Tag Archive for: Contact Analytics

Historical data bar chart

What exactly is a Contact Trace Record?

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Exactly what  is a CTR? Amazon Connect creates a "contact trace record" with a unique "contact ID" for each phone call in or out of the contact center.   Older legacy telephone folks would call this a SMDR or CDR (station message detail…
KPI inspection illustration

Customer Service by the Numbers - brightmetrics!

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In business what is measured gets done! We subscribe to the business adage that what is measured gets done! For this reason key performance indexes are absolutely essential to the success of any customer service environment. How many contacts…
KPI inspection illustration

ShoreTel Contact Center C2G Interaction Reports

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Prior to release of ShoreTel Contact Center Version 5.0, reporting was essentially statistical analysis. The Contact Center had very useful report generation capabilities that included the ability to add and delete columns to existing pre-defined…

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