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Avaya Call Center Reporting

NetLert Blog

Webinar: Simplify Avaya CMS Easy Web-Reporting

April 27th, 2017
All Posts, N-Focus Plus for CMS, Webinars

In most Avaya call centers, reporting relies on a small group of people who know how to use Avaya CMS. Unfortunately, frequent report requests can create backlogs that delay decision making, and the complexity of CMS can cause a steep learning curve for new users.

Join this webinar to learn how NetLert’s N-Focus Plus simplifies reporting and enables everyone to access, build and share web-reports based on CMS data from an intuitive browser-based interface.

  • 100% web-based, real-time and historical reports
  • Unlimited users who can create, share and access reports
  • An incredibly easy to use interface
  • Access to reports on any device, including mobile
  • Automatic scheduled report distribution
  • Data from multiple ACDs in a consolidated view

Even if you can’t join, sign up anyway and you’ll receive a link to the recording.

Register now!

 

Learn more about N-Focus Plus.
Take the virtual product tour.


Webinar: Improve Avaya CMS with Fast, Easy and Unlimited Web-Reporting

October 4th, 2016
All Posts, N-Focus Plus for CMS, Webinars

If your organization uses Avaya CMS, call center reporting is likely managed by a small handful of individuals who are continuously bombarded with requests for new and custom ad-hoc reports. Middle management may have trouble monitoring their individual departments or groups when needed, and upper management probably needs a more complete picture of the whole organization. Wouldn’t it be easier if everyone could access, build and share web-reports from an intuitive browser-based interface, instead?

View this recorded webinar to learn how N-Focus Plus, NetLert’s web-based reporting tool for Avaya CMS, can immediately improve your call center reporting with:

100% Web-Based Reports and Mobile Access – Manage your call center anytime, anywhere
Unlimited Permission Based Access to Reports – Get the right data to the right people at the right time
Ease of Use – Less data management, more people management
Automated Report Distribution – Schedule reports to be distributed to all key decision makers
Multiple ACD Support – Access a consolidated view of your entire organization’s call center data in one place
Data Displayed Anywhere – PC, Tablets, Mobile, TV, Walls board and more

Even if you can’t join, sign up anyway and you’ll receive a link to the recording.

Register now!

 

Learn more about N-Focus Plus.
Take the virtual product tour.


Webinar – Swap Avaya BCMR with real-time web reports

April 11th, 2016
All Posts, N-Focus, Webinars

Most Avaya call centers have outgrown BCMR for reporting. Users want instant access to real-time and historical data in easy-to-understand formats like Excel, PDF and graphical charts. They also want browser-based access to their data anytime, anywhere from any device without relying on IT to run and deliver reports.

If you currently use Avaya BCMR, join us for this webinar on Thursday, April 14th, to learn how NetLert’s N-Focus solution can help you modernize your call center reporting with graphical, real-time and historical web reports that you can share with all of your users from an easy-to-use interface. You’ll learn how to:

  • Easily create and share reports from a browser or mobile device
  • Modernize reporting on any version of Avaya Communication Manager
  • Enable unlimited users to create and access permission-based reports
  • Schedule reports to be distributed to all key decision makers
  • Display data anywhere – PC, tablets, mobile, TV, walls board, website and more

Even if you can’t attend the live event, sign up anyway, and you’ll receive a link to the recording. We look forward to seeing you there!

N-Focus is an excellent replacement option for BCMR/BCMS. If you are considering a BCMR replacement / BCMRD replacement, you should attend this webinar!


Recorded Webinar: Supercharge Your Avaya CMS with N-Focus Plus

February 23rd, 2016
All Posts, N-Focus Plus for CMS, Webinars

Avaya CMS is powerful, but it’s so complex that many organizations find it challenging to use.

Most call centers simply need a way to enable any of their users (managers, supervisors, agents, and other decision makers) to quickly – and easily – create and distribute real-time and historical reports from a web-based interface.

View this recorded this webinar to learn the top 10 ways to supercharge your CMS reporting with N-Focus Plus, NetLert’s web-based reporting solution, which provides:

  1. An incredibly easy to use interface
  2. Unlimited supervisor views
  3. 100% web-based, real-time and historical reports
  4. Automatic scheduled report distribution
  5. Access to reports on any device, including mobile
  6. Unified interface for multiple CMS ACDs
  7. Granular report permissions
  8. Simple, powerful navigation with drill down
  9. Streamlined, permissions-based interface
  10. No additional client software

View now!

