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Call Center Applications

Call Center Metrics Management Software PureShare® SingleView IT provides Call Center managers, executives and staff with critical call center metrics. This includes status information at a glance, data consolidated from from ACD systems, SQL data bases, spreadsheets, BI tools, and other data sources.

Literally up-to-the-minute and available at the click of a button, SingleView IT allows customers, management and staff to clearly see the status of call volumes, agent performance, efficiencies, and other Call Center metrics that mean the most to them. This includes executive-level rollups of performance across the operation as well as drill-downs into details as required.

PureShare SingleView IT™ is a modular product that allows Call Centers to assemble and publish the combination of performance metrics they need over time, for both inbound and outbound call statistics.

	Use PureShare SingleView IT to answer questions like ::

	How are we performing against service level agreements? How many tickets are currently open? What is the open/close rate by client, by operator, by trouble type, etc.? How have specific metrics changed over the past week, month or year? How does our current performance compare to our targets? Are we sufficiently staffed to handle workloads and volumes? What are our peak hours and is our capacity planning sufficient?