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Remote Agent Services / Reporting

Reporting

One of Unity4’s values is candour. What this means in your day to day dealings with us is that we provide a level of detail not seen with many other agencies. We provide real time & historical reporting plus all call recordings online, for our clients to access.

Unity4’s real time in depth reporting allows us to identify trends, diagnose issues or make changes to a campaign with ease. We are also a supporter of feeding back all data for further analysis.

  • Real Time Dashboard
  • ROI
  • Inbound Interval
  • TV Dashboards
  • Conversational Performance
  • Map Agent Status

  • Real Time Dashboard

    • For each agent the task they are performing
      and for how long
    • Live call monitoring
    • Live call QQMS score card creation
    • Call handling statistics (total & average per call)
    • Agent conversion/success statistics e.g. sales made
    • Dialler statistics

  • ROI

    • Real time & historical versions available
    • Detailed campaign success statistics
    • Labour cost reporting
    • Export to Excel for ad-hoc reporting & data mining

  • Inbound Interval

    • Live & historical inbound call statistics
    • Track inbound calls per campaign or inbound telephone line
    • Export to Excel for graphing/trend analysis

  • TV Dashboards

    • Designed for large screen TV/monitor
    • Real time updating
    • Configurable thresholds to show values in colour

  • Conversational Performance

    • Set your own targets
    • Create conversational messages based on results
    • Threshold triggers & appearance are configurable
    • Agents can access directly via RapportCMS Teleworker

  • Map Agent Status

    • Visual of each agents location
    • See their status
    • Live call monitoring