Infra Call Center Statistics Server is a web interface designed for call center managers that provides tools for collecting and processing vital statistics on call center work.
In the course of a call center operation, a significant amount of information related to call processing is accumulated. All agent actions, sequences of call processing events in ACD queues system or IVR are stored in the Infra Call Center database.
The stored data are used by the Infra Call Center Statistics Server for composing reports on various parameters: inbound and outbound calls, agent work-time duration, etc. The users may view the reports with the help of web browser.
Stored and processed data enable call center manager to solve the following problems:
- Schedule future work
- Create a scheme of agent work
- Estimate an agent performance
- Configure queues and automated services
