ACD reporting options? 1

[MikeRizz]

I have a customer that is still using the old school standard ACD package ( no Symposium ) with serial printers. Is there any secondary software that can take the raw data from the PTY port and put it a fancy Windows style document? The switch is a CS1000M ( release 5.0 ). These printers are a PITA!

 

[trvlr1]

You could try hooking up a PC to the port and collecting the info as a file through Procomm etc. I have never tried this way, but once you have captured it, I am sure there is all kinds of office software that you already own that you can use to sort the data as you need it, free of charge.

 

[GHTROUT]

I always start here:

http://www.google.com/search?q=nortel+acd+reporting+software

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[MikeRizz]

Thanks GHTrout, that was to easy.

 

[LeeMcCauslin]

We use the Telecom Billing section of OTM to pull cdr data and create daily and weekly reports of phone usage. You can even set them up to run automatically via the scheduler and email them as RTF documents to the supervisors who care about the reports. We just use the built-in extension detail report to capture all incoming and outgoing calls, digits dialed and duration.

"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself."

 

[GHTROUT]

I didn't think OTM did ACD reports - does it?

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[LeeMcCauslin]

I don't know if there are ACD specific reports available to other systems (Like those with Symposium) but I do get call detail reports for my ACD phones.

The telemarketing group is the only real ACD group we have and their manager likes to keep tabs on who is doing what and when. He gets a report emailed to him every morning of the previous day's activity for all the people in his group.

Nothing fancy, mind you - just digits dialed, time and duration of calls made and received by the phones in the group - I had to program all the phones individually into the report though. And I had to enter the set extension, not the ACD DN - but the report still tells on everything they do (as far as I know).

There was no "Click this to report on this ACD group" option. I figure ya gotta pay extra for that kind of convenience.

"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself."

 

[GHTROUT]

Ahhh. Typically, an ACD report shows wait time for callers, agent "performance" factors (vs just calls and detail), etc etc.

I've used a few non-Nortel ACD report packages over the years - but each company went out of business.

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[LeeMcCauslin]

Ahhh, - that must be the stuff that manager is always complaining about having available to him at his old job. (A big telecom call center as opposed to our 20 recruiters) lol

Our vendor comes in about twice a year to try and sell us on all that but that manager never wants it to come out of his budget and nobody else in the company wants or needs it so he makes do with what I can give him.

"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself."