Because of the comprehensive, accurate, interrelated and accessible data provided by the QPC MIG it is often used as the data source for contact and work reporting and analytics applications operating both in real-time and historically. The event data sets within the QPC MIG enable innovative, as well as commonly used, reports and analytics solutions to be created for many roles throughout the contact centre - from agents to managers, operational analysts to contact traffic specialists. The types of reports and analytical applications that can be created with data from the QPC MIG are extensive but commonly include:

• Customer journey analysis - showing where, when and by who/what each leg of a customer's journey was handled.
• IT asset use analysis - typically contact volumes handled, IVR ports used / unused and directory number / extensions used / unused.
• Automated service analysis - how many customers made which selections and where transactions were abandoned.
• Transfer analysis - which dialled numbers, IVR routing options, IVR automated service applications and agents generate the most transfers.
• Handle time reports - call, after call work and office task handle time by agents, teams, skills, contact types business units and sites etc. Both real-time and historical.
• Phone and office agent work state reports - including log in/out ready/not ready and various after call work types by agents, teams, business units and sites etc. Both real-time and historical.
• Service level reports - wait times and calls / work in queue by contact types, business units and sites etc. Both real-time and historical.
• Offered contacts and work reports - by contact / work types, business units and sites etc. Both real-time and historical.
• Contacts / work handled reports - by agents, teams, business units and sites etc. Both real-time and historical.
• Contacts abandoned reports - by contact types, business units and sites etc. Both real-time and historical.

QPC offers several analytics, reporting and display solutions that work with the QPC MIG to deliver this (and other) critical information how, where and when you want it:

• QPC Reveal - Reporting - Comprehensive historical and real-time reporting for users at all levels in the contact centre including agents, team leaders, managers and for those in specialist roles like contact traffic management.
• QPC Reveal - Analytics - Innovative 'ready to use' & bespoke reporting applications for analysts. Built using the QlikView Business Intelligence (BI) solution these applications give incisive operational need driven insight into contact centre operations. These applications can be viewed through the QPC Reveal Reporting portal or used as stand alone QlikView applications.
• QPC Reveal - TV - Provides impactful and meaningful information to enable better communication within community spaces using wallboards and dot matrix displays.
• QPC Reveal - Mobile - Gives access to time critical management information from anywhere in the world via a PC or mobile phone.