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The SMSI CDR Reporting module generates a variety of Account Code and Agent Call Trace reports. When activated on the switch, the agent enters a numerical code into the telephone before ending the call. The reports, record the number of times a specific code was used and calculates the average duration of that type of call, giving the supervisor a table with the account codes, category names, number of times that code was recorded, and average duration of the call. Agent Call Trace reports allow the supervisors to gain detailed information regarding the calls made to and from each individual extension. The CDR Reporting module integrates with the ACD statistics to provide a more complete picture of call center activities.
Summary:
- The SMSI CDR Reporting module generates a variety of Account Code and Agent Call Trace reports.
- Track numerous statistics based on a specific type of telephone call.
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