Analyze. Measure. Monitor.
Digital Dialogue provides granular, easy-to-read reporting to help you maximize your call center services. With our reports, you can:

• Analyze interaction activities.
• Measure user productivity.
• Monitor system resources.
• Follow details of specific interactions.
• Track service and performance levels.

Reports are graphical, tabular, or both and easily integrate with Microsoft Excel.

Multiple Categories

Our system provides several categories of reporting.

Loan Performance Reports:

• Display loan performance by any number of attributes. For example, one report shows the number of approved loans by path (web, telephone, internal, indirect, etc.), filtered by date range.
  • User Reports
• User reports allow supervisors and managers to evaluate how MSRs are responding to interactions.
  • Call Reports
• Call reports track individual interactions and member calling patterns.
  • Queue Reports
• With queue reports, our managers can watch service and performance levels for individual workgroup queues.
  • Status Reports
• By tracking average status durations, such as wrap-up time, talk time, and availability, we can monitor performance for a single MSR or an entire workgroup.
  • Line Reports
• Line activity reports give managers the information they need to determine when lines should be reallocated during peak hours.
  • Loan Processing Reports
• For Digital Dialogue's lending clients, loan application processing and status reports are available to loan officers and other approved administrative personnel.
  • Custom Reports
• You can generate a combination of tailored reports from our system and from customized formats that you create.

Sample reports are available upon request.