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Historical and Real-Time Reporting

Does Echopass provide Real-time Dashboards?

Yes. Echopass offers an Echopass developed real time dashboard called EchoInsite which provides real-time graphical displays of all agent and IVR statistics available from the contact center reporting statistics engine.    Echopass clients can define, configure and maintain organizationally relevant real-time dashboards using EchoInsite.   The application is web enabled and completely browser based making information views easy to display across many types of monitors and devices. Customizable headers are available to broadcast messages within the real time views.   EchoInsite supports most windows browser enabled tablets and mobile devices. Support for the iPad is also available.

Does Echopass provide cradle to grave reporting?

Yes. Echopass provides real time cradle to grave reporting across the enterprise of all customer interaction channels. Comprehensive and detailed reporting functionality is part of the native Echopass environment and creation of custom reports is done by the drag and drop ease of the Echopass Report Wizard. Clients can define reports to view:

  • A single site, including work at home agents
  • Sites combined into virtual resources based on functionality or locations
  • The entire enterprise contact center solution

Does Echopass provide Historical Reporting?

Yes. Echopass developed and provides a historical reporting tool called EchoReports. EchoReports provide an intuitive interface that supervisors typically can create in a few clicks versus reports that formerly required hours to manually create. EchoReports addresses the historical reporting for:

  • All media types - voice, IVR, ACD, chat, email, work items/service requests, custom media
  • Inbound calls
  • Outbound calls
  • Agent performance statistics

What file formats are available for exporting Echopass reports?

The Echopass reporting data is stored in a relational database, which enables report customization through Microsoft Reporting Services. Report presentation format options include:

  • HTML
  • PDF
  • Microsoft Excel
  • Images (BMP, EMF, GIF, JPEG, PNG, TIFF, WMF)
  • Any CSV or XML UTF-8 supported programs

How long are historical records and reports retained by Echopass?

Echopass will capture and store the service level data for every call, chat, and other multi-channel transaction that is intelligently routed through our contact center platform. We can provide service level transaction data to our clients for analyzing key indicators such speed of answer, hold times and first call resolution from the first day our clients go live and as long as they remain a client of the Echopass service. Many clients use this capability to access and analyze the historical performance trends of their contact center operation over multi-year timeframes.

How does Echopass charge for data and report storage?

There is no additional charge for reasonable and customary report storage requirements. This is included in the monthly service fees.