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Powerful Reporting and Analytics

Turn Data into Actionable Insights

Make smarter, data-driven decisions.

Leverage real-time wallboards, custom reports, and cradle-to-grave analytics to enhance performance. Xima’s central repository and evaluation tools provide everything you need in a central repository to drive efficiency and optimize operations with ease.

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How Xima Fuels Reporting and Analytics

Standard and Custom Reports​

Xima’s reporting tools provide both standard and customizable reports to deliver actionable insights. With over 30 templates, you can track key metrics like call volume and resolution times, helping you optimize operations and enhance the customer experience.

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Deep Cradle to Grave Reporting

Xima’s Cradle-to-Grave feature offers a complete view of every customer interaction in a single interface. It helps supervisors and agents monitor real-time progress, review histories, and improve service efficiency with ease.

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Scorecards and Evaluations

Xima’s Scorecards and Evaluations provide a structured framework for assessing agent performance. Managers can create custom scorecards to measure key behaviors, such as communication skills, adherence to protocols, and problem-solving abilities. This feature ensures performance reviews are consistent, fair, and aligned with company goals.

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Realtime Wallboards

Xima’s Realtime Wallboards provide live insights into your contact center’s performance, displaying key metrics like call volume, wait times, and agent availability. This real-time visibility enables managers to make informed decisions and allocate resources efficiently, ensuring optimal customer service.

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Central Repository

Xima’s Central Repository consolidates communication data from multiple locations into a single, centralized hub. This unified approach enhances collaboration, ensures data accuracy, and provides comprehensive insights across all sites, streamlining management and improving operational efficiency.

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Customer Success
Is Our Focus

Read more about how our solutions have helped improve businesses across the globe.

A person looking at statistics on a laptop screen
Customer Success

Essential Credit Union Customer Success Story

“The contact center is a vital channel for answering routine questions and keeping departmental teams free to work
on other priorities,” says Collins. “It’s therefore very important that our agents have the best software to manage calls. With Xima in place, we can work more
effectively and deliver more consistent levels of service to our members.”

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Customer Success

Fairfax Pediatric Customer Success Story

“With Xima it’s nice because we can see the number of answered calls per user, we can see how even it is between all the users. And then we can see which phones are currently in use and which are ready.” – IT Manager

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Customer Testimonials

Read more Xima reviews from real customers.

I have been in this business over 40 years and I seldom run across a company that has an excellent product and incredible support. YOU are one of those companies!
Pat RussellTween Waters
ACO, paired with Xima, makes a really stellar phone system that has not only the stability that we need when we need it, but also the true functionality of a call center phone system that has also the ease of use for its end-users.
Anthony CifaniIT Systems Manager of Teoma Systems
We had looked at numerous reporting packages, and some had features that we wanted, while others did not. But when it came down to Xima, it was the perfect solution. It had the features that we wanted at the price we were looking for.
RMA Of Texas
Xima provided us the ability to not only monitor calls but also to run different custom reports. Running reports, displaying and sending those reports in different formats from within the solution itself is remarkable.
Manny SinghSystems Administrator of The Arthritis Society

Frequently Asked Questions

FAQs About Customer Service Applications
Customer service applications streamline communication, track customer interactions, and provide actionable insights. This helps businesses optimize workflows, improve response times, and enhance customer satisfaction.
Real-time reporting allows businesses to monitor call volume, agent performance, and wait times instantly. This enables quick decision-making, better resource allocation, and improved customer service during peak times.
Yes, most modern customer service applications support multi-channel communication, including voice, email, chat, and SMS. This ensures a seamless and consistent experience for customers across all touchpoints.

Analytics provide data on key performance indicators like resolution times, customer satisfaction, and agent productivity. These insights help identify areas for improvement and drive data-driven decisions to enhance service quality.

Absolutely. Many customer service applications offer customizable reporting tools, allowing businesses to focus on specific metrics relevant to their goals, such as first-call resolution rates or average handling times.

Don’t see your question here? 

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Feature Release Webinar

Join us for an exclusive webinar as we dive into our latest product releases for IVR, MMS Messaging, and our Social Media Integration.

  • IVR (Interactive Voice Response)

  • MMS Messaging

  • Social Media Integration

Register Now

Thursday, September 12, 2024 | 11:00AM ET