IPCC Alternative

[Rashtif]

Hello all,

We are currently using IPCC to manage incoming calls, but are considering a possible alternate solution. I am new to Cisco Call Manager, and am uncertain where to start looking. If anyone could point me in the right direction, I would be greatly appreciative. These are the requirements I have:

In the order of criticality:
1. Get the customer to the person most likely to be able to address their call as quickly as possible with the least amount of hassle to the customer

2. Be able to measure overall efficiency in terms of:
wait time

3. Be able to measure CSR efficiency in terms of:
calls handled
busy time
available time

4. Be able to gather some metrics in terms of:
calls received
abandoned calls
dropped calls

5. On-line supervisory function - to be able to actively monitor who is on-line, active, busy, etc. in real time (NOT PROPERLY PRIORITIZED) and to re-set off-line CSRs


Thanks in advance,
Jon

 

[Raymondo206]

I would have a look at IPFX.com
We Currently run a system called Altitude. we are moving over to IPFX.

IPFX has much more funtionallity/stability.

Ray