When customers call, they want the right answer quickly. Whether a call center employs a few sales representatives or a hundred customer service agents, Discovery ACD gets a call center operating at peak efficiency. Effective ACD Management Discovery ACD is a Windows-based software management tool that combines real time, visual feedback on agent activity with a flexible reporting package. Providing managers with a wealth of information for sound decision making. An extensive set of user configurable real-time windows display key information such as agent status, call queue, wait time, calls answered or calls abandoned.
Managers can view at a glance, a performance summary for lines, agents and groups.
Discovery ACD's extensive flexibility allows supervisors to customize their real-time screen to view information as needed. Flexible audible and visual alarm thresholds can be configured to alert managers of situations and address immediate issues. Comprehensive Reporting A wide variety of fully configurable reports on inbound and outbound call activities provide the information needed to measure and improve performance. Call volume, handing time, service levels and staff requirements can be analyzed in a variety of ways to examine current workload trends. Access to unlimited historical data can be used to forecast future trends.