Features

emPulse offers the business user and call centre manager a variety of features based upon real world customer needs.

Real Time ACD Dashboard*

• Visual Scorecard – Instantly informs the user about the status of calls on the system, with visual cues determined by the user.  Typical statistics include calls in queue, agents logged in, service level, total calls and longest wait.
• Agent Availability and Presence – Informs the user of the status of agents logged into the system including their extension, name and status (available, busy, wrap-up).  Additional statistics include time in, wrap-up and the number associated with their busy status.
• Multiple Queues – Allows the user to view visual scorecards for individual queues or across all selected queues.
• Real Time Charts – Enables the user to view charts displaying real time information about agents and queues for up to 24 hours.
  

Call Accounting

• Standard Reports – Standard reports include a variety of historical reports for ACD information* and for all lines associated with the business customer.  Standard reports include call detail and summarised information. Examples include Calls by Account Code, Most Frequently Called Numbers, Daily Traffic Summaries and Agent/Queue Statistics.
• Scheduled Reports – All reports in the application can be scheduled by the user to automatically run and be emailed in a variety of formats to any email address.
• User Defined Reports – User defined reports provide the user with a tool that allows them to create a report with the specific information they require. Users can select fields and sort, group and summarise information in their reports.
• Filter, Print and Export – All reports can be filtered, printed to a system printer and exported to a variety of common formats such as CSV, Excel, and PDF.
  

Alerts
Users can create email alerts to notify them of events that occur on the system as they happen. Event information includes alerts on dialled numbers or originating numbers, which is useful for alerting on emergency calls or troublesome call centre customers.

*ACD Dashboard available with ACD Component – not available under all architectures