Solutions
VXTracker™ ACD Call Center
Now you can enable comprehensive ACD reporting and get live ACD views that tell you precisely what is going on and where, by agent or call center. The VXTracker Call Center ACD Reporting module makes use of both ACD and SMDR data, letting you drill down and see all call details for incoming calls, plus non-ACD incoming and outgoing call detail for all agents in their call centers. If PRI trunks are used, you'll readily identify which DNIS was used and see the city/state for all incoming calls.
The ACD Reporting module provides:
- Complete performance call detail reporting
- Call detail on ACD calls, including ANI and DNIS, per agent
- Call detail on non-ACD incoming and outgoing calls.
- Live ACD Views
- Agent group performance reports
- Individual agent reports
- ACD calls and non-ACD calls on same report
- Queue performance reports.
The standard license for the ACD Reporting module includes queue and agent reporting for 10 agents at one site.
Additional licenses for agents can be added in increments of 10. Additional licenses for sites and PBXs are available individually.
