Live Voice Management
ACD Reporting for ShoreTel Workgroups
Do you know which callers are hanging up before their calls reach your agents? Do you have the right staffing schedule for your call volume? Do you know which agents are your top performers? Low performers? Do you know which workgroups have the longest and shortest queue times?
• View historical reporting along with real-time monitoring. • Improve customer service by reducing wait time through appropriate staffing. • Manage Workgroup activity for maximum profitability and staffing. • Identify calling trends and determine peak hours of operation. • Assess Workgroup, route and agent performance. • Analyze agent performance, identifying high and low performers. • Retrieve ACD data necessary to perform Erlang calculations. • Associate employee names with agent ID in ACD reports. • Automate scheduled reports to increase visibility throughout your organization.
VXTracker’s ACD Module provides managers of ShoreTel Workgroup call centers the historical and near real-time information necessary to understand and analyze their customers’ experience when calling into their organization. Utilizing the VXTracker ACD reports, organizations can reduce customer wait times, improve customer service, correctly staff for call volumes and boost agent productivity.
See Beyond Standard ACD Statistics
The VXTracker ACD Module utilizes ShoreTel ACD and SMDR data, allowing a supervisor to see all call details. Supervisors can see non-ACD incoming and outgoing call details for all agents in their call center alongside their ACD traffic. This unique merging of data empowers customers to see beyond standard ACD statistics and provides detailed information on a per-call basis, such as City/State, Duration, DNIS and Caller ID/ANI. Features include: • 16 ACD reports • Create custom views and reports by selecting the fields and order of your ShoreTel ACD data • Web-based application allows for reporting access via browser from any PC on your network • Customizable framework allows for filtering by Workgroup, Agent, Time of Day and Day of Week • Schedule reports to e-mail shift supervisors, managers and executives on a recurring basis • User-based security access
ACD Agent/Position Summary for Workgroup 1300
VXTracker Optional Module ACD Reporting for ShoreTel Workgroups
ACD Workgroup Summary
This shows 5 abandoned calls in Workgroup 1300
Gain visibility into your Workgroup load. Are calls being handled by agents, being forwarded to voice mail or being handled outside the queue? Or, are they simply being abandoned?
Inbound/Outbound Call Summary, By Extension
1300 - Receptionist
These are calls that hung up in queue. Have an agent call them back.
With caller ID on PRI trunks, you can see who abandoned calls while in queue and call them back, improving your customer service.
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