Version 3.0 - Faster screen updates, user enhancements and more.
Comprehensive, cradle-to-grave, archival reporting on agents, agent groups, calls, and IVR activity. application, fully integrated with NEC Univerge and NEAX 2400/2000.

NEW IN 3.0!

• Report Generator lets you design, layout, save, and schedule reports for automatic email delivery.
• Speed-Optimized Data Engine Provides faster than ever report generation.
• Dozens of New Statistics Including multiple Grade of Service formulas, multiple configurable grade thresholds, and more call stats by queue, DNIS, pilot.
  

BENEFITS

• Unprecedented Information Provides summary and detail not available from other tools
• Uninterrupted Call Tracking Across Systems Reporting is seamless across the ACD and TFB applications
• Interactive Drill Down Detail Interactive links built into reports let users quickly drill down from summary level to details
• Access Speeds information access – anyone with a browser and permissions can access reports! Unlimited seat-licensing available!
• Stores All Call and Agent Detail Event-based reporting let's you 'drill down' into call and agent activity
  

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/Univerge 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

WHERE IT FITS
		Requires CTI Server?
		Requires Media Server?
		Requires IVR Ports and Shares them?
		Requires Reserved IVR Ports?
		Client Runs on Agent Desktop?
		Purchase Options
		Licensed By Port?
		Licensed By Seat?
		Unlimited Seat License Available?
		Single ACD License?
		Multi-Site Multi- ACD License Available?

For more information on ACD Reports 3.0, ask your dealer, or contact TFB Sales at 877-612-4832, option 2, or sales@tfbc.com.