levels (example: answer 80% of calls within 20 seconds), Metrics include number of calls and percentage of calls within SL across multiple service levels.

All reports include an option to export the data to Microsoft Excel, preformatted for ease of use.