Contact Centers - Metrics

A contact center communicates through many modes starting with traditional touches like telephone and extending to e-mail, web chats, SMS, social media, and even open protocols like WebRTC. The evaluation of these performance metrics can be used to manage the call center, reduce costs, drive sales, and increase customer satisfaction.

No one understands what metrics mean to a successful contact center better than T-Metrics. Since we accept contact avenues natively (not through third party applications), we are able to provide integrated metrics that paint the whole picture. Instead of looking in one report for calls and others for email, web chats, surveys, and social media, all of your reporting is together, where it should be.

Key Benefits:
  • Reports on all T-Metrics products in one place

  • Scalability

  • Custom reports

  • Scheduling

  • Exports to many formats

  • Filter by date, agent or even skill