expressReport is a dashboard and reporting module, providing real-time overview of on-going activities.
expressReport is designed to help a Service Desk manager to make decisions based on:
- Volume of Lync conversations, per hour, per day,...
- Average duration of a conversation
- Average Time spent by end users/customers in queues
- Customer concerns
- Customer location
- Team workload and efficiency (average time to handle conversations, number of conversations per hour and per agent,...)
expressReport is flexible and configurable : you can define your own metric or chart, and configure the layout of the dashboard.
expressReport is built according to the concept of 'Responsive Design' : it fits every screen nicely, from a smartphone, or a tablet, till a laptop or a big desktop screen.