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Avaya Call Center Reporting

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Webinar: 5 Reasons to Migrate to Web-Based Avaya Call Center Reporting

October 30th, 2014
All Posts, N-Focus, Webinars

Watch the webinar replay of “5 Reasons to Migrate to Web-Based Avaya Call Center Reporting” below.

 

Learn more about N-Focus.

Take the virtual product tour.

 

If you’re involved with managing an Avaya call center, you understand the importance of getting the right metrics to the right people at the right time. Unfortunately, current call center reporting solutions suffer from several limitations. Watch this webinar if you are concerned that your call center reporting solution has any of the following issues:

  • Limited data accessibility
  • No web-based report access
  • Difficult to use or even set up
  • Buggy, unreliable and slow interface
  • Limited or no automatic report distribution
  • Very limited historical data storage for forecasting
  • Limited platform and call center version support
  • Limited to a single PBX

Your call center reporting solution should be easy to use, get the right metrics to the right people at the right time, all without breaking your bank. Watch this webinar replay now if you want to learn the top 5 reasons why you should update your existing desktop-based Avaya call center reporting solution with a more reliable, more accessible and easier to use web-based reporting solution.


N-Focus Plus 3.0 Webinar: Supercharge Your Avaya CMS

September 22nd, 2014
All Posts, N-Focus Plus for CMS, Webinars

Webinar Replay: Supercharge Your Avaya CMS with N-Focus Plus 3.0

Watch here: https://www1.gotomeeting.com/register/719609697

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.

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, decision makers, managers and agents can quickly generate, display and distribute reports.

Watch this on-demand webinar to learn how N-Focus Plus 3.0 can supercharge your Avaya CMS with:

  • Web-based reports and mobile access to manage your call center anytime, from anywhere
  • Ease of use so you spend less time managing data
  • Automated report distribution and the ability schedule report distribution
  • Multiple-CMS servers to access all of your organization’s call center data in one place
  • Unlimited permission-based reports so you can give the right people access to data
  • The ability to display data anywhere, including PCs, mobile devices and TVs

You’ll also see exciting new features in N-Focus Plus 3.0, including:

  • Sub-administrator permission roles
  • Integrated reports
  • Centralized custom report control
  • CMS Connection profiles
  • Historical ‘agents by split’ report type
  • User-defined time zone support

Watch now!

 


N-Focus Plus 3.0 Available Now

September 16th, 2014
All Posts, N-Focus Plus for CMS

We are pleased to announced that N-Focus Plus 3.0 is available now. The latest release provides several functionality enhancements, of particular interest are the sub-administrator permission roles, integrated reports, centralized custom report control, CMS connection profiles, historical agents by split reports, and user defined time zone support. Read below for details.

Sub-administrator permission roles

We’ve added two new permission roles – Group Administrators and User Administrators. This will allow Administrators to assign other users certain administrator permissions over Groups or Users. Many of our customers have multiple divisions that need to be managed internally. This will enable customers to have master administrators who can control everything, and divisional administrators who can only control Groups and Users within their division.

Integrated reports

Real time reports can now contain daily metrics, enabling users to look at a single report with a running tally of what’s occurred so far for the day.

Centralized custom report control

Now users can modify a custom web report and distribute those changes instantly, without changing the report URL.

CMS Connection profiles

Customers can now easily set up a backup profile for high availability. If their CMS server goes down, they can click the backup from a drop down menu. This is a faster and more reliable alternative than rebuilding the connection with CMS, and will enable faster disaster recovery times – in as little as 30 seconds.

Historical ‘agents by split’ report type

When users run a historical agent report, they can select a split name and N-Focus Plus will automatically select all the agents in the split, rather than having to select all agents manually.

User-defined time zone support

Displayed times can now be set to a user’s time zone rather than the CMS server time.

 Other updates in this release include:

  • The ‘Split Stats’ report has been upgraded to a full fledge report page with auto-refresh button, triggers, custom report, and other standard report elements.
  • Updated backup/restore to support versions of MySql >= 5.5.
  • Changed the historical agent report ‘time in AUX 0 to N’ field to ‘time in AUX M to N’.
  • Added ’15mn’ frequency to historical data import.
  • Real-time System, Agent, and VDN reports can now group items by command group.


Avaya CMS Webinar: Top 6 Ways to Improve Avaya CMS Reporting

April 28th, 2014
All Posts, N-Focus Plus for CMS, Webinars

Avaya CMS Webinar: Top 6 Ways to Improve your CMS Call Center Reporting

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?

