Real Time Reporting with CosmoConsole™

CosmoConsole gives supervisors a real-time view of the key contact center metrics for queues, skills, teams, groups and more. The browser-based GUI can be accessed from any PC with an IP connection. In addition, there is an open COM API behind CosmoConsole that allows each tenant administrator to customize the real-time reporting interface, or to integrate real-time data with other applications.

An optional browser-based wallboard is also available. This wallboard simulates legacy wallboards in traditional call centers, but is more flexible because it runs on a standard PC and can be shown on any computer display device. The wallboard is easily customized to include selected data, and to give alerts when pre-set thresholds are exceeded.
 

Historical Reporting & Data

CosmoCall Universe maintains historical data for all call-related and agent-related events in the system. Included with the system is a browser-based interface that provides standard historical reports that can be filtered at run time in any way, e.g. by Queue, Agent, Agent Status Time, etc. The historical database schema is completely open, and customers can create any desired report using any report generation tool. The open database also allows for integration with billing systems based on any usage metric, and with workforce management and compliance tracking systems. Data capture for reporting is extremely comprehensive across every platform function.

Information Access Control

All real-time and historical reporting is partitioned by tenant automatically. In addition, reporting is conditioned by CCU’s extremely flexible permission framework, which can restrict access for any user to any relevant subset of the data. The permission framework can mirror the most complex organizations, both hierarchical and non-hierarchical, ensuring that all users see the information relevant to them, and only that.