Datasheet

Statistic Manager
Supervisor Console
ALCATEL 3>
Finally, the agent benefits from screen
pop-ups giving contact information
for the incoming call. The application
is supplied with a pre-defined
Microsoft
®
Access™ database, which
can be customized.
In addition, it interacts with PIMphony
for telephony features (answer call,
clear call, ...) and pop-ups with
Microsoft
®
Outlook™, Act!™, GoldMine
®
or Microsoft
®
Access™. For further
information, please refer to the
PIMphony datasheet.
Supervisor Console
The supervisor application provides:
• real-time performance analysis for the
agents, groups and lines,
• modification of agent or group status.
Statistic Manager
In addition to real-time monitoring,
consolidated statistics can be displayed
in tables or graphs, for different periods
(daily, user-defined or monthly).
It is possible to download data from the
OmniPCX Office for off-line actions.
Pre-defined reports can be automatically
printed.
Statistics information concerns the
group(s) (number of calls and average
duration of received calls, calls in
queue, etc.), the agents (ACD answered
calls, average length of conversation,
etc.) and call classification.
Phones supported
The Alcatel OmniTouch Call Center
Office supports the following sets for
agents:
• Reflexes™ and e-Reflexes™ terminals,
• IP Touch terminals,
• DECT terminals,
• PIMphony IP softphone,
• Analog sets.
PIMphony IP and e-Reflexes™ make
it possible to deploy an IP Call Center in
the company with the possibility of
remote agents.
INTEGRATED CALL CENTER SOLUTION
Alcatel OmniTouch Call Center Office