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NetLert Communications Announces N-Focus Version 3.4 General Availability

Powerful new analysis features provide valuable insight into call center performance and productivity problems

ASHEVILLE, N.C., February 23, 2005 – NetLert Communications, Inc., a leading provider of call center performance analysis solutions, today announced the general availability of its N-Focus Version 3.4 software. This latest release of NetLert's award winning product now provides proactive call center problem analysis and vastly improved reporting capabilities.

"This release of N-Focus is superior to any other product available in the call center analysis marketplace at this time", said Danny Councell, president of NetLert Communications. "N-Focus Version 3.4 now provides key call center productivity information that was previously very difficult or even impossible to obtain. For example, a call center manager can instantly view a report of their most or least productive agents during the past day, and then immediately examine whether these same people had performed better or worse last week or even last month. We have created an entirely new way for managers to monitor and analyze their call center operations."

Highlights of N-Focus Version 3.4 include:

• Historical Analysis Reports - new reports total agent and skill group activities over time. N-Focus users can instantly change time frames of report displays. For example, agents with the fewest calls can be viewed for yesterday, last week, or even last month.
  
• Drill Through Report Displays - All reports now provide the ability to "click through" line items to immediately spot the cause of call center productivity problems. For example, when viewing a list of agents with the longest average call handling times, a call center manager can now select any agent and immediately get a detailed breakdown of their activity within any time frame.
  
• Sortable Report Displays - N-Focus Version 3.4 now allows you to instantly sort all reports by clicking on any column heading. All reports can be sorted in ascending or descending order by any information displayed on the screen.
  
• Performance Enhancements - optimization of real-time commands presented to the ACD switch now allow N-Focus to collect data faster. Also, N-Focus automatically reconnects to the Avaya ACD switch if the connection is lost.