Management Info
Comsys Multi Media Solutions platform produces real-time management information which is accessible via the Comsys Multi Media Solutions website. This information gives customers a breakdown of hourly, daily, weekly, monthly and yearly statistical information on their projects. Graphical representations of the statistical information are available and the reports are exportable in PDF, SVG, XML and Excel.
In the area of ACD/Call Centres real-time Workforce Management information is available. The following is just some of the information available:
- Number of Agents logged in
- Number of hour’s agents logged in (Daily, Weekly, Monthly, Yearly)
- Number of calls received – per agent – per Group - per total Call Centre.
- Average waiting time
- Average call length
- Average number in queue
- Service Levels
- Average Wrap-up time
- Average Call Length
- Abandoned Calls
Alarm parameters can be notified by text, e-mail, audible, visual and phone.
Information from IVR applications is also available and the following is a sample of what can be reported:
- Number of calls handle
- Numbers per options
- Abandoned Calls
- Where the call was abandoned
- Number of calls diverted to agents
- Average call length
- Total minutes on IVR platform
All data on
the platform is backed up three times to make sure that no
statistical information is lost. This ensures both the integrity of
the data and the ability of the Comsys platform to deliver this
important management information to our customers.
If our
standard reporting package does not fulfil the requirement that you
want then we can develop a software package which will suit your
bespoke requirements.
For a
demonstration of Web Statistical information click
here.
You can login with the user name 'Demo' and password 'Demo'.
|
|
