News and Updates

News

August 15th 1999

NEW DEMO AVAILABLE

The new demo is here. Complete with Erlang based 'What if' and 'Required Agent' reports. Theres so many small changes that I cant mention them all, but there another new report that will show you what you agents were doing, by ACD group. ( 'Detailed agent' report) Includes outgoing, Non ACD Incoming, Other ACD , Unavailable and Current ACD states. Sounds straight forward right?, Wrong!, try to find that information in your reports... Its not there. You need the Agent Algorithm to extract this data. This algorithm may not be suitable for all Call centres... I'll give you more information later.

The weekly trend reports are now all upgraded to 3D reports as well and since the Help is not finshed , there is a 'readme.txt' file with general help on using the demonstration.

Progress.

Going well, the instalation CD is now finished. The current priority is the 'Help' files. These will include detailed descriptions on how to read and interpret the reports.

I cannot give any more information on the release dates, pricing etc.. I'm afraid you will have to continue waiting. I will publish information about the distribution and sale of this product when I am able to.

Well Thats it for this week, I'll see you at the download page!.

July 21st 1999

Some reports online

Well not much of an update. The demo has not been updated, I am busy on the instalation of the complete reporting package. But, I have added some examples of the difference you get from using 'Available agents' from CCM . Its at the bottom of this page!.

July 10th 1999

How many agents are available?

Have you ever questioned the figures you get from CCM?. Ever thought some of those numbers looked a little off?. Well I can assure you that they are extremely reliable. I could have said that they were always right... but then I would have been wrong.

For more information follow this link.

Required Agent reports working

With the newly added Agent Algorithms ( see the above heading) , the Erlang based required agent reports are now working. The Demo will be updated shortly to include these reports. ( as well as a few minor fixes and reduction in size)

June 29th 1999

Can the demo cause problems for my CCM?

I've had some concerned people who are worried about their CCM data. They are worried that the demo can harm the data. The answer is NO. Definitely not. The demo does not connect to your CCM server. Its all faked!, it looks like its connecting, and it even shows that its collecting data, but its just doing that to show you what the real version will do. The reports are simply saved files. The date range and all the data is fixed and changing the options in the demonstration will not effect them.

DEMO Updated again !

Yes again!, There were some issues with swapping to another install program. I should have waited longer before putting out the new demo install. There were several missing key files that some computers don't have normally. I have verified this install with a cleanly installed Windows 98 PC. (After formatting the hard disk!), so I'm fairly certain that this build is O.K. Please go to the download page to get the new Demo.

June 28th 1999

( News removed to save space)

June 27th 1999

DOWNLOAD A DEMO TODAY!.

This Demo looks like the real thing, and has all the reports that are finished. ( around 40 including the different grouping options). All the options and forms are there for you to try. In fact , the GUI is exactly the same as the real application. It allows you to create modify and test sites. (Up to 2) So why carry on reading!, go here to download now.

What's Working? (In the full version!)

As I stated above, I have 40 reports ( including the report groupings) finished. All reports work on both CCM 2 and CCM 3.

Reports include : graphical and tabular  reports , combined reports (Reporting on more than 1 ACD group by Interval , Day or Period), some agent and agent group reports, Trend Reports for days of the week, Target reports ( showing the results against the targets you define), best worst and average report etc.

What's to Come?

I am still focusing on ACD reports to start with. There are a few Agent reports in the Demo as a potential Customer has requirements for these.

The outstanding ACD reports that are the Erlang based 'What if' reports. I have the Erlang calculations all working and have created a few reports to try. However there are difficulties in getting accurate data from a CCM database. Its complicated, but basically the relationship between the Agent and the ACD groups is not that good in the CCM database . For some sites this is not an issue, however sites that have a complex relationship between the agent and the ACD groups will get poor results. I will continue to try and Improve the usefulness of these reports.  Rest assured, I know CCM very well. If its possible, I'll do it!.

What's the time frame?

The full commercial release for this product to the public will be in October 1999. There will be some "One Off" customers up to that date. At the release any one will be able to purchase The Investigator either directly or via distributors.