Call Center ACD Reporting Module for Meridian ACD C2 and ShoreTel Workgroups

The VXTracker™ ACD Module combines a Live View real-time status display with the power of a robust historical reporting package.

As a stand-alone application or as an optional module to VX Tracker Call Accounting software, our ACD option gives call center managers real-time and historical information to understand and analyze their queue and agent performance. Using this data, companies can increase revenues and boost agent productivity.

• View historical reporting along with real-time monitoring.

• Improve customer service by reducing wait time.

• Manage contact-center activity for maximum profitability and staffing.

• Create agent teams to see how queues are serviced by the group.

• Identify calling trends and determine peak hours of operation.

• Assess queue, skill set, route and agent performance.

• Analyze agent performance, identifying strengths, weaknesses and training effectiveness.

• Associate employee names with position ID.

• Automate scheduling to generate reports on a defined plan and increase visibility.

Live View

Historical Reporting
The Call Center ACD Reporting module of VXTracker utilizes both ACD and SMDR data, allowing a supervisor to see all call details for incoming calls plus non-ACD incoming and outgoing call detail for all agents in their call center. The ACD Reporting Module provides:

• Complete performance call detail reporting

• Call detail on ACD calls, including ANI and DNIS, per agent

• Call detail on non-ACD incoming and outgoing calls.

• Agent group performance reports

• Individual agent reports

• ACD calls and non-ACD calls on same report

• Queue performance reports

These reports are just samples of over 35 baseline reports available. This reporting feature includes:

• The ability to customize views and reports by selecting the fields and viewing order of the PBX ACD data

• Web-based application allows for reporting access via browser from any PC on your network

• Customizable framework allows for filtering by Queue, Agent Group, Agent an Time of Day

• Schedule reports to e-mail or print on a recurring basis

• User-based security access

Abandoned Calls
The number of abandoned calls for the reporting period is displayed in the Abandoned Count column. The Abandoned Average Wait column is the average time that all the abandoned calls waited in queue before hanging up.