IP Office Compact Business Center is an entry-level management tool for small customer facing departments, typically handling from 2 to 15 agents. It provides graphs on real-time and historical information (up to 31 days) for up to three groups, as well as providing system-wide information on the operation of the system as a whole. It provides information on key performance indicators of the business – lost calls, trunks free, agents free, queuing time and much much more.
Compact Business Center is enabled by a license key and provides real time and historical analysis with export in CSV format to Excel or other reporting packages. The Compact Business Center applications allow the user to create a maximum of 4 real time graphs, in any of 6 different graph types e.g. bar, pie etc. These real time graphs display statistics for either the entire system or any three-departments/hunt groups.
In order to define the real time graphs the user may select 3 variables of their choice. The following real time variables are available:
- Total Calls Presented
- Total Calls Answered
- Total Calls Lost
- Total Outgoing Answered
- Number of available ‘Logged-on agents’
- Trunk Utilization
- Calls waiting
- Active incoming/outgoing Calls*
- Caller satisfaction level
* Note: the number of calls currently in progress across the entire system highlighting a snap shot view of call activity. This allows the user to have some insight into the balance between agent resource availability and call traffic load.
It is possible to split these variables into two categories i.e. incoming and outgoing calls. These figures can be displayed permanently both in a numerical format and as a percentage of the total calls presented on the incoming side and all variables associated with outgoing. For example, outgoing answered as a percentage of the total outgoing calls made. A status bar provides a visual indication for each variable.
Historical analysis is provided by allowing the user to select the same variables, containing yesterday’s data, so they can analyze the previous days performance against today’s. Historical report capture can cover a maximum 31-day period. Data is stored in a CSV format enabling the export of the data into a reporting application that supports the CSV format e.g. Microsoft Excel.
CBC Alarms & Email Notification
In order to provide those small enterprises with instant access to developing situations within their business, Compact Business Center V2.1 will provide alarms on the following pre-defined parameters:
- Lost Calls.
- Trunk Utilization (Available Lines).
- Calls Queued.
- Available Agents.
In addition to providing these alarms, CBC also provides email notification to key contacts in your business or installer, providing up to the minute status on the business. This feature is extremely useful for determining whether an increase in trunk capacity is needed, or if new employees are essential to future business.
Trunk Utilization Graph
Small Businesses quite commonly run on limited resources and budget, so it is absolutely critical for them to have precise data quickly before they make bigger investments in their communications architecture. The new Trunk Utilization Graph for CBC V2.1 is a perfect example of this principle. Previously, those businesses relied on guesswork and hearsay as to whether their incoming callers (and future customers) were experiencing busy signals, now with the Trunk Utilization Graph, a business can easily see when all their trunks are in use and what their busiest times of the day are. It even integrates with the email notification feature, so when all trunks in a business become unavailable, key people in the business know immediately.
The advantage to the customer is the option to use the reporting package of their choice and not be restricted to one data mining report package.
CBC provides small businesses with robust contact center measurements produced in an easily understandable format. CBC’s real-time charts are presented in an easily understandable graphical format, all information is contained in one single view, perfect for the small business looking for a lower total cost of ownership.