Global Navigator

[cmick66]

Hey all,

I understand Global Navigator is a relatively new "juiced up" NEC MIS.

It's currently being installed in our site and I was curious if anyone here has had exposure to it.

Specifically, I'm wondering if I can get a good level of detail on transferred calls.

Is it possible to determine who transferred when and to where (what number)?

Leafing through the manual one report can tell me who by extension but it seems the other data points are really a peg count of tranfers but no transfer number.

Did I mis-read this or can I get a good level of detail on transfers?

Thank you,
-cmick66

 

[Spotlight41]

what version of GNAV? I have no luck with transfer numbers, but am using an older version (4.03).

 

[cmick66]

It's 4.0; probably the same version.

I'm glad to hear you're a current user.

Would you be able to suggest any reference material on it as far as creating custom reports or just good material to have on hand?

 

[Spotlight41]

I really wish I had something for you. I've basically given up on it. It's end of life, and I've had horrible service with it. We're migrating to Cisco IPCC very soon. I've searched for good documentation for 3 years now, and can't find any good material. I'm sorry.

 

[cmick66]

Yikes!

Well, you've given me an idea of what I'm in for...I suppose I'll have to wrestle with it until I can convince the decision makers otherwise.

Best of luck with your Cisco migration!

 

[smoom]

Are you purchasing GNAV new because the last install I did was around Rev 6.1. What kind of information are trying to get on a transfered call? You may need to look into a Good call accounting system along with GNAV. Along with GNAV you should look at ETHOS, and Q-Master both package offer a lot of extras that you may be looking for.

 

[3racefan3]

GNAV is typically used in Call Center (ACD) envronment to get stats on the agents, the reports it can produce are very good. It has been around for quite some time, GNAV 4.03 is the old UNIX version the newest version are LINUX and can do more. As stated before this is tool used to monitor ACD agents, how many calls they take , break time, Grade of Service , etc. ACD agents do not typically transfer calls so I am not sure about a stat for that. Your installers should be able to tell you more. It is agood product if installed and used correctly.

 

[cmick66]

Hey smoom/3racefan3,

It turns out I was incorrect on the version.
The rel installed is 6.1.1 (Linux) and seems pretty robust.

However, when I looked at the Agent Transfer report it did tell me who transferred but not when or to which number.

To clarify, it gave me a total number of transfers but only gave me data on an internal transfer (ex #). We have an external Sales line (877.xxx.xxx) and my objective is to see which agents are xfering into that line.

Any ideas why the external data may not be showing?

Thank you,
-cmick

 

[smoom]

Si the number they are transferring to a pilot of another ACD group or is it just an outside number?

 

[cmick66]

Hi smoom,

I can confirm they are transferring to an outside number; our Sales team.

Thanks in advance for any help!

-Christopher

 

[billyd3]

Try running an agent Audit Report, I believe it will show all of the calls that the agents transfered in the new Version of the Nav 6.0 or 6.1.

 

[cmick66]

Hi billyd3,

Although that is a comprehensive report which I'll certainly use in the future, it seems to only provide internal extension numbers.

I'm wondering if there is a report (or a way I can configure one which can tell me the outbound digits dialed by an agent.

I'm trying to capture agents who are transferring to an external group and shouldn't be.

Thank you for your help,
-cmick

 

[smoom]

The only way to capture what they are dialing would be with a good Call Acounting package. If you just want to count how many times they transfer to a certain number you can add a couple of pilot with Tally short or Tally ong in the CCV's for that pilot. When you run a tally code report it would show you how many times the calls made it to the tally point

 

[cmick66]

Hi Smoom,

Thank you for the suggestion which I may very well pursue to resolve the issue.

Would you be able to suggest a good Call Accounting package which is compatible w/GNAV 6.0?

Thanks again,
-cmick66

 

[smoom]

Do search of past post's in the forum. There are so many packages available, it just depends how many bells and whistles you would like. One thing to look at is how the data will be stored by what ever program you choose. Some use proprietary database formats, other use standard database structures in SQL.

 

[cmick66]

Hi smoom,

I'm going to take your suggestion as well as features to look for and research some call accounting packages. It seems a worthwhile investment.

Thanks for your help,
-Christopher