Friday, September 05, 2008

Inova Solutions Enhances Call Center Reporting

Inova Solutions has enhanced the capabilities of its Web-based dashboard application for call-center management with support for alerts based on threshold values. The alerts occur in real time, allowing managers instantly to compare actual performance against goals.

Dubbed Performance Tracker 2.0, the reporting tool consolidates call-center operational data from sources such as automatic call distribution (ACD) systems, workforce-management systems, and internal databases and displays the data graphically in the form of charts, gauges and grids. Users can set threshold levels for each key performance indicator, so that call-center management is instantly aware if conditions deviate from pre-set goals.

Accessible from any computer with an internet connection, Performance Tracker,
based on the Microsoft SharePoint platform, is compatible with most call-center data sources. It offers customizable dashboard views tailored for a variety of business roles using a wizard-driven tool. The views can be configured to display a call center's most important metrics, whether real-time or historical.

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