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PowerWise — real time decisions for your call centre
PowerWise allows a call centre manager to monitor and assess campaign
individuals in real-time or historically. You can even compare different campaigns from different dates.
PowerWise Standard Reports
PowerWise consists of ten standard reports list below is a
preview of some of the reports.
Call Report
The call report provides a simple view of outbound campaigns
with a number of filters. The layered matrix is built upon any
combination of operator split, campaign (filename), day of
month, week number and start hour. The report can drill into any
individual operator and allows historical and real time
comparisons. The information is displayed in both graphical and
numerical formats.
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PowerWise Dashboard
This dashboard example reviews six operators for a 8 hour
period and their total number of calls in each disposition/wrap-up.
To view the total click on Wrap-Up or Operator.
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Drill into the dashboard report to specific hours and view
true performance levels. |
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Call Rates
The call rates report is a graphical display of the days'
call peaks and troughs. It is particularly useful in helping to determine
the staffing requirements based on historical call volumes during a day
and the most productive times to call.
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Contact/Call Data Table
The call data table is a direct window to the underlying
call information, enabling management to quickly apply filters to drill
down into the call data.
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Time Chart
The time chart depicts conversations per operator over
time during the run or day. This report displays the actions of each
operator, the length of their individual conversations, and the length of
time between each agent's calls - in a clear linear analysis over time.
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Totals Report
The totals report is a snap shot report that gives instant
feedback on the state of a given campaign. It depicts information from
other reports, including the total call splits between operators, the
yield from the campaign thus far, and a visual on the talk time, average
duration and total calls per operator.
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Queue Management Summary
Queue summary including available agents, waiting callers,
service level performance, abandon rates and average wait times are
available at a glance. Audible warnings are available when performance
criteria fall below thresholds.
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PowerWise - behind the data engine
PowerWise is unique in that it can draw data from virtually any data store, from different databases, regardless of their platform (e.g. Oracle,
SQL Server or Access), and bring them together on the one screen, allowing reporting and analysis to be performed. This delivers added value as financial data can be merged with operator call volumes
to produce a comprehensive overiew.
The PowerWise easy-to-use interface enables management to
generates quality, easy to read reports displayed in both
graphical and statistical formats. They are specifically
designed to provide both quick assessments and in-depth
analysis.
| Best Application |
PowerWise
is an extremely flexible telemarketing tool that has proven to be most useful in centres of six or more telemarketers. The package is a particularly accurate way to track performance in centres that run more than one
shift.
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