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• View a customers call experience

• Analyse call handling complaints

• Identify process improvement options
• Identify routing anomalies in routing rules
• Identify caller ID for abandoned calls during queuing or on hold
• Compliance with company policy for 'agent release' 
  • To review if abandons, agent released calls or short calls are related to poor voice quality then use filters on data found in Service Desk → CMS Call History 

Example

Input selection

Choose an input selection from one of the drop down boxes or enter one of the other criteria such as the callers number in the Calling Party field or an Agents number in the Agent Login Id field.

Report

The example report below has been run using the Calling Party number as the Input.

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