A number of historical reports are available out of the box, covering all important call center metrics. The reports can be run ad-hoc, as well as scheduled and delivered over e-mail or FTP.
Historical reports are customizable using free tools. In addition, historical data can be accessed with 3rd-party reporting packages.
- Agent productivity reports
- Service volume, service level, average speed of answer, abandonment
- Outbound occupancy, success rate, and dispositions
- Salesforce.com dashboard with call center data
- Graphs and charts
- and more