Welcome to the Call Centre Investigator.
The graphical reporting package for your Ericsson MD110 Call Centre.
Product Features
Graphical and tabular reporting
Reporting is available for ACD groups, Agent groups, Agents and Call Qualification codes. Some reports will take information from both ACD and Agent information to bring you a more complete report.
Combined Reporting
Do you have agents that answer calls from more than 1 ACD group?, maybe all your ACD groups are answered by the same agents?. Then the only way you can get your call flow for a day is to run an interval report for each ACD group and manually add all the Intervals yourself...... WRONG!, just click on the 'Combined Report' option in the Investigator. The ACD groups you selected will be merged into one report. It can be grouped by Interval, Day or Period.
Multi Site Reporting
You define your own CCM sites. Any site that you have access to via your computer network can be reported on from 'The Investigator'.
Advanced Reporting
'The Investigator' has advanced reports which combine and analyze your data, presenting you with a clear graphical report on information that would take hours to do any other way. Advanced reports include trend reporting, exception reporting and Calculated agent requirement reports ( using Erlang calculations and your historical data).
Why Print Reports!
You will already save many pages using 'The reporter'.Information that was scattered across reports in now available where you want it. The email and save to disk options will save you even more paper. Send you reports as email or on floppy disks. The small report viewer included with the package will allow anyone to view and print the high resolution graphs.
Easy to use Interface
This interface is designed by someone who has run as many reports as you have ( probably more!). Select to report on 'Today', 'Yesterday', 'This Week' or 'Last Week' with a single click. Select the size size of the report when it first opens. Select your work day. Select to hide all menus and have your report fill the screen.
Want More?. Order it!
One thing I have learned over many years of working with Call Centres. No two are the same. I know you will have requirements that are not included. Email the report you need to detailing exactly what you are after. You will receive an example which you can view using your system. If you wish to add this report , simply place an order. ( A quote will be included in the example) .
Product Requirements
- Ericsson CCM 2 or CCM3 Server (Running SQL 6.5)
- Windows NT 4.0 or Windows 98 computer. ( Not yet tested on 95)
- 32 meg of FREE memory. (Currently not being used)
- 17 inch Monitor with minimum screen resolution of 1024 x 768
- 40 meg Hard Disk (For the Installation)
- A Network Connection to your CCM Server (Named Pipes support required)
- Mouse. ( No keyboard support)
- Color Printer. ( B & W will work but some reports may be hard to read)
- MAPI compliant email program. (For email report option)
Installation Details
You do not need to be an engineer to install this program. The Installation can be done by any-one who has experience with installing software. To add a CCM site you will need to know the system administrators password of the CCM server. You may need to get this from your local Ericsson support people.
As this product is currently under development , features detailed here are genuinely believed to be in the first version. Any features that seem unlikely , or are low priority will be detailed as such.