Unlock actionable insights with QContact reporting
Transform data into decisions with QContact’s advanced reporting tools. Our unified platform brings all your communication channels and agent activity into a single, cohesive view, empowering you to monitor performance, identify trends, and improve outcomes.
From queue performance to agent utilisation, you’ll get the insights you need to keep your operations running smoothly.
Complete contact centre visibility
Track every conversation, queue, and agent in real time. See who’s waiting in the queue, monitor agent statuses, and identify bottlenecks—ensuring your team operates efficiently and delivers exceptional customer experiences.
Customer journey mapping
Understand every step of the customer journey with detailed visualisations. From self-service flows to agent interactions, uncover insights into where customers may encounter friction and identify opportunities to improve service delivery.
Custom wallboards and reports
Display key metrics like queue performance, agent activity, and SLA adherence on live wallboards in your office. Build reports tailored to your needs and schedule them for regular updates—delivered straight to your inbox or cloud storage.
Customer satisfaction metrics
Gauge the success of your customer interactions with automated satisfaction surveys. Measure CSAT scores across agents and departments, track improvements over time, and ensure service excellence at every touchpoint.
Monitor live operations
Stay in control with real-time insights into your contact centre. Use the live agent view to see who’s available, monitor performance, and even coach agents through live listening, whisper, or barge-in features.
The live queue view lets you manage conversations waiting for resolution, ensuring no customer is left behind.
Track queue and channel performance
Get detailed reports on how quickly your team responds across all channels and adherence to SLAs. Identify the busiest times and channels, empowering you to adjust workflows and optimise your resources.
Enhance efficiency with disposition codes
Tag conversations with disposition codes to categorise outcomes and improve reporting accuracy. Use this data to identify recurring issues, monitor resolution rates, and refine your processes.
Plan with confidence
Take the guesswork out of workforce management with intelligent Erlang forecasting tools. Predict agent needs based on historical data and trends, ensuring your contact centre is always prepared to handle demand.
