Introduction to VIEW
storm® VIEWTM is a powerful management information reporting solution, which provides access to a range of sophisticated and highly customisable statistical analysis tools through an intuitive and secure drag-and drop interface. This includes an accurate-to-the-second real-time interface and a powerful historical reporting interface for reporting on omnichannel communications through storm. VIEW is intended for contact centre supervisors and report administrators.
The tools gives supervisors an insight into their customer engagement operations, while reducing their workload through the use of real-time service feedback triggers, and the intelligent automation of reports.
Report screens can easily be shared between report managers and supervisors, and graphical reports can be exported as image files for dropping into reports and presentations. Data from reports can also be exported in the form of spreadsheets for archiving, or to feed into third-party systems.
Report administrators can configure VIEW to perform customised calculations on data in real time to displays statistics that are most important to the business, such as service levels, performance and trend analysis, and sales targets. For historical reporting, VIEW provides access to a set of standard historical reports, which can be used as is, or as templates. VIEW provides an intuitive graphical Report Builder interface to allow you create historical reports from standard reports or from the beginning. Custom queries can be built using intuitive metrics and filters.
VIEW integrates with storm services by default. Using the a storm INTEGRATE API (Application Programming Interface), VIEW can work with an existing network infrastructure, database or CRM system, allowing users to pull in data from any source and to push out alerts via any channel.
Report administrators, who need to design and create reports for supervisors, have access to full VIEW functionality (subject to licensing). Contact centre supervisors are restricted to viewing reports and performing tasks such as sharing dashboards, running historical reports, and managing agents.
Key Feature Summary
- Intuitive, secure drag-and-drop interface for flexible and fully customisable reporting
- Real-time reports accurate to the second and instant historical reports for any time range within a rolling 13-month period
- Standard out-of-the box historical reports
- Share reports across your organisation or with specific users, with customisable access permissions and editable templates
- Automatically distribute reports by email or SFTP and easily export data or graphics
- Multi-channel integration: trigger warnings and notification alerts via SMS, MMS, automated voice, and email