Heard at 9:15 AM: “I need that data NOW!!! Email it to me please…”

Ever hear that from the Contact Center manager/director/person-truly-in-charge?

Using the Contact Center Interaction Viewer (CCIV) to track calls in real-time, you can create a pdf report complete with columns and headers in about 30 seconds.

Here’s a CCIV screen:

Copy the headers and all the data you need using “Filters” to isolate an ANI or Agent (just 2 examples of many):


Then drop it into Excel (I dropped it onto line 3 to have some title space, and then resized columns just a bit for visibility):

“Save As” pdf and you’re done. Total elapsed time is about 30 seconds.


Delivered at 9:16 AM:

“Here you go, boss, the report is in your email in-box.”

Digital transformation has become a top initiative for business and IT leaders. In today’s business world, sustainable market leadership is no longer based solely on which company has the best products or even the best people. Instead, organizations that are agile and can quickly adapt to rapidly evolving market trends will become market leaders.

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