Call Reporting with CTI emPulse automates call handling, allowing contact centers to better manage, monitor, and measure their contact center agents, providing superior service to their customers as they monitor and continuously improve their processes and procedures.

Features

emPulse offers the business user and contact center manager a variety of features based upon real world customer needs.

Real Time ACD Dashboard*

• Visual Scorecard – Instantly informs the user about the status of calls on the system with visual cues determined by the user. Statistics include calls in queue, agents logged in, service level, total calls, and longest wait.
• Agent Availability and Presence – Informs the user as to the status of agents logged in to the system including their extension, name, and status (available, busy, wrap-up). Additional statistics include time in wrap up and the number associated with their busy status.
• Multiple Queues – Allows the user to view visual scorecards for individual queues or across all selected queues.
• Real Time Charts – Enables the user to view charts displaying real time information about agents and queues for up to 24 hours.

Call Accounting

• Standard Reports – Standard reports include a variety of historical reports for ACD information* and for all lines associated with the business customer. Standard reports include call detail and summarized information. Examples include Calls by Account Code, Most Frequently Called Numbers, Daily Traffic Summaries, and Agent/Queue Statistics.
• Scheduled Reports – All reports in the application can be scheduled by the user to automatically run and be emailed in a variety of formats to any email address.
• User Defined Reports – User defined reports provide the user with a tool that allows the user to create a report with the specific information they require. Users can select fields, sort, group, and summarize information in their reports.
• Filter, Print, and Export – All reports can be filtered, printed to a system printer, and exported to a variety of common formats such as CSV, Excel, and PDF.

Alerts

Users can create email alerts to notify them of events that occur on the system as they happen. Event information includes alerts on dialed numbers or originating numbers, which is useful for alerting on emergency calls or troublesome contact center customers.