Intelligent Call Reporting

INTELLIGENT CALL

REPORTING WITH KX-NCV200 ACD REPORT SERVER

ACD Report Server is designed to bring advanced call centre functions to users of Panasonic KX-TDE Pure IP-PBX systems. This provides useful functions such as real- time monitoring and call centre performance reports, and agent log-in.

REAL TIME MONITOR

ACD (Automatic Call Distribution) Monitoring

Clearly knowing actual operating performance is vital to optimising informal call centre management.

ACD Monitor

The Panasonic ACD Report Server lets supervisors monitor parameters, such as the number of active calls, agent status, queue status and agent/ group performance.

REAL TIME ANALYSIS

The number of incoming/outgoing calls and accumulated call data that are monitored by the ACD Report Client can be viewed in graph form. The user can also customise the format and select the data for producing graphs. These performance graphs are capable of changing to reflect changes in the ongoing status.

The following performance graph shows: -

1.Status of the ICD Group

2.Status of each agent

Performance Graphs

BUILT-IN VOICE MAIL

KX-NCV200 also offers useful Voice Mail function, as it is built on the same platform as TVM200 - providing a cost effective call centre reporting- voicemail solution to small medium enterprises

LOG REPORT

Panasonic’s informal call centre solution also provides a reporting function for the detailed analysis needed to improve call centre performance. This function allows users to create reports on call information. The following reports are provided.

Trunk Call Report

Managers obtain call information on trunks accumulated over a given period.

System Report

A system report shows a summary of the whole system accumulated over a given time.

Group Report

A group report shows a summary of selected ICD groups. Supervisors can use it to obtain statistics for each group.

Agent Report

An agent report shows a summary of selected agents in the informal call centre. Supervisors can use it to obtain statistics for each agent and to allocate resources.

Agent ID based Report

An agent ID based report shows a summary of selected agents. Agents are selected by Agent ID. Supervisors can use the report to obtain statistics for each agent ID.

Agent Log

Report

Counter shows each status

Example: Incoming Calls, Waiting Calls in Queue, Lost alls, Total Calls, Answered Calls, Logged-in Agents, etc…

ACD Reports