ImpactCX advanced reporting

ImpactCX Advanced Reporting gives managers, supervisors, and leadership teams a powerful reporting engine with actionable information, operational insights, and automated report delivery.

The highly flexible Reporting Engine option for ImpactCX recording solutions comes pre-loaded with standard reports and also allows users to easily build custom reports based on organizational needs. Reports can be delivered automatically to designated users at selected times, days, and intervals, helping teams access the information they need when they need it.

Flexible reporting for better operational visibility

ImpactCX Advanced Reporting helps organizations improve visibility into communications activity, team performance, compliance needs, and operational trends. Managers can use reporting insights to monitor activity, identify patterns, evaluate performance, and make more informed decisions across departments and teams.

Standard and custom reporting capabilities make it easier to track the metrics that matter most to the organization. Whether supporting supervisors, directors, compliance teams, or executive leadership, ImpactCX Advanced Reporting provides timely information that helps improve enterprise and team effectiveness.

Automated report delivery

ImpactCX Advanced Reporting supports automated report delivery to designated users based on selected schedules, including specific times, days, and intervals. This helps ensure that key stakeholders receive important reporting data consistently without needing to manually generate reports.

Automated delivery helps supervisors and leaders stay informed, respond faster to operational needs, and maintain better oversight of communications activity and performance trends.

Reporting capabilities

Reporting Engine Software for Critical Situations includes:

Word cloud report

This report helps identify the most commonly used words in calls transcriptions or call notes.  It can also be used to review commonly used words across multiple channels.

Evaluator activity report

This report allows supervisors to quickly compare evaluator activity across different time periods by viewing how many evaluations were completed. Additional reports are also available to review the scores given by evaluators.

Call activity by channel report

This report provides multi-channel statistics. Call Activity reports can also be generated by call taker to review metrics such as average handle time, evaluation score, and much more.

Exception reports

Exception Reports make it easy to view call counts for extremely long and extremely short calls. These reports can help identify potentially abandoned calls that were answered by each agent, as well as extended-length calls at each position. Long-call and short-call parameters can be customized for each report.

User login activity report

This report allows organizations to track each user’s login times and session durations, helping supervisors monitor system usage and user activity.

Actionable insights for supervisors and directors

ImpactCX Advanced Reporting helps organizations move beyond stored communications by turning recorded activity into useful operational intelligence. With automated delivery, customizable reporting, and clear visibility into call activity, evaluator performance, user activity, and exceptions, ImpactCX gives managers and supervisors the insights they need to improve performance, support compliance, and strengthen team effectiveness.