Contact Center Call Reporting, Recording and Displays

XIMA Chronicall

Xima’s Chronicall solution adds call reporting, call recording and display capabilities to enhance the built-in contact center solutions from Avaya, Cisco and Mitel (ShoreTel.)

Xima lets you access the data you need to run your call center better. Xima Chronicall is simple and inexpensive.

Call Reporting

Compiling data reports can be tedious and costly. Our call reporting solutions make it possible to schedule reports to be run automatically without the hassle.

Xima offers over 50 ‘out of the box’ standard reports, charts and graphs to get you up and running fast. Xima also allows customer to customize reports to better fit their business.

Call Recording

Knowing what is happening on every call  your employees are on can be difficult. Xima  call recording solutions make reviewing any call simple and easy.

Xima automatically catalogs recorded calls and makes them ready to listen.

Realtime Displays

Better data breeds better results. Xima makes it even easier for supervisors to monitor and for agents to motivate themselves when their progress is visually displayed.

Xima brings you better real-time statistics and detailed reports to make management simple. Agent Dashboards is a revolutionary solution  that brings real-time data to your desktop and offers an easy way to see the status of other users.

Standard Reports

There is no shortage of data found within Chronicall Standard Reports. Xima Software understands that collecting information is only as valuable as your ability to find and analyze it. With each Chronicall installation detailed data is being collected and stored in a way that is easy to retrieve and view. Xima built over 40 different reports so you can truly understand what’s happening on the phones. Reports that show you detailed information about each call. You can run summary reports for fast updates or detailed time interval reports. Xima separated reports into filters so you can find the report that best fits your needs quickly. Report filters include:

  • Agent / Extension Reports
  • Group Reports
  • External Number / Caller ID Reports
  • Call Direction
  • Call Costing
  • Time Interval
  • Trunk

Custom Reports

Xima Software spent a lot of time creating Standard Reports. Xima provides a solution that fits the needs of most organizations. When those standard reports don’t exactly match your business, use Xima’s Custom Reports Module. Xima Chronicall’s custom report creator is simple to use allowing anyone to create custom reports in minutes. You don’t need to know Crystal Reports or be a developer. The step by step report wizard helps you build a report on criteria that fits your needs. With Xima Chronicall customise these reports:

  • Agent
  • Account Code
  • Call Direction
  • Call Detailed Report
  • Caller ID / External Number
  • Event Type
  • Feature Type
  • Group
  • Local Number / DDI
  • System Report
  • Time Interval
  • Trunk

Recording Library

Call Recording is the best tool that allows managers to improve employee performance without changing business processes. Integrated within Chronicall’s Cradle to Grave Application you are provided all the information you will need in order to evaluate your employee’s performance. Xima offers multiple recording options.  Use the different recording rules to ensure you only record the calls they need to record. Recording rule types:

  • Extension
  • Group
  • Incoming Phone Number
  • External Numbers
  • Manual Recording
  • Percentages

Realtime Displays

Chronicall Realtime allows you to effectively manage your agents in real-time. Chronicall Realtime provides three supervisor displays: Agent Timeline, Group Timeline and Realtime Stats, also known as wallboards. This is true real-time; there is no five-second refresh rate. This module also allows you to track specific feature events like Agent DND/AUX/Realtime time, Group Login and Logout Time, and Idle time. This information is tracked and then recorded to the database which allows you to report historically on the agent’s performance.

Xima Alerts and Triggers extends your realtime information beyond the screen. This enhanced feature allows you to be notified in the event of an emergency; maybe too many calls in queue, maybe an agent has been logged out too long, or perhaps you missed too many calls. With Alerts and Triggers you can be notified via POP Screen messages, Email, or SMS Text messages that way you can quickly take action and rectify any issues that may be occurring.