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Historic Reporting

iceReporting

iceReporting provides valuable insights into customer interactions and contact center operations. Use these insights to make informed decisions that improve efficiency, customer satisfaction, and overall performance.

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Benefits

Stay informed with iceReporting.

iceReporting enables you to track the performance of your contact center. Generate reports that are customized to any number of fields, including time period, queues, users, contacts, and much more.

Make data-driven decisions.

By analyzing reporting data, managers can make informed decisions to optimize operations, improve customer service, and enhance overall efficiency.

Save time by automating reports.

Schedule the reports you need to run at specific times and either view them in iceReporting or send them to certain email addresses.

Ensure adherence to quality standards.

Reporting allows managers to track and evaluate agent performance, ensuring that quality standards are met and providing opportunities for coaching and training.

Features

iceReporting provides you with the tools you need to make informed decisions.

  • Over 100 customizable reports
  • Reports can be generated in different file formats such as Crystal Reports, Microsoft Word, Excel, PDF, HTML, RTF, and data-only reports
  • Automated reporting using scheduling and delivery of reports in a number of formats
  • Summary and detail reports provide relevant information
Frequently Asked Questions 

Everything you need to know about iceReporting

Reporting in a contact center involves the collection, analysis, and presentation of data related to various aspects of contact center operations, such as call volumes, agent performance, customer satisfaction, and operational efficiency. It provides valuable insights to help optimize processes and improve overall performance.

Key Performance Indicators (KPIs) in a call center are measurable values that demonstrate how effectively the call center is achieving its key business objectives. These can include metrics such as average handling time, first call resolution rate, customer satisfaction scores, and more.

Call center performance can be analyzed by examining key metrics such as average handling time, first call resolution rate, service level, and customer satisfaction scores. By tracking these metrics over time, managers can identify trends, areas for improvement, and opportunities to enhance the overall performance of the call center.

CUSTOMER SUCCESS

What our customers say about us

The customer service and technical assistance at ComputerTalk have been exceptional.

Christine Morrow
Contact Center Manager at Sunshine Coast Credit Union

ice Contact Center for Microsoft Teams completely ties into email and everything Microsoft 365 offers. All the hooks for our entire ecosystem are there. Where before it was 3 or 4 systems you had to work around in, now it’s all connected.

Randy Robbins, Director of Information Technology
Bob Barker Company

The ComputerTalk team is great! The account team is very engaged and meets with us monthly to review any concerns, discuss potential changes, and review user feedback

Doug Lamb
Administrator of WCLC Telephony System

Other tools

Equip your agents with the best customer service tools

We build the best solutions, so your agents have the tools they need to elevate customer experiences.

Real-time monitoring
contact

iceMonitor is a real-time dashboard that gives you a view of the entire contact center.  

Recording and Transcript Viewer
monitor-wallboard

View interaction history, recordings, transcripts, and evaluations.

Surveys
survey-features

Gain actionable insights and understand customers’ needs across several communication channels.

Request a demo

ComputerTalk has over 35 years of experience empowering organizations to deliver outstanding customer service.

Call center reporting provides valuable insights into operational efficiency, enabling managers to make data-driven decisions to improve overall performance.