Features

N-Focus Plus call center reporting and analyses tool

N-Focus Plus provides unlimited reporting –no extra supervisor views or licenses required
Powerful N-Focus Plus analysis reports provide insight into CMS data in seconds
N-Focus Plus allows managers to automatically schedule, generate and e-mail Web reports, PDF files, & Excel spreadsheets

N-Focus Plus provides full-featured, affordable reporting for all Avaya CMS equipped call centers. No limits on the number of users that can log-in to the product keeps supervisors and managers well informed of call center activity.

Brochures:

N-focus Plus features

N-Focus Plus - unlimited supervisor views for CMS

N-Focus Plus for Avaya has the same features and functionality as N-Focus, but is intended to complement Avaya's CMS. N-Focus Plus offers Web based and Unlimited supervisor views, especially for outsourcing companies that would like to have their client a view in the call center. N-Focus Plus brings critical call center data out of CMS. Quick to deploy and easy to administer.

Broaden Access to Call Center Reports

A 100% Web-based architecture permits report access from any desktop in your call center, organization, or in the world. All that is required is a Web-browser for fast access to performance metrics.

Unlimited Supervisor Views

The Web-based administration allows users to view historical and real-time reports at any time without having to install a client, only a Web-browser is needed. There are no restrictions on the number of supervisor users that can log-on to the product. There is also no license to limit the number of concurrent users. Schedule Email Reports in PDF & Excel Formats. All historical reports can be emailed with the click of a button. A built in report scheduler allows supervisors to schedule historical reports to run at any time. These reports can be sent as email, PDF, or Excel files to agents and supervisors on location as well as to off-site staff and outsourcers.

Powerful Navigation Functionality

Point and click navigation is simple and straightforward, allowing users to easily drill down into reports. Within three clicks, users can drill down data from real-time all the way to agent-specific data. Users that are familiar with Web-browsing will easily navigate the product.

Simple Administration

Local Administration means that the administrator can easily add new users, change access levels of existing users, and administer the entire product from a Web-browser- all without involving IT or Telecom staff. No formal training is required for administrators. Administrators can easily monitor and run reports on multiple CMS servers from one simple user interface.

Ease of Use

No formal training is required for end users; the only requirement is basic knowledge of a Webbrowser. Critical CMS data is automatically pulled, sorted, and delivered to users. All reports and views are self-descriptive and easy to navigate. No Desktop Software to Install/Support/Update / Supports CitrixTM Environments A central install allows the product to automatically roll out new releases and upgrades to authorized
work stations. Because changes are made centrally, there is no need for IT staff to configure, support,
or update client machines.

Permissions Authorization Scheme

Managers, supervisors, outsourcers- even agents, can have varying levels of access to call center
performance reports. Access is determined and set by administrators, who can offer users broad or
narrow access to call center performance reports.