Organisations could maximise revenue and enhance customer experience by simply improving agent performance and reporting on customer interactions with the IP Customer Call Reporter.
This is an ideal solution for any business that has to deal with high number of customer calls. IP Office Customer Call Reporter is a call center reporting application for use with Avaya IP Office telephone systems. It can report on bothindividual call center'agents' and on the queues (hunt groups)of whichthose agents are members. IP Office Customer Call Reporterprovides both current and historical reports.
IP Office Customer Call Reporter Real Time Reporting
Small Business Contact Center provides real time monitoring of call center activity. This is achieved via a thin client web browser session logged onto the IP OfficeCustomer Call Reporter server. Within the supervisor client a user can program up to 3 different views of their call center. This is a very useful feature as now asupervisor can divide their responsibilities into different views and compare the results of those views.
IP Office Customer Call Reporter Historical Reporting
The IP Office Customer Call Reporter reporting package has been simplified to enable the user to easily retrieve the reporting information they need from one of seven standard drag and drop report templates. The IP Office Customer Call Reporter offers "cradle to grave" reporting for businesses that want to track specifically how a call was routed through their business.
Call Monitoring & Analysis
A key feature of IP Customer Call Reporter is that supervisors are able to see real time status on agents such as number of calls answered, average answer time as well as lost calls. The range of tools provided to both agents and supervisors helps them improve their performance and deliver a superior customer service.
In order to ensure that customer service levels are maintained and best practises are adhered all calls that an agent is dealing with could be tracked, monitored and recorde
- Warning & Alarm to Supervisor
- Alarm Statistics • Answered Calls • Average Speed of Answer (ASA) % • ASA time • Calls Waiting • Agent State & Time in State (System & Group) • Grade of Service • Lost Calls • New Messages • Outbound Calls • Overflowed Calls • Refused Calls