Q-Xact is divided into two sections: Templates and Reports. Templates allows you to select the specific information that you would like to view in the report and then save it. Reports allows you to run your template against any or all of your agents and/or queues.
- See call distribution by agent, queue, day of the week, or even down to the hour
- View the average call time and average hold times
- View service call thresholds
- See the reason calls are being disconnected (whether the customer or agent is hanging up first, or if the call was abandoned)