Gain insight to your customer communications
Xelion includes an extensive reporting module. This gives you insight into the state of communication with your customers. Using the extensive reporting options, you can properly monitor the availability of the organization and make adjustments where necessary. You will also gain insight into peak periods, so that you can scale up when necessary. Whatever you want to know, the reports give you the information you need.
Knowledge is power
It's an old saying, but having knowledge and being able to measure progress is especially true in the world of customer contact centers. The built-in wallboards in Xelion help you make the right choices. Of course these are KPIs such as incoming calls, wait time, average call time and SLAs. With extensive reporting tools and integration with PowerBI, you make comprehensive analyses of service levels and the cost per call.
Reporting options at first glance
Wallboards
This feature allows you to see how your reachability is doing. Determine the parameters, the colors of the tiles and your metrics, such as the number of people waiting, the average call time or the number of calls taken. Choose a more comprehensive view and add agents and their metrics, or opt for an online multi-line wallboard where you put multiple groups in one dashboard.
Reports
The standard selection of automatic reports is huge. This multitude of options gives you optimal insight into your reachability. Think of response time per line or per device, or view incoming calls and call duration per contact. Determine in advance how often and from which line you want to receive reports and receive them automatically in your mailbox.
Web report
Do you want insights into peak periods, how many calls ring longer than 20 seconds or which employee answers the most calls? The visually appealing web reports give you the answers. Choose the time period, whether you want to see incoming calls, outgoing calls or both, and generate your report. If you want to change something, just select your choices and your new report is ready.
Xelion Query Builder
For even more reporting features, there is the Xelion Query Builder. This powerful tool allows you to extract larger reports from the database through queries. To use this feature, work with your telecom partner so they can help you get the most out of your data.
Cradle-to-grave conversation log
Sometimes you want to know just a little better exactly what happened to a conversation. Cradle-to-grave reporting takes care of this. See which choices the caller made in the options menu and follow his route through the organization. An ideal report to see if your choice menu works optimally or to better help customers with complaints about your reachability.
Xelion Diagnostics
Does the sound of your calls leave something to be desired? To find out what is causing such a quality problem, Xelion has created a diagnostic tool: Xelion Diagnostics. With this you measure jitter and packet loss, among other things. In case of problems you can see more quickly whether this is possibly caused by the network. This way we solve it faster together.
Xelion for analytics and reporting
With Xelion, you get more insight into the number of incoming calls and how they are answered.
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