Nixxis Interaction Engine keeps track of all events that are occurring on the engine.
It maintains a historical database with all information on what agents are doing and on what is happening with the different communications as they occur, using an open data model.
Next to the main historical database, data is synchronized towards a data warehouse.
This data warehouse can combine data extracted from the main historical database and data coming from other business databases. Reporting is done on this data warehouse.
These reports cover both the operational aspects and the business results of your operations. No heavy reports are extracted straight from the main historical database. This is avoided to ensure performance on the main system.
A set of predefined standard reports is provided. Those reports are customizable and can be launched through a report scheduler. Using report publishers the different reports can automatically be published on web-sites or intranet sites, can be mailed on a certain time to the people that need the reports, or can automatically be printed.
Export facilities are available in different formats (.xls, .pdf, etc.).
The reporting interface offers digging, filtering and drill down analysis facilities. All commonly used reporting engines (e.g. Cognos, Business Objects, Crystal Reports, …) can be used to access the data warehouse.
Using these reporting engines, logical models are built upon the physical database.
This way of producing reports gives the complete flexibility needed to interpret interaction center results the way your management demands it.