Call Center Reporting Real-Time Search

[GammaEngineers.Com]

Gamma Engineers releases Interaction Search. Interaction Search is a call center reporting search tool. Interaction Search is designed to search all interactions that occur in a call center across all media (Voice, Chat, & Email) in real-time. Along with real-time search, other features of this tool include the ability to drill down into searches, unstructured search capability, access to customer information as well as call center information, and “cradle to grave” report of a call. What exactly does all of this mean? Have you ever needed to find out something like, “How many people from the 212 area code are calling with a warranty issue right now?” Interaction Search allows you to search callers from the 212 area code and then “drill down” to find out how many 212 callers have warranty issues, and all of this can be performed in real-time. Unstructured Searches are searches that do not require you to follow SQL rules or syntax rules or adhere to any specific language to perform searches. To perform a search, just type in your search criteria much the same way you would type in a Google search, in free form text. This product removes the need for technical expertise to perform searches. Interaction Search allows you to see the details of your call center without losing sight of the big picture, Interaction Search allows users to search for specific information relating to customers or for information relating to the call center as a whole. Need to know how many times “John Smith” called your call center about an issue with “Product X” today? Or, do you need to know how many calls your call center as a whole received regarding issues with “Product X” today? Interaction Search is capable of performing both customer specific and call center specific searches. Many call center situations require tracing the entire path a caller took in your call center. Interaction Search allows for the “Cradle to Grave” report of a call, giving users full transparency of a call.
Up until now call center data has been extracted through prepared reports. Call center report metrics require forethought and dependence on the I.T. department. If you had an idea of a new metric to measure, a new report would need to be prepared and a request made to the I.T. department. Interaction Search searches all of your call center databases and logs to give you the searches you request. With its simple interface and powerful capabilities, Interaction Search is designed to empower call center supervisors to perform their own searches. With this tool call center supervisors will be poised to react quickly to warning signs from the call center, act proactively to capitalize on trends revealed from the call center, and assess judiciously what is working in the call center.
Gamma Engineers: Interaction Search

About Gamma Engineers, Inc
Gamma Engineers, Inc is a contact center technology and services company. Gamma Engineers architects, designs, and implements call center software and develops products to improve the efficiency of contact centers. For more information visit Gamma Engineers: Home , write to info@gammaengineers.com, or call 1-866-569-6280.