What is ZingReporting?

ZingReporting is an end-to-end reporting package for the Zing Solution Set. This module includes both real-time and historical reporting, which can be accessed remotely via the web. Reports can also be extended to external parties who might need access.

Diagnosing issues in your contact centre is now easy with over 140 reporting metrics available. Operational Managers can measure budget targets, SLA targets, agent activity and more right from their browser.

What reporting functionality is available?

• Run reports by single queues, or by user-created queue groups, both on inbound and outbound traffic;
• Listen to recorded calls;
• See activity statistics and duration by call stage, with daily, hourly (or shorter), weekly breakdowns;
• Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable work times;
• Configure profiles securely on a queue-by-queue basis. All actions can be assigned or revoked on an user-by-user basis;
• Detailed real-time call and agent reporting, which can be broken down by queue, agent group or location;
• See agent status and real-time activity;
• Listen to live calls remotely as they are handled;
• Watch agent screens remotely;
• Real-time wallboard mode using a video projector;
• Restricted "Visitor" mode to allow real-time access to external stakeholders with monitoring functionality;
• Agents can see the calls they're handling and integrate with external CRM apps, passing data gathered from IVR menus or Caller-ID;
• Set call status codes (e.g. Sale, Contact?) for all inbound and outbound traffic through the GUI; and
• Log-on, log-off, go on pause and set pause reason codes.

Summary

ZingReporting provides the platform to successfully manage your contact centre operation through easy access to essential reports. Best of all, the platform can be accessed remotely, allowing for effective management across different locations or multiple contact centres.

What is the cost?

Download our customer contact centre configurator (.xls) and calculate the cost of your Zing contact centre.

Capex vs Opex

Need a business case for your Zing hosted contact centre? Download our TCO calculator (.xls).

Request a live demo?

Request a demo and see the benefits of ZingEvalator.