|
The Reporta is a software module in the Storacall UltraVox system. The Reporta can run as a client application on a suitable desktop PC or as a fully integrated module of the UltraVox call processor. The UltraVox will connect to virtually any telephone system.
Call Management
The Reporta is a software package designed to give comprehensive feedback on the efficiency of call handling, whether for quick assessment or in-depth analysis. The Reporta software will run on any Windows 95/98 or Windows server networked to the UltraVox or QueueCall voice server. It may also be run directly on the UltraVox NT main server console.
Unlimited Report Formats
The Reporta is supplied with a wide selection of standard tabular and graphical reports which may be printed on demand or previewed to the screen. The Report Creator allows you to modify these reports or create your own from scratch to meet exactly the requirements of your call centre and management staff. Report formats are saved in a list and can be called up quickly on demand. |
|
|
Call Answering
The most frequently required reports provide feedback on how incoming calls are answered. Information on the time that callers are waiting in the queue, how many callers abandon and peak traffic times may be analysed and averaged over a range of time periods. With the Reporta for Equate, the call handling efficiency can be compared with the staffing levels. In-depth feedback allows you to predict staffing requirements on a daily or hourly basis and provide an efficient service without the expense of over-staffing.
Staff Performance
The Reporta for Equate links with the UltraVox ACD or QueueCall ACD modules to analyse the performance of your call handling agents. Comparison in the number and length of calls handled means that under-performance may be identified and allows incentive schemes for agents. Since the Equate allows agents to assign their time to particular activities, the Reporta may produce timesheets for agents and form the basis for time logging or payroll systems.
Tabular Reports
Tabular reports may be printed in Portrait or Landscape formats with up to 12 columns of data. Reports may be previewed on screen or sent directly to file, printer or network server. Tabular reports offer a detailed view of data and allow exceptions to be picked up, such as the time of day that the longest waiting call occurred.
|
|
Charts and Graphs
For quick assessment of trends and peaks, a variety of chart formats are available. Charts can be viewed and printed in colour and exported for inclusion in other documents. A chart report is stored in the same way as tabular reports and new types of chart can be created with the Report Creator. |
Data Storage and Backup
The Reporta may obtain its data directly from the UltraVox or QueueCall system via a network connection. Data may also be imported by other media, such as floppy disk. Once data is imported, it is stored locally or on a nominated network server in the Reporta's own format. This provides a backup to call management data.
Because data is stored in a compiled format, the Reporta only needs draw on the original UltraVox data when a report is run for the first time. Reports may be re-run rapidly on demand.
Report Creator
The report creator offers enormous flexibility to users who wish to create reports or charts. Fields may be selected from a list of over 100, and there is an on-screen description for each field. Reports may be assigned to a fixed period, such a given date range, or the previous month. Alternatively, a report can be created which prompts the user for the date range when it is run.
Similarly, a report may be linked to a particular ACD group or queue, or this may be chosen at run time.
For further information, please contact Sales:
Tel: 01932 710710 | Fax: 01932 710711 | Email:
or use the Enquiry Form |