 

Learn more about N-Focus Plus.
Take the virtual product tour.


N-Focus Plus 3.3 Available Now

February 12th, 2016
All Posts, N-Focus Plus for CMS

We are pleased to announced that N-Focus Plus 3.3 is available now. The latest release provides several functionality enhancements, of particular interest is the support for importing any available fields from the hourly CMS database tables and enabling the real-time split report to open an agent tab for Extension calls. Read below for details, or you can view the change log summary here or log into the customer portal for the full change log.

Import available fields from CMS database
N-Focus can now be configured to import any available fields from the hourly CMS database tables. Custom labels can also be provided for each field imported. See the customfields.xml file in /tomcatbase/webapps/niks/extensions/cms/conf/ folder for configuration details.

Real-time Split Report can now open Agent tab for Extension Calls
Clicking on an Extension Calls cell will open a tab in the Agent’s section listing all agents on extension calls for the selected split.

Real-time chart legend
Display Legend option added to Real-time chart report options.

Easy-to-read bar graph labels
Bar graphs now rotate labels if there are more than 6 items included in the graph.

Improved data collection for historical fields in real-time reports
Daily interval data is now accumulated during import, reducing the number of queries to the N-Focus database.

 

 Other updates in this release include:

  • N-Focus can now be configured to collect data for any number of AUX Reason codes from 0 to 100.
  • Administrators can now upload new license keys through the web interface.
  • The database size estimator tool allows administrators to estimate their storage needs.

 

The N-Focus Plus 3.3 release includes the cumulative enhancements from previous releases:

N-Focus Plus 3.2

View change log summary here.

Improved Historical Data Retrieval Performance
Interval data is now summarized by day. Accessing this summary data decreases the time it takes to generate a historical report. Whether to use the summary data is controlled by a setting which can be configured by the Admin and be applied to all users (global), or each user can configure it individually. All daily summarized data is only available in the time zone of the PBX the data was collected on.

Improved Historical Data Retrieval Performance – Global Configuration
Administrators can now force all users to use the PBX time zone to retrieve historical data faster.

Improved Historical Data Retrieval Performance – User Configuration
If the global property is not set, and the user is using a different time zone than the PBX, the user has the option to use the same time zone as the PBX to retrieve data faster.

 

N-Focus Plus 3.1

View change log summary here

Improved Real Time Split/Skill Report
Users can now view multiple Splits/Skills in a single Real Time Split/Skill Report, filter Splits/Skills by Name or Command Group, and view Agents In Field Reports for the following fields: Staffed, Avail, AUX, ACD, ACW, Other. Users can also aggregate Split/Skill Reports by command group.

Use Open ID Connect to log-in to N-Focus
N-Focus can be configured to use an OpenID Connect provider to authenticate users.

Added repeat option for audio alert Web Triggers
Audio alerts will repeat at the refresh rate specified for the Real- Time Auto Refresh Report containing the Web Trigger.

MySQL Optimization improves historical data retrieval
Improved querying of MySQL Database allows users to view Historical Data faster.

Open Real-Time Reports using Visual Basic Script
Configure the RealTimeLink.vbs file to open customized Real Time Reports on startup / login. See Admin guide for more information.


Webinar – Take Your Avaya CMS Reporting to the Next Level

December 2nd, 2015
All Posts, N-Focus Plus for CMS, Webinars

If your call center uses Avaya CMS, you understand its value in providing important data to your call center managers. But sometimes, even the best technologies don’t solve every business challenge.

What if all of your call center decision makers, managers, supervisors and agents could quickly generate, display and distribute permission-based real-time and historical call center reports using data from any/all of your Avaya CMS servers via an incredibly easy to use and intuitive web-based interface? Would that improve your call center’s efficiency?

N-Focus Plus helps you get the most of Avaya CMS with permission-based, real-time and historical reports using data from your Avaya CMS servers. Using N-Focus Plus’ intuitive web-based interface, every decision maker, manager, agent and any other authorized user can quickly generate, display and distribute reports.

