Do you have a legacy Nortel system still in use? VXSuite provides additional value to your systems by delivering specific modules to enhance reporting.
VXTracker’s ACD Reporting module for Nortel Meridian C2 utilizes both ACD and SMDR data, allowing a supervisor to drill down and see all call details for incoming calls plus non-ACD incoming and outgoing call detail for all agents in their call center.
Live View – Track and Monitor Queue Productivity
ACD Live View provides near real-time monitoring with a 30-second refresh, which gives supervisors a powerful tool for tracking and monitoring queue productivity. Features include near real-time, queue-based statistics for your entire call center and the ability to print or export to a file.
Historical Reports – See Beyond Standard ACD Statistics
The VXTracker ACD Module with Historical Reporting utilizes both ACD and SMDR data, enabling you to drill down and see all call details for incoming calls as well as non-ACD incoming and outgoing call detail for all agents in your call center. This unique merging of data empowers you to see beyond standard ACD statistics and provides detailed information on a per call basis, such as city/state, duration, DNIS and Caller ID/ANI.
You need to know when people who call into one of your queues but don’t reach an agent. If the call was abandoned before being answered by an agent, the call record generated by the PBX will show the extension number that is associated with the queue. VXTracker will run a report showing the detail of all these calls, including date, time, duration (of hold time), ANI (if received by the PBX) and trunk number that the call came in on.
Organizations with Nortel consoles can add this optional VXTracker module, which gives them visibility into individual operator statistics. It allows managers to evaluate, motivate, train and compensate operators based on actual performance.
Because VXTracker is a web-based application, owners or managers can log in from any browser to check productivity and view call activity.