If you’re using Avaya CMS, you understand how powerful it is. There’s no doubt about it – Avaya CMS is the Cadillac of call center reporting solutions. It’s extremely powerful and robust, and provides invaluable data to call center managers. But even the best technologies have some areas for improvement. If you use Avaya CMS, then you likely experience one or several challenges we’ll address in this webinar, and then we’ll show how to quickly overcome them in a cost effective manner.

Join us May 7th to learn the Top 6 Ways to vastly improve your Avaya CMS experience 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 Where You Need it – Distribute reports to your PC, mobile, tablet, wallboard, support website

Register now to see what you’ve been missing out on!


Webinar Replay! Top 5 Ways to Improve Avaya CMS

October 4th, 2013
All Posts, N-Focus Plus for CMS, Videos, Webinars

Get the Most out of Avaya CMS: Top 5 Ways to Improve your CMS Call Center Reporting

Below is video replay of the presentation and demo, and a separate replay of the Q&A session – we spent about 30 minutes answering your terrific questions about N-Focus Plus. You can also download a copy of the slide deck here.

Here’s the presentation and demo:

Here’s the Q&A session :

Learn more about N-Focus Plus here or view a virtual product tour here.

Contact us here or call us at 1 (866) 638-5378.


N-Focus Plus to supercharge your Avaya call center metrics

October 3rd, 2013
All Posts, N-Focus Plus for CMS

You need metric data when it comes to your call centers. You need to know where the calls are coming from, the nature of those calls, and the details. All to diagnose problems and see where you need to focus your time and attention. Analyzing metrics data can help with quality assurance and control. It gives you feedback. And above all, analyzing metrics can help you with your goals and accountability. You can institute rewards programs based on metrics that can boost your call quality and satisfaction. And it gives you quick, at-a-glance information about how your representatives are doing.

And Avaya’s own CMS reporting can be challenging to use. You have to really dig to find to find that data and once you find it, good luck distributing it. Then there’s licensing. Be ready to pay for a license for every supervisor to get the most out of it.

There’s a better way.

N-Focus Plus take all the good things built into Avaya’s CMS reporting and makes them better and easier to use. First, that “per supervisor” license is out. N-Focus Plus lets you designate an administrator and create as many accounts as you need to access the Avaya call center metrics data. And when you get that data, it’ll be much easier to manipulate. N-Focus Plus lets you consolidate metrics from multiple call centers around the world and look at it all at the same time. And yes, it works on any platform that supports Java and it’s accessible anywhere once it’s installed.

Contact us today to find out what else N-Focus and our full line of Avaya products can do for your business.


NACR Virtual Conference Highlights N-Focus Plus

September 23rd, 2013
All Posts, N-Focus Plus for CMS, Partners, Videos, Webinars

NACR’s recent virtual conference, Navigating the Call Center with NACR, highlighted N-Focus Plus for CMS as a valuable solution for enabling all key decision makers powerful and intuitive visibility into call center performance.

 

You can view the entire broadcast series on NACR’s website here: http://www.nacr.com/company/promotions/navigating-the-contact-center-with-nacr/


Upcoming Webinar: Top 5 Ways to Improve Avaya CMS

September 19th, 2013
All Posts, N-Focus Plus for CMS, Webinars

Get the Most out of Avaya CMS: Top 5 Ways to Improve your CMS Call Center Reporting

October 3rd, 2PM EDT | Register at: https://www1.gotomeeting.com/register/777793217

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?

If you’re using Avaya CMS, you understand how powerful it is. There’s no doubt about it – Avaya CMS is the Cadillac of call center reporting solutions. It’s extremely powerful and robust, and provides invaluable data to call center managers. But even the best technologies have some areas for improvement.  If you use Avaya CMS, then you likely experience one or several challenges we’ll address in this webinar, and then we’ll show how to quickly overcome them in a cost effective manner.

Join us October 3rd at 2pm EST to learn the Top 5 Ways to vastly improve your Avaya CMS experience 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

Get mobile with an iPad Mini giveaway!

This amazing reporting solution will let you view call center reports on PC, mobile and tablet. Mobility in today’s contact center is a must, so we’re giving away an iPad Mini to one lucky attendee! You have to attend the whole presentation to be eligible to win – but we think you’ll like what we have to show you.

Register now to see what you’ve been missing out on!