DCCI offers a very robust reporting suite and can provide any metrics needed to effectively manage a program. Reports are generated, reviewed, and distributed to you as frequently as desired. We also have the ability to provide “web portal” access to your program where you can access reports and call recordings on-demand, 24 hours a day (and it’s mobile friendly!). Some of the metrics we can report on are (but not limited to): Comment/Call Outcome Reports, Abandoned Calls, Call Offered, Calls Answered, Callback Requests, Number of Calls Monitored, All Trunks Busy/Number of Busy Signals, Average Queue Time, Number of calls aggregated by IVR prompt selection, Average Wait Before Abandon, Longest Wait Before Abandon, Handle Time (by agent and by site), Donation Details, Disposition of calls, and more.