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Effective Communication
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Leveraged Strength
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Winning Strategy
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inDepth+ ACD/MIS Monitoring and Reporting Software |
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The inDepth family of products is powerful reporting software that integrates with the built-in UX5000 ACD to provide comprehensive real time queue and agent status information. It can measure and manage customer service levels, agent productivity, and physical hardware utilization optimizing the effectiveness of both on-site and remote IP agents.
InDepth+ enhances the UX5000 built-in ACD through Windows-based real time statistics and reports on ACD group traffic patterns and usage. InDepth+ is an extensive set of configurable Real Time Windows and Reporter subsystems offering:
- Real Time Status Window
Displays vital agent status, state and connection information.
- Real Time Statistics Window
Provides a visual performance summary for lines, agents and ACD groups.
- Call Queue and Wait Time Windows
Shows the number of calls waiting and the longest wait time, as well as the number of calls answered and abandoned.
- Wallboard Template
Motivate and inform agents through a dynamic display of real time statistics and messages.
- Reporter
Allows ACD system administrators to create fully-configurable reports for display and printing.
- Sub-Supervisor
The optional Sub-Supervisor has all the capabilities of the inDepth+ computer at another PC on the network, without having to install a second inDepth+ system. You can have a maximum of 100 Sub-Supervisors on each inDepth+ system.
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InDepth offers many of the MIS capabilities of inDepth+ but is streamlined for more modest ACD applications. InDepth provides a single real time screen template, up to seven reports and can track report data for up to one full month. Although loaded with ACD/MIS capabilities like Report View/Print and Audible/Visual Alarms, inDepth excludes the Sub-Supervisor Positions and Wallboard Support.
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With inDepth Lite, the small or startup organization can choose from six different management reports and four different status options to appear on-screen in the display window. Only a single screen template scan be created and saved.
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The inView LAN Wallboard provides an agent's desktop PC with ACD/MIS wallboard capability. InView software is installed on an agent's PC, which is then connected via LAN to the inDepth computer. This allows the agent's PC to display real time ACD group activity in an on-screen PC wallboard. Each PC with an inView LAN Wallboard installed has the same requirements as the PC dedicated to the inDepth system. The inView LAN Wallboard provides two different views: the Status View and the Wallboard View.
- Status View
Allows the inView user to monitor the status of an ACD or extension group.
- Wallboard View
Provides the inView user with a display of any of the large character windows available in inDepth+. The user can customize the Wallboard View to meet their application requirements. The Wallboard View can also receive messages and pop-up alarms.
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William Farris
VP Information Technology
TEL-TRONICS COMMUNICATIONS, INC.