Contact center quality assurance firm HyperQuality, Inc. recently announced the launch of HyperView 2.5, based on a new .NET platform. The new version offers advances over HyperView 2.0, the current version of the company’s proprietary online reporting tool, which is used by call center managers and agents to view call evaluations, agent scores and feedback.
Perhaps the most notable improvement is the inclusion of a data mart (a data repository that emphasizes ease of access and usability for a particular designed purpose), which will help make reporting faster. As an example, a beta user of HyperView 2.5 – a national waste and environmental services company – regularly produces agent call detail reports for all agents and sites. Using HyperView 2.5, the company was able to generate six months’ worth of reports in seconds. Additionally, the format of the reports allows users to quickly run through many reports and identify overall business performance and potential issues.
“The advanced reporting capabilities of HyperView 2.5 have been very well received,” said a company executive at the beta user organization. “Not only are we able to generate the necessary reports much faster, they are much more readable, which helps us grasp the essence of each report almost instantly. Ultimately, this is helping us make better business decisions.”
With HyperView 2.5, data integrity is verified before the report is generated, which reduces the risk of inaccurate data and anomalies. Further, because data marts are capable of delivering reports with less computation, the scalability of the system is improved. Data can also be exported quickly to Excel and a number of other standard native formats, such as PDF, CSV, MHTML and more. Because of the rich data export options, further analysis can be performed using Excel pivots, SAS and other graphical and statistical packages.
Another new feature of HyperView 2.5 is the ability to set-up recurring report delivery, allowing the user to choose between generating reports over the Web or having the reports placed in their e-mail inbox on a daily or weekly basis. The product’s flexibility makes requesting, presenting, and receiving reports efficient and easy.
“The improvements that we have made in our HyperView reporting tool will provide existing and future customers with a whole new level of functionality,” said Howard Lee, HyperQuality CEO. “The bottom line for these users will be even higher productivity and efficiency in their call center operations.”
For more information, visit www.hyperquality.com.