Call Centre Reporting Via SONAR
Network level - to check if your contact centre provider can actually handle the volume of inbound calls presented to them from the PSTN network. The CC provider will always say he has answered all calls that have been presented, but they cannot report further up in the cloud to identify calls that have never reached the cc due to capacity restraints.Queue level -Agent level - The statistical reports presented via the web page can be downloaded on demand and then can be opened with a number of applications, e.g. Microsoft Excel. There is a link to a help page with descriptions and field definitions for each type of web page report.