For example, do you know how many callers get an engaged signal, how many hang up while waiting in a queue, and how patient your customers are when waiting for a reply?
How are traffic and waiting times spread out over the day?
Are your lunch breaks organised well enough?
Should you change your opening hours?
Are you reaching the goals you have set yourself, e.g. 80% answered within 30 seconds?
How many e-mails and calls does the individual agent answer from the different queues, and what is the average call duration and e-mail processing time?

Consorte SONAR answers all these questions. SONAR is a web-based statistics solution for Consorte PORTAL, PULSE and UNITE. In SONAR, you can choose from different reports at total, queue and agent level, and you can freely select time periods, with a quarter of an hour as the minimum unit. SONAR also incorporates advanced search and filtering options for creating custom reports.

You can download reports to files if you want to save them locally and work on them further. We also offer reports delivered automatically to a file on an FTP server. If you wish to mine the data deeper than the SONAR reports do, we can supply raw data files containing fully detailed records. SONAR can also supply input files each quarter of an hour to the Teleopti CCC staff planning system if you are using Consorte PULSE.