Comprehensive, cradle-to-grave, archival reporting on agents, agent groups, calls, and IVR activity. application, fully integrated with NEAX 2400/2000.

BENEFITS

• Provides summary and detail not available from other tools
• Reporting is seamless across the ACD and TFB applications
• Interactive links built into reports let users quickly drill down from summary level to details
• Speeds information access – anyone with a browser and permissions can access reports!
  

FEATURES

• Reports on media channels – Phone, Agent eMail, Agent Chat
• Detailed audit trail of call transactions
• Detailed audit trail of all agent transactions
• Summary reports by DNIS, Split, Agent
• Statistics include abandoned calls, average speed of answer, interaction with IVR applications, grade of service, IVR usage
• Detail for every call – call type, DNIS, ANI, account, name,
  duration, agent interaction, application interaction
• Query engine allows a search on agent, pilot, call key, or statistic
• Support for email and web chat queues and agents
  

ARCHITECTURE

• Designed to support multiple NEAX ACDs
• Built on open SQL Database
• Optional API for real-time data feed
• Accommodates integration of data from external systems like voice recorders
• Supports email and web chat queues