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

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' experiences 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.

The VXTracker ACD Module for ShoreTel Workgroups allows you to:

• 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.

ACD Workgroup Summary

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

With caller ID on PRI trunks, you can see who abandoned calls while in queue and call them back, improving your customer service.