Instruction manual

Understanding call centers
82 Issue 3 July 2001 Send feedback: [e-mail]
Use the following criteria to help you choose a call management
system.
How many people
need to monitor splits
simultaneously?
more than 3 use CentreVu CMS,
VuStats, or BCMS Vu
3 or fewer use standard switch reports
or BCMS
How long do you
need to store report
data?
more than 7 days use CentreVu CMS or
BCMS Vu
7 days use BCMS (summary
report)
1 day use standard switch reports
(up to 24 hours), VuStats,
or BCMS (24-hour detail)
What ACD elements
do you need to
monitor?
work code or stroke count
data, individual trunks,
vectors
use CentreVu CMS
agents, trunk groups,
splits/skills, VDNs
use CentreVu CMS,
BCMS Vu, BCMS, or
VuStats
trunk group or hunt group
data only
use standard switch reports