Features

N-Focus provides powerful reporting views into your call center:

Real-time System Status Reports allow call center managers to immediately spot and react to operational problems before they become critical.
Real-time Analysis Reports show Agents and Skill Groups in action each day.
Detailed Historical Reports allow you to examine your agent and skill group effectiveness over any period of time using a drill down sequence.
Agent desktop views keep agents updated on their personal performance.
Triggers can warn managers when critical thresholds have been met.

More information

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N-Focus web based contact center reporting tools

To date, call center reporting and management solutions have been limited in scope or very expensive and extremely difficult to deploy. Also, the data and information supplied by most existing call center reporting solutions today is overwhelming in volume and complexity – it is almost impossible to make sense of it.

Finally, most call center reporting solutions are unable to quickly distribute key performance reports to everyone throughout an entire organization in a timely manner. Key performance data simply does not reach call center managers and other personnel quickly enough to properly assist them in making sound business decisions.

BCMS-Vu replacement

BCMS-Vu (or BCMR) has been around for as long as many users will remember. It offers real time statistics and historical reporting for small contact centers. But. although being an entry level reporting tool, it is cumbersome to maintain and distribute. N-Focus eliminates the use of BCMS-Vu or BCMR, by being an adequate replacement. In addition to that it delivers:

Web based analytics and reporting, with unlimited supervisor views
Scheduled email of critical reports in PDF of Excel formats
Monitor multiple switches and locations

Fast to Deploy and Simple to Administer All versions of the Avaya Definity and Communication Manager platforms are supported, alleviating the need to upgrade your current systems or software to begin using N-Focus.

Additionally, multiple PBX support allows call centers the ability to link multiple locations or PBX’s together with one easy-to-use N-Focus interface. A simple wizard guides you through the steps of installing and deploying the N-Focus Web-Based Call Center Reporting Solution.

No “viewers” are required to utilize call center performance reports throughout your company. All authorized personnel can view N-Focus reports from a web browser right at their personal computer without any additional costs. N-Focus provides intuitive, understandable reports that will be well received by call center personnel. All N-Focus reports are sorted and organized by agent skill to quickly guide you to call center bottlenecks and operational problems.

Call center managers can quickly find and resolve critical problems before they get out of hand. Also, because N-Focus allows reports to be customized and saved, managers can construct the key views of their business operations that they really want to see.