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IP Office Customer Call Reporter Real Time Reporting
Small Business Contact Center provides real time monitoring of call center activity. This is achieved via a thin client web browser session logged onto the IP Office Customer Call Reporter server. Within the supervisor client a user can program up to 3 different views of their call center. This is a very useful feature as now a supervisor can divide their responsibilities into different views and compare the results of those views.
For example, assume that a call center supervisor is responsible for the following hunt groups in IP Office; Computer Sales (201), Monitor Sales (202), Warranty Service (203), and non-Warranty service. The Supervisor can create two separate views entitled "sales" and "service" and compare the number of calls, length of call, etc. This allows a supervisor to see a whole system as it relates to the business function (sales, service).
The Supervisor views are private and can only be seen with a login. A view may be created that shows specific Hunt Group and Agent statistics as well as Alarms and Warnings. Each of the three views are summarized and made available to any Agents when they login and select their corresponding Supervisor. An example of the Supervisor real-time view is shown below:
Alarms
The Small Business Contact provides different levels of alarms for the supervisor and agent to properly manage their call center activity. As parameters move from a normal to alarm state, the color of the field within the realtime view will change depending upon the level of alarm; white for normal, yellow for caution, red for alarm, and blue for alarm acknowledged. The following statistics can have alarms set against them within the IP Office Customer Call Reporter:
Statistic Full Name
Available for
Warning/Alarm Type
Queue
Agent
Agent State (Queue) Time
>1-999
Agents ACW
>1-150
Agents Available
<1-150
Agents Logged On
Answered Calls
Answered External (Non-Queue)
Answered Internal (Non-Queue)
Answered Internal (Queue)
Average Answer %
<1-100%
Average Answer Time
>1-600
Average Wait Time
Busy Not Available
Calls Waiting
Current Wait Time
Grade of Service
Internal Made
Longest Wait Time
Lost Calls
New Messages
No Answer
Outbound Calls (External)
Overflowed Answered
>1- 999
Overflowed Calls
Overflowed Calls Waiting
Overflowed Lost
Queue State Time
Routed to Other
Routed to Voicemail
Transferred
Agent View (PC Wallboard)
In Small Business Contact Center, the Agent view is part of the agent reporting license, every licensed agent will be able to run their own view. An Agent is able to login via a thin client web browser session and associate with a Supervisor. The Agent view also displays any alarms that have been set by the Supervisor and is featured to act as a PC Wallboard display.