Empower your managers with a suite of reporting tools to assist in call center or workgroup management—increasing employee productivity and facilitating exceptional customer service. With Inter-Tel's Management Tools, supervisors or department managers are privy to key statistics on agent productivity and call activity. Managers can access real-time and historical reports for inbound and outbound call and e-mail traffic, generate customized reports, access management tools through a Web browser, monitor agent activity and availability, control incoming calls and e-mails plus much more.

Media Blending allows Contact Center Suite to route other forms of media between available agents just like it routes calls. As more customers turn to the Internet for sales, support, and service, call centers are getting more e-mails, faxes, and other forms of contact other than the usual phone call. In turn, call centers must make the migration to become contact centers, being able to deal with a variety of media similar to how calls are handled.

Reporter Basic captures historical call activity on calls connected through external trunk lines. Customizable options include extension, trunks, call direction, call duration, call route and call status. Reports can be summarized to key statistics or expanded to complete call segment information. Businesses can track and return abandoned or lost calls to minimize revenue lost and improve customer care. Reporter Basic helps managers analyze historical inbound and outbound call data for facilitation of business decisions.

Reporter includes all of the features of Reporter Basic plus it displays real-time performance metrics for external call traffic that can be customized to focus on an extension, groups of extensions, and/or entire view of the call center or department. Plus it provides audio or visual alarms if a threshold is crossed. Reporter allows managers to control and monitor agents in real-time to improve business operations. Critical call center or department information is displayed in user-customizable tiles. Managers can take control over extensions to steal, transfer, monitor or Record-A-Call.

Designed for formal contact centers with Agent IDs, Reporter Pro incorporates all of the features of Reporter Basic and Reporter plus it displays real-time performance metrics to focus on an agent or extension, hunt groups and/or the entire contact center and provides an alarm if a threshold is crossed. A list of agent names shows current information on employee status and activity. It also enables supervisory access to log agents in or out; change Do-Not-Disturb messages; and monitor, record and steal calls in progress.

With Auto Reporter, you can schedule reports or groups of reports to print routinely to different destinations, including printers, monitors, e-mail, Web, and Wireless Application Protocol (WAP)-enabled cellular phones. This Collaboration tool allows managers to be connected to their call centers at all times—even when they're away from their offices. Auto Reporter supports local or dial-up Web servers through FTP. Additionally, Auto Reporter offers Palm OS® format support for offline reporting analysis from a handheld PDA device.

Inter-Tel offers call logging and recording solutions that provide call center supervisors or work group managers with a research tool to retrieve call records and review call dialogue to substantiate verbal agreements or verify customer service complaints. Recorded calls can be searched through any field that the Inter-Tel Reporter module captures including DNIS, DID, Agent ID and call duration—plus 36 other call variables. Searching for call records can be made simple from the familiar Reporter interface. Call segments can be accessed through the list of calls or through the call segment details. Records will be played back as .wav files using standard media players such as Microsoft® Windows® Media™ Player.

- Enables managers to make informed business decisions based on real-time and historical statistics
- Provides management with the information they need to measure employee performance
- Enables immediate impact to calls waiting in queue
- Improves agent training and quality assurance standards
- Allows supervisors to actively manage call flow or processing to the extensions
- Provides basic cal l costing to better understand company telephony costs