Comprehensive reporting, monitoring, command, and control of your call centers across sites, across ACD's. View real time and archival stats for agents, agent groups, calls, and IVR activity. Fully integrated with NEAX through Infolink, MIS Link, and SMDR on the 2400, 2000 and Univerge platforms. Coming soon for Cisco and Shoretel.

BENEFITS

• Hundreds of Real time Stats – Hundreds of statistics help you measure your business, and aggregate Reporting and Monitoring by business unit and department, not just by site or agent group.
  
• You Control Enterprise-Wide Access – Anyone on your LAN/WAN, from agents up to the executive suite, gets visibility to reports and real time stats. Permissions control what they get to see.

• Seamless Cradle-to-Grave – Archival reporting is seamless across the ACD and TFB applications with drill-down detail in archival reports, and mouse over detail in real time stats. Detail reports feature embedded call playback controls with optional integration of your Mercom, Voice Print, Higher Ground, Wygant, or other voice logger.

FEATURES

• Real time Monitoring and Control
  • Drag and Drop calls among queues
  • Re-assign agents among queues in real time
  • Monitor all media channels – Phone, Agent eMail, Agent Chat
  • Filter monitoring by user permissions
    
• Historical Reporting
  • Summary reports by DNIS, Split, Agent
  • Statistics include abandoned calls, average speed of answer, interaction with IVR applications, configurable grade of service, IVR usage, agent time in mode, abandoned calls by split and many more...
  • Optional integration for your voice logger embeds call playback control right in the reports!
  • Reports on media channels – Phone, Agent eMail, Agent Chat queues
  • Detailed audit trail of all call and agent transactions, including split, agent, time, ANI, DNIS, caller name and account number
  • Query engine allows a search on agent, pilot, call key, or statistic

WHERE IT FITS
		Requires CTI Server?
		Requires Media Server?
		Requires IVR Ports and Shares them?
		Requires Reserved (unshared) IVR Ports?
		Client Runs on Agent Desktop?
		Purchase Options
		Licensed By Port?
		Licensed By Seat?
		Unlimited Seat License?
		Licensed by ACD?

For more information on enterprise reporting and monitoring, ask your dealer, or contact TFB Sales at 877-612-4832, option 2, or sales@tfbc.com.