Realatica

Choose the right analytics software, Have the strong balance of monitoring all the business performance entities and run all your call center reports over REALATICA like

How many calls were abandoned, how many answered, by whom, call durations, wait times, call distribution per day, week, month, hour, queue, day of week, agent session times, pause durations, etc.
Includes a search facility, a realtime view where you can also pause/unpause or remove members from queues, integration with recordings so you can download/listen to queue call recordings.

All from your web browser, without the need to install anything on the client side. Since version 2.0 includes a report designer that lets you tweak columns and formulas and a REST interface to get data for your own applications.