To ensure great service to its callers, iTouch Point uses a 2 part component to track and manage their incoming calls. Avaya Call Management System, and Queue Statistics.
Avaya CMS
Designed for businesses with complex contact-center operations and high call volume, Avaya Call Management System is a database, administration, and reporting application to help businesses identify operational issues and take immediate action to solve them.
Using a familiar Windows interface, managers can view data and receive customized threshold and exception alerts, all in real time. They can also view historical reports to help them analyze trends, establish performance benchmarks, and plan new marketing or customer-service campaigns. These reports can be easily customized to suit the needs of the business. With easy access to real-time and historical data, managers can make faster, better informed decisions, for more effective contact-center operations.
Some key features that Avaya offers are:
- Get immediate feedback
Real-time monitoring and customizable alerts ensure that managers can spot problems and respond immediately. - Simplify monitoring and reporting
A wizard and other tools make it easy to design customized reports. And managers can schedule the running and printing of reports, ensuring that the call center is always being managed using the most up-to-date information. - Address problem areas immediately
If real-time reports show conditions that require immediate changes to keep the contact center operating smoothly, integrated administration enables managers to instantaneously drill into admin to make the required changes.
Queue Statistics
This queue statistics will give you complete overview for all incoming calls to your queue and outgoing calls from your asterisk server, as well as better control of the quality of the service that you provide to your clients. You can have table and graphical representation for the total amount of incoming calls, outgoing calls, calltime, ringtime and transfers for chosen period of time and group, divided by agent, date, hour or weekday.
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