Siebel Customer-Centric Enterprise Warehouse Installation and Configuration Guide > Configuring Siebel Enterprise Contact Center Analytics >

Overview of Siebel Enterprise Contact Center Analytics

The Siebel Enterprise Contact Center Analytics application tracks incoming and outgoing contacts and their resulting activities, and the agents performing contact center tasks. The Siebel Enterprise Contact Center Analytics application is made up of these functional areas:

• Customer Service
• Contact Center and Agent Performance
• Service Delivery and Costs