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Wizard ACD The Callview Wizard ACD (Automatic Call Distribution) module allows a manager to monitor a team of telephone sales or help desk staff, receiving or making calls, with real-time screen displays. This maximises every minute paid for, cutting waste from idle chatter, instantly showing poor selling skills or a need for training. Even lost calls are indicated as they happen. The concept behind Callview Wizard ACD is to make the monitoring procedure automatic, highlighting exceptions to the norm rather than a manager having to check all 'agents' constantly. For the more "hands on" manager, constant monitoring and call control are features that Callview can take in its stride. Reports by Agent allow you to see how effectively your staff are performing - who needs more training, or who is spending the most productive time talking to customers. Agent Status Reports enable you to see how long each agent has been logged in, and the amount of time they are spending talking to customers and completing calls. Transferred Call Reports enable you to see which agents are transferring calls to or from other agents or groups. This can show you ineffective telephone number advertising, or which agents are having to transfer calls due to lack of experience.
Click here to see larger picture E-mail Activity Reports enable you to see how much time agents spend processing different media, when using media blending to route calls and e-mails to available agents. Additionally, Wizard ACD gives managers all the data they need using the real-time module, Wizard RT, showing current call traffic including who is talking and the person they are in conversation with - making sure you keep your finger on the pulse of your business operations.
Click here to see Wizard ACD, Calls by agent report
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