Call Center Stats

[dowjonestt]

Does the Nortel Call Center agent station software provide any stats regarding incomming calls, duration, dropped calls, etc?

I have a gold course reservation center that wants to get more than just calls routed to the reservation agents. They want to monitor calls and stats etc.

Thanks!

 

[CTCINY]

You need reporting for call center installed.

What doesn't kill you only makes you stronger.

If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin RIP

 

[dowjonestt]

Thanks. Is included with the agent station software or is that seperate?

 

[CTCINY]

Its seperate keycode

What doesn't kill you only makes you stronger.

If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin RIP

 

[cook1082]

You need auth codes $$$$

 

[ptstechnician]

Get ready to pay $3,000 or more.

 

[dowjonestt]

This site is looking at putting in about 10 agents and wants this reporing feature are they still looking at about 3,000.00?

 

[jerryreeve]

more than since the 3k was just for the reporting you also need the keycode to activate the call center.

Capability                         Basic       Enhanced
configured agents                   20          100
active agents                       10           50
agent priorities                    20           20
dynamic priorities                  Yes          Yes
Incoming call center lines          15           30
overflow rules/levels               10           20
skillsets/queues                     2           30
sillset mailboxes                    2           30
recorded announcements              30           50
intilligent routing                 N/A          Yes
reporting for call center         optional       Yes
softboard (realtime stats on PC)  optional       Yes
Wallboard                         optional     optional

----------------------------
'Rule 29', "The enemy of my enemy is my enemy's enemy. No more. No less."
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JerryReeve
Communication Systems Int'l
com-sys.com