The Reporting Engine is an integrated online reporting solution based on the fast emerging industry standard SQL Server 2005 Reporting Services. This is a highly scalable and versatile base on which to build reporting solutions and fits well into the SOA strategy, since reporting services support generation of reports by consuming web services data. It also fits well into standard web content management platforms. Reports are generated dynamically and based on client requirements for both Historical and Real-Time Reporting

Service Level Metrics	Key Performance Indicators
Calls Received	Average Speed to Answer
Calls Answered	Average Hold Time
Abandon Rate	Average Talk Time
Order Conversion	Average Wrap up Time
Upsell Conversion	Longest Queue Time
Average Order Value	Contact Escalation Rate
Revenue Per Call	Agent Occupancy/Staff Utilization
Revenue Per Order
Average Handle Time
Percent Idle Time