View this recorded webinar to learn how N-Focus Plus can take your Avaya CMS reporting to the next level with:

  • 100% Web-Based Reports and Mobile Access – Manage your call center anytime, anywhere
  • Ease of Use – Less data management, more people management
  • Automated Report Distribution – Schedule reports to be distributed to all key decision makers
  • Multiple-CMS Servers – Access your entire organization’s call center data in one place
  • Unlimited Permission Based Access to reports – Give the right people access to the right data at the right time
  • Display data Anywhere – PC, Tablets, Mobile, TV, Walls board and more

View now!
Learn more about N-Focus Plus.
Take the virtual product tour.


[Recorded Webinar] Still using Avaya BCMR/BCMS? It’s time to modernize to web-based reporting.

October 22nd, 2015
All Posts, N-Focus, Webinars

Many Avaya call center customers still use Avaya BCMR/BCMS for reporting. In some cases, customers running older versions of Avaya Communication Manager might be locked in and can’t upgrade to Avaya CMS without costly upgrade fees. In other cases, CMS is seen as expensive overkill for reporting – management often simply wants real-time and historical reports that are easy to create and distribute.

If you currently use Avaya BCMR/BCMS, view this recorded webinar to learn how N-Focus, NetLert’s 100% web-based reporting solution for Avaya call centers, can help you:

  • Easily create and share reports from a browser or mobile device
  • Modernize reporting on any version of Avaya Communication Manager
  • Enable unlimited users to create and access permission-based reports
  • Schedule reports to be distributed to all key decision makers
  • Display data anywhere – PC, tablets, mobile, TV, walls board, website and more

Even if you can’t attend the live event, sign up anyway, and you’ll receive a link to the recording. We look forward to seeing you there!

View now!

 

N-Focus is an excellent replacement option for BCMR/BCMS. According to Avaya, BCMRD software will be unsupported after December 8, 2015. If you are considering a BCMR replacement / BCMRD replacement, you should attend this webinar!


IAUG Converge 2015

June 22nd, 2015
All Posts

We had great time at the International Avaya Users Group CONVERGE 2015 show in Denver last week! Saw lots of friends, partners, customers – as well as quite a few new faces. We were happy to see the attendance was very solid, as usual.  Thanks to everyone who stopped by the booth, and congratulations to the winner of our GoPro camera giveaway!

We’ll see you next year at IAUG 2016!

-Nicole Bevilacqua

IMG_2134

Me at the booth


Improving Avaya CMS with Fast, Easy and Unlimited Web-Reporting

May 19th, 2015
All Posts, N-Focus Plus for CMS, Webinars

If your organization uses Avaya CMS, the never-ending responsibility of creating and distributing call center reports most likely falls on a small group of already overworked IT people.

But what if every agent, supervisor, manager – and any other stakeholder – could instantly access, build and share web-reports from an intuitive browser-based interface?

Attend this free webinar to learn how N-Focus Plus, NetLert’s web-based reporting tool for Avaya CMS, can instantly improve and automate your call center reporting with:

  • 100% web-based, real-time and historical reports
  • Unlimited users can create, share and access reports
  • An incredibly easy to use interface
  • Access to reports on any device, including mobile
  • Automatic scheduled report distribution
  • Multiple CMS server data in a consolidated view

 

Even if you can’t attend the live event, sign up anyway, and you’ll receive a link to the recording. We look forward to seeing you there!

Register now!

 


Maximize and Mobilize Avaya CMS with Better Web-Based Reporting

February 2nd, 2015
All Posts, N-Focus Plus for CMS, Webinars


Learn more about N-Focus Plus.
Take the virtual product tour.

If your organization uses Avaya CMS, call center reporting is likely managed by a small handful of individuals who are continuously bombarded with requests for new and custom ad-hoc reports. Middle management may have trouble monitoring their individual departments or groups when needed, and upper management probably needs a more complete picture of the whole organization.

Join us for this free webinar to learn how N-Focus Plus can immediately modernize and mobilize your Avaya CMS reporting with:

  • 100% Web-Based Reports and Mobile Access – Manage your call center anytime, anywhere
  • Ease of Use – Less data management, more people management
  • Automated Report Distribution – Schedule reports to be distributed to all key decision makers
  • Multiple-CMS Servers – Access your entire organization’s call center data in one place
  • Unlimited Permission Based Access to reports – Give the right people access to the right data at the right time
  • Display data Anywhere – PC, Tablets, Mobile, TV, Walls board and more

Even if you can’t attend the live event, sign up anyway, and you’ll receive a link to the recording. We look forward to seeing you there!

Register now!