Intelligent Contact Center statistics 1

[kbullers]

What performance statistics does Intelligent Contact Center track in real time? Calls in queue, calls answered/abandoned, etc?

 

[Runako]

Reporting for call center does all that and more.....

 

[kbullers]

So Reporting for Call Center will show this data in a live state (i.e. in a table or graphical form), not just in a report that you have to run?

 

[Runako]

That is correct you can run realtime or reports

Hope that helped

 

[Deweyhumbolt]

All of it color-coded, to represent an incoming call, on hold, outgoing call, in Not Ready state, and logged off. Plus, configurable based on Skillsets or Agents, or both.

Adversity is Opportunity

 

[kbullers]

So is there much point in getting ICC and Reporting for Call Center? It seems like from what you are telling me that Reporting for Call Center will give me historical and real-time reports, as well as monitor agent status/queue status/etc. Those are the things that I need and would rather just get one app if possible.

 

[kbullers]

I can't find info on Reporting for Call Center on Nortel's site... anyone have a link to more info?

 

[kbullers]

?

 

[BombOne]

you need both, ICC is the app that make ACD work, reporting for cantact center makes the reports work.

http://products.nortel.com/go/product_content.jsp?parId=0&segId=0&catId=B&prod_id=45100&locale=en-US

 

[kbullers]

Great, thanks for the info