Automated Reports

Identifies calls that exhibit high-risk characteristics based on predefined criteria. This helps teams focus on conversations that require immediate attention or intervention.

Summarises outcomes of call appeals and quality reviews. Useful for tracking the effectiveness of review processes and ensuring transparency in call scoring.

Highlights calls that have been flagged for manual review, providing insight into the volume and reasons for exceptions.

Provides aggregated insights across quality assurance (QA), compliance adherence, agent conduct, and communication quality, offering a holistic view of contact centre performance.

Delivers team-level performance metrics aligned with QA, compliance, conduct, and communication benchmarks, enabling managers to identify coaching needs and performance trends.

Focuses on compliance issues such as missing call recordings or incomplete customer identification points. This report supports regulatory compliance monitoring and remediation efforts.

Summarises wrap-up codes entered by agents post-call, offering visibility into call outcomes and operational trends.

Measures first call resolution (FCR) performance, helping teams reduce repeat calls and improve customer satisfaction.

Provides a detailed breakdown of individual agent performance across quality scorecard components, enabling targeted coaching and recognition.

Shows the percentage of calls flagged with risk indicators, helping to assess overall operational risk exposure over time.

Delivery Frequency

All automated reports can be scheduled based on your business needs. We will generate the reports for you and deliver them directly to your chosen email address on a recurring schedule (e.g., weekly, monthly, or any other preferred cadence).

Who Should Use These Reports?

If you are interested in implementing any of these automated reports or customising them to your needs, please contact your Customer Success Manager.