Is your contact center handling customer calls efficiently?

VXTraker's ACD Reporting module for Nortel Meridian C2 utilizes both ACD and SMDR data, allowing a supervisor to drill down and see all call details for incoming calls plus non-ACD incoming and outgoing call detail for all agents in their call center.

With VXTracker's ACD Module for Nortel's Meridian C2, you can:

• 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 - Track and Monitor Queue Productivity
ACD Live View provides near-real-time monitoring with a 30-second refresh which gives supervisors a powerful tool for tracking and monitoring queue productivity. Features include near-real-time, queue-based statistics for your entire call center and the ability to print or export to a file. Live view also provides valuable metrics, including:

• Positions in "not-ready" status
• Average speed of answer
• Calls in queue
• Positions manned
• Positions handled

Historical Reports - See Beyond Standard ACD Statistics
The VXTracker ACD Module with Historical Reporting utilizes both ACD and SMDR data, enabling you to drill down and see all call details for incoming calls as well as non-ACD incoming and outgoing call detail for all agents in your call center. This unique merging of data empowers you 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.

Other Features of Historical Reporting include:

• 35 baseline reports
• The ability to create custom views and reports by selecting the fields and viewing order of the PBX ACD data
• Reporting access via any web-based browser from any PC on your network
• A customizable framework that allows for filtering by Queue, Agent Group, Agent and Time of Day
• The ability to 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.

If the call was abandoned before being answered by an agent, the call record generated by the PBX will show the extension number that is associated with the queue. The VXTracker call accounting system will run a report showing the detail of all these calls, including date, time, duration (of hold time), ANI (if received by the PBX) and trunk number that the call came in on.