EMBEDDED REPORTING PACKAGE

The OfficeServ 7200 system provides some basic reports and statistics available to a supervisor using a display keyset. These features can be used in conjunction with, or independently of, the OfficeServ™ DataView reporting and monitoring package.

Agent Statistics

UCD supervisor positions using a display keyset can monitor the number of agents in a group and how many agents are currently logged in. Each station’s status can be reviewed for the number of calls answered and the average call length for the day.

Call Statistics

UCD supervisor positions using a display keyset can monitor the number of calls in queue, the longest wait time for calls currently in queue, the average wait time for the day, and the total number of calls answered for the day.

Group Supervisors

Multiple supervisors can be assigned to each group and one station can be given supervisor status for multiple UCD groups.The group supervisor (using a display keyset) can log agents in and out of the group in real time to help manage the workload.

Printed Reports

UCD supervisor positions using a display keyset may run printed reports to a customer-provided printer, showing the data available from the supervisor displays. These reports can be run manually or scheduled to run at specific intervals.

OFFICESERV DATAVIEW

For users who require more power than the embedded reports can provide, the web-based OfficeServ™ DataView CTI application can be used for enhanced reporting and monitoring functionality. See separate DataView Literature for more details.

UCD Statistics

OfficeServ™ DataView provides over a dozen different historical reports to provide detailed statistics on call volume and call times as well as agent activity. Also included is a detailed Abandoned Call list to define each lost call to the UCD group.

UCD Monitoring

OfficeServ™ DataView provides several different monitoring interfaces that allow users to easily see live connection status and port activity for UCD groups and agents.

Wallboard-Style Display Windows

OfficeServ™ DataView is equipped with a series of wallboard-style displays which allow quick and easy visibility of live call status information about the group, such as longest wait time, calls in queue, agents busy, and more. This information can display as a personal PC Wallboard on an agent’s monitor. When used in conjunction with customer provided large screen display, such as an LCD or plasma monitor (TV), these same wallboard windows can provide this data to the entire call center from a greater distance with a level of clarity and flexibility that isn’t possible with traditional LED wallboards.

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