Composit Contact Pro (CCP) provides valuable real-time information for tracking the progress of each incoming call and data on each agent’s performance. Supervisors can monitor the exact information they need, such as percentage of calls answered, abandoned, or in overflow, the amount of time taken to answer calls, multiple queues, agent status and staffing. Armed with this valuable data, they can respond to changing conditions and fluctuating traffic, address unexpected problems, and verify results.

Composit Contact Pro’s flexible report generator, Business Objects, lets you tap into a wealth of information you need to measure and improve call center performance. Call patterns, handling time and staff requirements can be analyzed through a variety of standard and user-defined reports. Historical data allows you to examine call center performance and workload trends over a period of time and use that data for
future planning and personnel allocation. Sorting and filtering capabilities let you generate reports according to an array of criteria including per group, per agent, time of day, time frame, and specific days. Reports can be created in text, table or
graphical format and can be generated according to pre-defined attributes.