Are all calls being routed through the call recorder, or are some being missed?
Audit & Compliance
Exporting the call log for any person, phone number, device, or location is sometimes all you need.
Many of the reports you need for both internal and external compliance and auditing purposes are just a few clicks away. These can be saved as PDFs or in many other formats. And with no hard time limits on how long you can keep your call logs, you can go back in time and generate reports and call logs, or even confirm behavior from years ago.
Is this you? Just a few Audit & Compliance issues that can be answered with Sideview.
Calls to the front desk have to be handled within 40 seconds. Are they?
Your existing tools don’t automatically include agent information in call logs, even though that’s a critical need.
You need to report on different SLAs per business unit, site, or even overall: time on hold, quality metrics, and seconds to pick up below certain thresholds.
Your legal team occasionally requests detailed call logs for some subset of users or calls, or from particular numbers.
You need to confirm that personal outbound calls are not being made from the cafeteria phones.
For either internal or external needs, if the information exists, then we can report on it.
Our Cisco CDR Reporting & Analytics App Lets You…
Calls must be answered at the Nurses station within 40 seconds. Are they?
How many minutes are agents spending on the phone each day?
You may have arbitrary needs to report on, like the number of transfers that happen to customers. Whatever your needs, we can probably do it.
Audit and Compliance Content & Resources
“We can create many reports at the push of a button, for which we previously spent hours.”
– Frank A, Network Engineer, Healthcare IT