Analysing the Numbers

Analytics

ICS Analytics

ICS Analytics is a service that offers complete statistics on the entire processing chain for your incoming calls. This efficient reporting and analysis tool allows the call centre manager to "monitor" quality of service to customers and helps with understanding service levels and the evolution of agent call handling.

Analytics Features

For ICS Call Flow

  • Volume of calls 

  • Navigation and connection times

  • Failure and on-hook rate monitoring

  • DTMF monitoring and exchanges

For ICS Call Contact

  • Deterrence monitoring

  • Waiting time and dialogue time statistics

  • Agent Activity Report

  • Monitoring of sessions by state (withdrawals, etc.)

Live Analytics - Supervisor

  • Real-time view of calls in progress by service entry point

  • Real-time vision of the agents

  • Real-time vision by skill group

Contact Us

Interested in more information?

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