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Organizations with Nortel consoles can add this optional VXTracker module which gives them visibility into individual operator statistics. It allows managers to evaluate, motivate, train and compensate operators based on actual performance. Statistics such as: number of internal and external calls handled, time spent servicing both types of requests, and total time attended allow for optimization of call-handling resources. Mangers can drill in to see the detail of the calls terminated at the attendant console to view and report on call activity.
Because VXTracker is a web-based application, owners or managers can log in from any browser to check productivity and view call activity.
Time-of-day reports allow for visibility into traffic patterns for:
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