emPulse – Automated Call Distribution (ACD) Reporting

CTI Group goes all-out to provide superior scalable applications for every communication manager's needs. emPulse provides modes of reporting and monitoring that benefit contact centers and businesses with heavy phone traffic to improve their efficiency.

• emPulse ACD Reporting is a carrier-class, multi-tenant application that allows the service provider to offer call accounting to their customers as a hosted service.
• Contact centers need to know when agents are available, their queue times and lengths: service level visibility is critical to quality helpdesk service. emPulse provides this visibility.
• Management needs reports for hold times, accepted calls, and abandoned calls, to efficiently staff the call center. emPulse reports provide the needed information, filtered and tailored to the customers’ needs.

Whether located in a centralized location or globally distributed, ACD reporting provides a comprehensive view of agent activity and presence.

Benefits
emPulse ACD Reporting automates call handling, allowing contact centers to better manage, monitor, and measure their contact center agents, providing superior service to their business customers as they monitor and continuously improve their processes and procedures.

Summary:

• Convenience: complete VoIP features from a single source service provider
• Minimized up-front costs: hardware, infrastructure, training
• Improved visibility
• User tracking: trace to individual telephones by time, day, extension
• 911 call notification, both fake and legitimate  

Features
emPulse ACD Reporting is built upon proven features and functionality demanded by business customers and contact center managers.

Summary:

• Alarms – automatic email notices when user-defined events occur
• Export - report information exports to common file formats such as .xls and .pdf
• Filters - users find important information faster by limiting redundancy in reports
• Reports – standard and user-defined reports are automatically emailed or can be viewed on the web interface. Standard reports include call detail and summarized information. Examples include Calls by Account Code, Most Frequently Called Numbers, Daily Traffic Summaries, and Agent/Queue Statistics. Click here for an expanded list of emPulse features.  

Architecture
emPulse ACD Reporting works with a variety of technologies, platforms, and softswitch developers. CTI Group’s applications work on popular platforms.CTI Group knows that architectures can vary a great deal, and has developed successful working relationships with some of the biggest names in the business. emPulse ACD Reporting is developed on a platform of proven technologies and industry standards across multiple servers and databases.

Components
emPulse is developed on a platform of proven technologies and industry standards across multiple servers and databases.

Sylantro Systems, Inc. SVP of Solutions John Trobough says, "Advanced real time call traffic analysis and historical ACD reporting combined with our Synergy ACD capability provides call centers with the fastest, most comprehensive reporting available today. We believe that this will improve call center customer service overall."