The Daktela platform offers a programming API interface including realtime API. You can even write your own agent’s control toolbar directly into your application using this realtime API. There are API functions for obtaining historical data and activities, including call recordings, Webchat / SMS / Facebook transcripts etc. For advanced analytics, it is possible to use any third-party BI tools or existing ready made integrations.
There is no need to wait for the end of the week or month to see how you are performing. Daktela Reporting provides tools for real time reporting designed for management of contact centre operations with many standard reports available showing historical statistics.