Innovative Business Solutions - 01284 729869
Callview reporting tools provide historical and real-time reporting on over 200 filterable statistics, with over 500 real-time graphical displays and over 100 historical reports.
Reporting tools are available in three packages to meet your specific needs:
Callview Wizard Standard is a report generation tool for business-wide historical call reporting that provides:
- Historical reporting for both internal and external call traffic
- Cradle to grave call reports for tracking and monitoring
- Basic call costing
- Filterable by extensions, groups, DDI, trunk etc.
- Customized reports
Callview Wizard MIS incorporates all the features of Report Basic, plus adds features valuable to supervisors:
- Provides real-time statistics and graphs
- Allows supervisory call monitoring and control with controls to answer, transfer, steal and disconnect employee calls
- Audible and visible alarm conditions
Callview Wizard ACD incorporates all the features of Callview Wizard MIS, plus adds more extensive reporting and supervisory capabilities, that make it ideal for informal contact centers:
- Provides ACD reporting showing activity and performance indicators
- Agent alarms against wrap-up, free, not available etc.
- Forecasting statistics
- Do not disturb (DND) status reporting
Callview Netlink extends the functionality of the above reporter packages to provide advanced scheduling and publishing of reports, real-time statistics and alarms.
Call Recording
Callview also offers integrated call recording to augment the Callview Wizard modules with high-quality call monitoring. Call recording offers:
- Extensive search criteria
- Cradle to grave search and retrieval
- Ease of call retrieval
- Callview Business Reporting Tools
Callview provides tools that enable your team to become more productive and deliver superior customer service.
Callview Client
Callview Client is a personal call management tool that:
- Integrates your telephony and desktop systems
- Allows you to control your telephone extension from your computer as well as monitor the call status of your colleagues
- Provides screen pop database records on incoming and outgoing calls
- Integrates with Microsoft® Outlook®, Telemagic®, Maximizer Software®, Sage® ACT! ®, Goldmine® and Microsoft Access®
- Allows you to monitor daily call activity with a personal call history log
- Manage calls at your extension using easy to configure rules and actions
- Is customizable using an optional SDK
Callview Client is available in three packages to meet your specific needs:
- Callview Go— is a personal call management tool for general employee productivity, which allows you to greet callers by name, and automate dialing and call control.
For informal contact center agents, Callview Client is available in two more advanced packages that provide more agent focused functionality:
- Callview Express — provides advanced call management that allows you to screen pop calls, automate dialing and enhanced call control. Integrates with Microsoft Outlook, Telemagic, Maximizer Software, Sage ACT!, Goldmine and Mircrosoft Access.
- Callview Client — provides all the features of Callview Go but can be integrated with CRM databases, other than those listed above. CallViewer also provides enhanced call control with control features such as the ability to set DND state.
Callview Desktop Wallboard
Callview Desktop Wallboard is a real-time performance window
for the individual agent or team leader in an informal contact center, that:
- Displays real-time call, e-mail and agent statistics directly on your agent's screen
- Allows call centre staff to monitor their performance in real-time
- Extensive filter options that allow for customizable statistics
- Visual and audible alarms highlight problems as they occur
- Assists with staff motivation
- Callview Team Productivity Tools