CC4Teams Real-Time Reporting V4.0: Faster Insights, smarter dashboards, sharper decisions
Real-time reporting became more powerful, consistent, and even easier to use.
With CC4ALL Real-Time Reporting V4.0, you can instantly monitor Agent, Voice, and Text activities, and now with the same structure, categories, and calculations as your historical reports. That means no more switching between mismatched dashboards or questioning if your numbers align.
This isn’t just an upgrade in features, it’s a game-changer in how quickly and confidently you can respond to what’s happening right now. In today’s fast-moving customer environments, every minute counts. If wait times spike, a channel is underperforming, or agents need support, you can see it immediately and act before it impacts your customer experience.
What’s new in CC4Teams Real-Time Reporting V4.0?
We’ve made many improvements to make your reporting more intuitive, flexible, and effective.
1. Omni-Channel real-time coverage
- Voice, Email, and WhatsApp — now available for both historical and real-time reporting.
- Combine KPIs from Voice and Text to create true Omni-Channel dashboards.
2. Smarter dashboard building
- New report templates make it easier to create real-time dashboards.
- Select the KPIs (known as “Tiles” in Power BI) you need and pin them in just three clicks.
- Update dashboards anytime, without technical help.
3. More powerful KPIs
- 55 KPIs for Voice, 19 for Text, and detailed Agent metrics.
- KPIs now include hover descriptions for instant clarity.
- New accent bars distinguish between inbound, outbound, active, and all Voice calls.
- Dedicated callback page with seven callback-specific KPIs.
4. Visual Alerts
- KPIs can change color in real-time when thresholds are met.
- Multiple thresholds per KPI, or even the option to combine two KPIs for a custom alert.
- Example: “Total Inbound Calls” turns red if average wait time exceeds 60 seconds.
- Configure alerts yourself; no need to submit a request.
5. Smarter Filtering
- We added a new filter page.
- Active filters are clearly visible, showing how each affects others.
- Direct link to the updated Data Dictionary for quick reference.
Why this upgrade matters
This is more than just new features, it’s about making your data work harder for you:
- Consistency – Real-time and historical reports now use the same data sources, categories, and calculations.
- Speed – Make operational decisions in the moment, not after the fact.
- Control – Build and customize dashboards in seconds, without IT involvement.
- Clarity – Everyone is now on the same version, making support faster and simpler.
Why it’s so important:
In customer contact, delays in reacting to data can mean missed SLAs, frustrated customers, and lost revenue. The faster you see and understand what’s happening in your Customer Contact, the quicker you can fix it. Whether that’s reassigning agents, adjusting queue priorities, or escalating urgent issues. CC4Teams reporting V4.0 gives you speed and confidence, helping you protect your customer experience and your bottom line.
How to access the new reports
If you’re already using CC4Teams, upgrading to Real-Time Reporting V4.0 is the fastest way to take your reporting to the next level, with instant insights, visual alerts, and full Omni-Channel coverage. The new CC4ALL Real-Time Reports V4.0 are already available in your environment, alongside your current reports. You can switch at your own pace, but we recommend upgrading today to start benefiting from the new features.
More than Customer Contact Reporting: The full power of CC4Teams
If you’re not using CC4Teams, this update is just one of many reasons to make the switch.
CC4Teams transforms Microsoft Teams into a complete, AI-enhanced Customer Contact solution, bringing together Voice, Email, WhatsApp, Web Chat, and social channels in a single, easy-to-use interface.
With CC4Teams, you get:
- Unified customer interactions – every channel is in one place.
- AI-powered assistance – more intelligent routing, faster responses, and actionable insights.
- Advanced reporting – now with real-time and historical alignment.
- Scalable flexibility – built to grow with your business.
- Microsoft-certified integration – native to Teams, secure, and reliable.
And now, with V4.0 real-time reporting, you’ll always know exactly what’s happening in your contact center, as it happens.
Move to CC4Teams today and put all these benefits (and more) to work for you.
Your customers will feel the difference.
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