A key component for all call centres to meets its productivity objectives is the management information (MI) produced by the systems. MI is a particular focus point for ICCS as its customers often cost projects and charges based on the MI produced.

It is imperative therefore that the MI suite is flexible and extensible. In addition, the SQL based schema is totally open and documented, allowing custom reports/exports to be built using many third party products - security permitting.

MI can be viewed in a number of ways, typically screen and/or print. However, it is also possible to publish the MI to a secure Internet for retrieval and display to remote personnel. In fact, remote management can see the activity levels in real time away from their offices.

Reporting Console, Infinity Live