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The KX-NCV200 is two systems in one, combining all the features and functionality of the Panasonic KX-TVA200 Voice Processing system is a fully featured voice mail with email integration and auto attendant. The ACD Reporting System provides monitoring and performance reports and performance reports, call information reporting, history, and agent log-in. The KX-NCV200 is an all-inclusive call management system that will help you improve customer service and reduce telecommunications costs.

The NCV200 ACD report server brings advanced call center functions to your Panasonic PBX System, providing you with monitoring and performance reports, call information history, and agent log-in. It's easy to optimize call center management with NCV200's readable and comprehensive performance reports, which can be reproduced in emails or color graphs. The result - increased organizational flexibility and reduced operational costs.

ACD (Automatic Call Distribution) Monitoring
Clearly knowing real-time operating performance is vital to optimising call centre management. The Panasonic ACD Report Server lets supervisors monitor parameters, such as the number of active calls, agent status, queue status and agent/group performance.

As an example the following parameters can be monitored:

  • Calls waiting in Queue
  • Logged-in Agents
  • Answered Calls
  • Incoming Calls
  • Last Call
  • Total Calls

Performance Graphs
The number of incoming/outgoing calls and accumulated call data that are monitored by the ACD Report Client can be plotted as real-time or offline graphs. The user can also select the data for producing graphs and extensive format customisation is also available. These dynamic performance graphs can reflect changes in the ongoing status. This function shows the calls and agents status by statistics and comparative graphs based on the information that it monitors in ACD reports clients.

The KX-NCV200 ACD Report Server is an indispensable call centre solution. It provides reporting functions for detailed analyses to help improve call centre performance. The KX-NCV200 Reporting function allows users to create detailed call information reports. The following highlighted examples are from among a sample of the reports provided.

Incoming Call Reports

Managers obtain call information on CO trunks cumulated for a given period. The information is as follows.
  • Calls that are distributed to groups
  • Calls that have not been answered
  • Calls that are distributed to specified extensions etc

Group Reports
Group reports show a summary of selected ICD groups, allowing supervisors to obtain the status of each group.

System Reports

System reports display a summary of the whole system cumulated for a selected time period.

Agent Reports

Agent reports show a summary of selected agents in the call centre, allowing supervisors to:
  • Obtain the status of each group
  • Allocate resources suitably.

Agent ID Based Reports
Agents can be assigned AgenID which can be used to trace individual Agents performance reports. ACD Report Server shows a summary of selected agents. Agents are selected by Agent ID, and supervisors can obtain the status of each agent ID. Each report shows the information as follows.
  • Number of incoming calls
  • Number of answered calls
  • Log-in duration
  • Total time of agent state such as Idle, Busy, Break, and Wrap-up

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