Reporting by InGenius

InGenius® reporting lets you collect, visualize, and analyze data right in your CRM so you can see a complete picture of your contact center. With single reports and a summary dashboard, it’s easy for sales, service and IT contact center managers to track their agents’ performance individually and as a team.

Video Transcript

Successful managers know that you can’t manage what you don’t measure. In a contact center, this means keeping track of metrics like average call handle time, total talk time and team call volume, so you can manage your team to optimal performance.

InGenius reporting lets you collect, visualize and analyze data right in your CRM so you can see the whole picture. With single reports and a summary dashboard, it’s easy for sales, service and IT contact center managers to track their agents’ performance individually and as a team. InGenius integrates telephony information with CRM information to let organizations view these reports directly in their CRM.

Different managers have different requirements. Sales managers want to analyze how many calls their reps are making and how long they spend talking with prospects. They know it isn’t just the number of calls that matters, but the quality. Reports like Team Volume Report, Agent Talk Time and Successful Call Counts give sales managers the tools they need to help their team succeed.

Service managers want to continuously improve customer satisfaction by providing good case resolution effectively and efficiently. By keeping track of call volume and call notes with reports like Agent Average Handling Time, Agent Presence Report and Team Call Results, managers can see how their team’s time is being spent and the results being achieved.

Service desk managers know their teams need to be reachable and want to know what types of questions they’re handling. InGenius Team Volume Report shows demand throughout the day, so managers can adjust rep scheduling to keep call wait times down. Reports like Team Call Results can also give insight into the most popular call topics to see which pain points need to be addressed.

Each of these managers is looking for something different to help them manage their agents and teams, but they’re all looking for data. With InGenius reporting, managers can create and view reports that provide the call stats they need.

Since reports are created directly in the CRM, it’s easier than ever to use the data to make informed decisions. For more information on InGenius reporting, visit us at uplandsoftware.com/ingenius.