Altitude Reporting & Analytics
Contact center reports and analytics offer managers and business decision-makers the information and tools needed to monitor, analyze and improve the performance of the contact centre operations. Altitude Software provides a unified reporting and management solution that provides managers’ the ability to respond to immediate needs and to continuously improve the effectiveness of the contact centre.
Altitude unified repository provides insight on contact center activity. Data is collected from a variety of sources and events within the Altitude uCITM suite, pre-defined dimensions and merged with business data.
As a result, valuable reports, rich online monitoring, standard performance metrics, such as average hold times or number of answer calls; key performance indicators (KPIs); and valuable decision supporting analysis.
Real-time and historical reporting
Altitude uSupervisor is a comprehensive tool that delivers powerful real-time and historical information. Managers and supervisors’ have insight access on contact center metrics and how they change over time. Customization can be done according to individual specificities. Users can choose their key real-time metrics, KPIs, dimensions, charts displayed, and drill-down on information. Additionally, alarms can be set on KPIs.
Keep track of Business goals
Online Monitoring KPIs. Provide this info to agents. Reporting to customers all this can be supported in the Altitude uCITM. The solution allows the creation of new, appealing and innovative ways to define and monitor KPIs, displaying this info in Agents screens, using standard tools for reporting, etc.
Identify trends and suport decision processes
Historical Reports give the necessary data to identify trends and to support informed decision-making processes. Altitude uCITM allows the schedule and publication of reports in xml, to integrate with external data sources, reporting systems or tools.
Integration with third-party business intelligence tools
Huge amounts of information are easily produced, especially when combining contact center data with all the business dimensions and metrics. Altitude uCITM provides a single repository for all interaction data. A built-in mechanism allows relevant contact center information to be exported enabling easy integration with standards-based data-warehouse systems and business intelligence tools. These systems also get information from other enterprise applications such as CRM, Human Resources, and Financials, enabling managers to study business.