reporting and analytics

Encore Portfolio™ is a custom reporting and analytics solution that helps you to understand historical and trending performance.

Comprehensive, insightful, and reliable, Encore Portfolio reports:

  • Incorporates data from all Encore modules and third-party systems
  • Identifies skill gaps and training opportunities
  • Provides managers with immediate and actionable feedback
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Information today is more available than ever. Contact centers are using calls, e-mails, web chat, and other customer interactions to monitor minute-by-minute activity. Traditional reporting and analytics packages seek to turn this torrent of raw information into knowledge on which company can act to improve its operations, enhance what’s working, and change what isn’t. It’s clear: Reporting and analytics are critical elements of any successful enterprise or contact center operation today.

Capture Relevant Data

Encore pulls data from Encore Voice Recording, Screen Recording, and CenterPlus, as well as from integrations with CRM, ERP sales, inventory, and other processing systems to provide you with the whole picture within your organization.

Obtain Business Intelligence

Interactive report cards and telephony reports let your agents know how they’re performing; team and campaign reports provide a broader picture; trending reports let you see in what direction your organization is heading. These reports provide you with the business intelligence needed to take immediate action.

Improve Performance

Portfolio sends each of your agents an interactive custom scorecard that tells them how they're doing compared to their goals, in their team, and within the company as a whole. The scorecard tracks scheduled and completed training sessions and provides a drill-down so your supervisors and agents can focus on trouble spots or celebrate successes.