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FAQs

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Reporting

Does Echopass provide Real-time Dashboards?

Yes. Echopass provides a Real Time Dashboard called EchoPulse.

Echopass customers design, build and maintain real-time dashboards using EchoPulse. EchoPulse provides visibility to commonly used statistics covering:

  • IVR
  • ACD routing
  • Agent state and status
  • Outbound campaigns

Does Echopass provide cradle to grave reporting?

Yes. Echopass provides cradle-to-grave call reporting across the enterprise of all customer interactions as a standard part of our solution.

Robust report viewing is part of the native Echopass environment and creation of custom reports is done by the drag-and-drop ease of Echopass' Report Wizard.

Customers can define reports to view:

  • A single site, including attached 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 provides an historical reporting tool called EchoReports.

EchoReports provide an intuitive interface so that supervisors typically can create in a few clicks, the reports that formerly required hours to manually create.

EchoReports addresses the historical reporting for:

  • All media types - voice, IVR, ACD, chat, email
  • Inbound calls
  • Outbound calls
  • Agent performance statistics

What formats are available for 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