Call Activity Reports
It is well known that "you can't manage what you can't measure". blueButler
solves this issue by capturing all of the key management information on your
operations and summarizes it in automated reports that enable you to make
informed management decisions. The blueButler reporting engine combined with the
ability to tag calls to reflect any number of call characteristics (call
activity by subject matter such as: policy renewal; new customer; new policy;
carrier advice; service call, change of address, upsell opportunity, etc)
provides information that has never been available and enables real ‘management
insight’ into your daily operations!
There are extensive data mining capabilities in the system. Users can search for
recordings based on any combination of fields available in the SQL database
records for the recordings including date, time (before and after a specified
time-of-day), duration (min and max), caller-id, DNIS number (or associated name
or category), dialed digits, call type, extension, agent id, user name,
department, subject, comments, release key pressed, transfer key pressed,
transferred to, call held, call held duration, custom tagging (important,
bookmark), compliance/scripting tags, comments, overall call evaluation total,
and custom text and select fields included in the database. There is also a
search capability that will match the data entered against every field in the
database record and display the results.
The blueButler report engine allows users to create reports that are scheduled as
PDF or Excel files that are automatically emailed to the designated users.
Customers can also create their own ad-hoc or custom reports using any report
writer that can connect directly to the SQL Server database. The blueButler SQL
tables are published for both read and write access that enables customers to
add additional data to the SQL records that can be included in the reports.