Contact Center Reporting Features of
CosmoCall Universe™

Real Time and Historical Reporting are vital functions in every contact center. CosmoCall Universe (CCU) provides state-of-the-real time, historical and analytical capabilities that empower managers and supervisors to drive the most value from their contact centers.

Real Time Reporting with CosmoDashboard™

CosmoDashboard™ brings power and flexibility to real time reporting. It provides supervisors and administrators with a highly customizable graphical interface to view key contact center metrics for queues, skills, teams, groups and more in real time.

With CosmoDashboard, each user can create a vast tabbed information environment. Each tab is one “view” containing multiple “reports” populated by any number of “gadgets.” Gadgets are tables, charts, and graphs appropriate to the type of information they present. They are completely customizable and highly interactive. Each user can also develop personal views and reports, which are easily shared. Shared views adapt to the individual user, because all CosmoDashboard reports are automatically conditioned by the user’s permissions profile to display only relevant information the user is authorized to see.

CosmoDashboard features a configurable refresh rate as frequent as every three seconds. It is instrumented with configurable multimedia alerts based on user-defined thresholds.

Using CosmoDashboard, supervisors can create any wallboard, without proprietary hardware, to be displayed on large, mounted screens or integrated into the CosmoDesk application for each user.

View a video demo of CosmoDashboard.

Historical Reporting & Data

CosmoCall Universe maintains historical data for all call-related and agent-related events across every platform in the system. A browser-based interface provides a rich set of standard historical reports. The historical database schema is open, so managers can create custom reports using any report generation tool. The open database also supports rapid integration with billing systems based on usage metrics, and with workforce management and compliance tracking systems.

Powerful Contact Center Analytics
with CosmoAnalyst™

CosmoAnalyst™ is an optional component of CosmoCall Universe that provides a complete business intelligence environment. CosmoAnalyst is an OLAP tool that exposes data cubes designed for every conceivable measurement of contact center performance, and supports all the typical OLAP operations of slice, dice, drill down, roll-up, and pivot.

Like CosmoDashboard, CosmoAnalyst is completely customizable. It is useful for fast ad hoc reporting, but also configurable with standard reports used regularly by contact center managers. Because all data is pre-calculated, CosmoAnalyst generates any report in seconds, regardless of size of the Contact Center.

Many standard reports are available out-of-the-box, and customers can tweak the standard reports to customize them, or create their own reports from scratch. Also like CosmoDashboard, reports created with CosmoAnalyst are automatically filtered according to the permissions profile of the user. CosmoAnalyst employs a standards-based open architecture to allow integration with existing corporate reporting infrastructure and the use of familiar tools such as Excel.

View a video demo of CosmoAnalyst.

Information Access Control

All CCU reporting is partitioned by tenant automatically. In addition, all reporting is conditioned by a flexible permission framework, which can limit access for any user to any relevant subset of the data. The permission framework can mirror the most complex organizations, both hierarchical and non-hierarchical, ensuring all users can access all of the data for the queues, groups, teams and tenants they are allowed to see, and nothing else.