Multi-Channel IP ACD with Universal Queuing
CentricACD
CentricDialer
CentricIVR
CentricCorder
CentricEmail
CentricWeb
CentricAgent
CentricTracker
CentricVoIP
Centric IP Integration
CentricAdmin
CentricReport

Product Information

CentricReport

Full reporting capabilities are a requirement of any ACD system. Centric not only provides the standard reporting tools needed by Managers and Supervisors, but also provides APIs for creating custom reports and integrations. All of the Centric reporting capabilities are fully multi-tenant aware, which secures each tenant's data to allow access only to the personnel authorized by the tenant.

Real Time Reporting with CentricConsole

CentricConsole provides supervisors with a real time view of contact center activities including queues, skills, teams, groups and more. The browser-based GUI can be accessed from any PC with an IP connection. In addition, real-time statistics also provides an open COM API for integration. This allows each tenant administrator to customize his or her own real-time reporting interface, if desired, or to integrate real-time reporting data with other applications. The Real-time reporting engine is multi-tenant aware, so that the Supervisors can only view the statistics of their own tenant once their login for the tenant is verified. 

For those interested in displaying a real-time view of current activity in the contact center to agents in the call center or other interested parties, an optional browser-based wallboard is available. The wall board simulates the legacy wallboards in traditional call centers, but is more flexible because it runs on a standard PC and can be displayed on any computer display device. The wallboard can easily be customized to display selected data, and give alerts when pre-set thresholds are exceeded.

Historical Reporting & Data

Centric maintains historical data of all call-related and agent-related events in the system. Included with the system is a browser-based interface, which provides standard historical reports that can be filtered in any manner (e.g. by Queue, agent, agent status time, etc.) Additionally, the database schema is completely open, and customers may create any desired report using any report generation tool. This also allows for tight integration with Billing systems that are designed to keep track of minutes used for communication or other system data.  The reporting is "cradle-to-grave", so everything about the call is recorded, including IVR data, transfers among different locations, time in call, etc. This eliminates the need to integrate data from disparate systems that only track the information for their own part of the call.

The reporting tool also verifies the user's login permissions, and will only allow him/her to view data from their own tenant.  Microsoft SQL Server 2000 is the default database that is used, but any OLE DB compatible database can replace SQL Server.