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Example of Application Utilization for PBX sales. Improve Helpdesk Profitability, Productivity and Customer Experience with CA ACD Reports Module. Provides Reporting Features to CA Supervisor Enabling Agent and Group History Analysis Monitor Simultaneously System ACD Groups

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Example of Application Utilization for PBX sales

  • Improve Helpdesk Profitability, Productivity and Customer Experience with

CA ACD Reports Module

  • Provides Reporting Features to CA Supervisor Enabling Agent and Group History Analysis
    • Monitor Simultaneously
    • System
    • ACD Groups
    • ACD Extensions
    • CO Trunks
  • Useful For
    • Inbound Helpdesks (Help Desk, Customer Support, Sales, etc.)
    • Outbound Helpdesks (Telemarketing, Political Surveys, etc.)
  • Increase Helpdesk Profitability
  • Reduce abandoned calls by moving agents as needed
  • Improved agent performance
  • More calls served by the Helpdesk
  • Increase Helpdesk Productivity
  • Better manage and control agent break/idle/wrap-up times
  • Assess service level
  • Identify trends in the Helpdesk (busiest hours, days, etc.) and adjust staffing accordingly
  • Improve Customer Experience
  • Lower wait times in queues

Select the Report Type

Panasonic CA Supervisor

  • Group Report
  • Total Calls
  • Lost Calls
  • Overflows
  • Average Answer Time
  • Max Waiting Calls
  • Max Waiting Time

ACD Reports Module

  • Agent Status Report
  • Login Time
  • Logout Time
  • Not Ready Time (Break)
  • Busy Time
  • Working After Call Time (Wrap-up)