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The Vonexus Enterprise Interaction Center™ IP PBX communications system

Reporting

Interaction Reports, Interaction Tracker^®

Vonexus EIC covers virtually every corner of reporting for system and user performance, service level quality, and your enterprise’s overall business processes. Add Interaction Tracker as an interaction segment/contact history management utility to track phone, fax, e-mail and Web chat interactions, and Vonexus EIC even allows authorized users to resolve new contacts and search for and view historical interaction information with customers and organizations alike.

Interaction Reports

Powerful Interaction Report capabilities in the Vonexus EIC system let you generate reports on every EIC interaction that passes through your organization. Run reports at any time for calls, users/ agents, workgroups, and line groups, and also create custom reports as needed to collect other information relevant to your business and customers. Some of Vonexus EIC’s available report types include:

Agent Reports
Enable departmental call center supervisors to evaluate how well agents (and other department staff) are responding to interactions—and to analyze agents’ availability, logged-in time, and after-call work time. Vonexus EIC tracks which agents handle which interactions, from the time a call, e-mail, fax or Web chat enters the Vonexus EIC system all the way to its completion.

Call Reports
Use call reports to track individual interactions, customer calling patterns, and geographic (area code/ exchange) patterns. Also run detail or summary reports as needs dictate.

Queue Reports
Queue reports allow managers to gauge service and performance levels for individual workgroup queues, helping them make informed, more accurate staffing and scheduling decisions.

Line Group Reports
Give resource managers the information they need to manage line group resources, and to determine when line groups should be reallocated during peak hours.

Line Activity Reports
Study line activity and utilize these reports to determine when lines are the busiest, either in detail or summary.

DNIS Reports
Dialed Number Identification Service reports can be used to analyze the number dialed each time callers contacted your organization—but more so to track how callers reached specific departments and agents. Additionally leverage DNIS information to route calls to the same agents, or to track where the caller is located geographically by publishing different telephone numbers in various regions.

Administrative Reports
Administrative reports are general in content and include information such as change notification history.

Fax Reports
Track Vonexus EIC’s fax history activity, with the EIC Fax Server sending data to be logged regarding the outcome of every fax in the system, both incoming and outgoing.

Account Code Reports
Businesses often use account codes, also known as billing codes, to identify a cost center for calls, with systems frequently defining account code requirements by call types and authority. Vonexus EIC allows administrators to assign account codes to define calls as belonging to a certain customer or workgroup. In turn, managers can utilize account code reports for inbound as well as outbound calls to track time spent on calls for a specific customer or organization, or to gauge phone usage by a workgroup.

IVR Reports
Vonexus EIC’s IVR reports provide both summary and detailed information about caller activity as a caller enters, navigates and exits the Vonexus EIC system’s auto-attendant and IVR application menus. These reports include statistics showing how many callers abandoned the IVR and the last menu they reached before exiting, along with exit paths for successful calls, how many times each menu was reached, and a summary of all menus reached per day and time range.

Wrap-up Code Reports
Wrap-up code reports summarize user/agent activity for each wrap-up code defined in the Vonexus EIC system. Report data is displayed by user or date, and summarizes the activity for all users by user or by date. Vonexus EIC users and agents with appropriate permission can run these reports on their own activity as well.

Agent/ Queue Activation Reports
In Vonexus EIC, agents in departmental call centers can be activated or deactivated in individual ACD workgroup queues. Agent/ queue activation reports show any changes made, by agent and workgroup, for users who were activated or deactivated in a workgroup during a reporting period.

Interaction Tracker Reports
Reports for Vonexus EIC’s Interaction Tracker module provide detailed and summary level views of all interactions in the Vonexus EIC system, including breakdowns by interaction segments.

Interaction Tracker
The integrated Interaction Tracker application in Vonexus EIC is a full interaction segment/ contact history management utility that tracks phone and Web chat interactions throughout the Vonexus EIC system. Interaction Tracker therefore allows authorized EIC users to resolve new contacts and search for and view historical information related to any call or chat they conduct with customers, suppliers, other EIC users, etc.

For example, Vonexus EIC users can view all of their interactions with multiple persons at a particular company, or with single contact at that company.
As another example, a user can track all interactions between their co-workers and a vendor for the previous 6 months. Interaction Tracker also allows users to add comments or notes to interactions.

Interaction Tracker runs directly on the Vonexus EIC Server, and can function as a simple standalone customer interaction tracking system or integrate with packaged CRM and/or special purpose customer information management systems.

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