2 quick questions: 1st on reports and 2nd on Call Disposition (Term codes)

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Call Centers
Data center operations
DataCenter
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IT architecture
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I have two basic questions: 1st, what is the difference between canned and Out-of-the-box reports? 2nd, I am facing a challange to measure call center performance and call center statistics for various customers, products, and agents based on call types that an agent receives. I am looking for some suggestions how to do that.

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I’m not sure about the distinction between canned and “out-of-the-box” reports, either. As for your second question, though, I can provide one suggestion. The company I work for has several call centers, and we’ve used a couple of reporting tools over the years. We recently rolled a couple of products from a company called Nice (www.nice.com). They’ve got a whole suite of call center products that may be worth checking out.

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  • Fanbot
    My interpretation of canned and out of box reports is that there are no differences i.e. a vendor supplies a series of programs which extracts and formats data based on specific selection criteria producing reports that can be printed on distributed electronically. Hope this helps.
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