Nfocus Plus Key Features:
100% web-based reporting
Scheduled Pdf or Excel reports
Unlimited supervisor views
Easy to deploy
Easy to administer
Easy to use
Nfocus Plus offers increased access and usability to critical CMS data, keeping managers informed and in control of their call center operations. Easy-to-use real-time and historical reports offer powerful insight into complex CMS environments and can be easily distributed to call center personnel in seconds. With no limit on the number of authorized users, Nfocus Plus allows organizations to make informed, timely decisions that result in increased call center revenue and reduced operating costs.
Any browser, any device, anytime
Use any device from any place to gain access to critical reports at anytime. Show your data on any screen that supports a web browser, even screens as large as wall mounted displays. A 100% Web-based architecture permits report access from any desktop in your call center, organization, or in the world. All that is required is a Web-browser for fast access to performance metrics. Nfocus Plus for Avaya has the same features and functionality as Nfocus, but is intended to complement Avaya’s CMS. Nfocus Plus offers Web based and Unlimited supervisor views, especially for outsourcing companies that would like to have their client a view in the call center. Nfocus Plus brings critical call center data out of CMS.
Unlimited Supervisor Views
The Web-based administration allows users to view historical and real-time reports at any time without having to install a client, only a Web-browser is needed. There are no restrictions on the number of supervisor users that can log-on to the product. There is also no license to limit the number of concurrent users. But you can just as easily empower your agents with tailor-made reports to give them the right insights into their personal performance.
Easy scheduling of reports in PDF or Excel
Things you would like CMS to do: automatically sent a report in PDF or simply generate an Excel sheet. Therefore long on many a wish list: Schedule Email Reports in PDF & Excel Formats. All historical reports can be emailed with the click of a button. A built in report scheduler allows supervisors to schedule historical reports to run at any time. These reports can be sent as email, PDF, or Excel files to agents and supervisors on location as well as to off-site staff and outsourcers. You can create PDF reports with a few mouse clicks and we even let you choose the layout: you can have them in portrait or landscape format.
Powerful Navigation Functionality
Point and click navigation is simple and straightforward, allowing users to easily drill down into reports. Within three clicks, users can drill down data from real-time all the way to agent-specific data. Users that are familiar with Web-browsing will easily navigate the product.
Easy to Deploy
Installing is fast and relatively easy to do. Our prepackaged software practically installs itself. In as little as thirty minutes, Nfocus Plus can be installed and begin running reports on critical performance data. There is no desktop software to install, update, or support and a web-browser is all that is required. Even backups can be embedded into your daily routine. There is no need to carry cartridges around anymore. And just because of its web centric architecture, high availability and Enterprise Survivability are relatively easy and affordable concepts.
Easy to Administer
Once installed, a powerful permissions authorization scheme allows the administrator to set data access levels for all users. With Nfocus Plus, granting access to reports is an administration function, not an IT or Telecom responsibility. Adding new users or groups is simple because Nfocus Plus keeps administration local. Using Nfocus Plus, anyone can be authorized to view your reports – even agents or clients – without additional costs. Local Administration means that the administrator can easily add new users, change access levels of existing users, and administer the entire product from a Web-browser- all without involving IT or Telecom staff. No formal training is required for administrators. Administrators can easily monitor and run reports on multiple CMS servers from one simple user interface.
Easy to Use
No formal training is required for end users; the only requirement is basic knowledge of a Webbrowser. Critical CMS data is automatically pulled, sorted, and delivered to users. All reports and views are self-descriptive and easy to navigate. No Desktop Software to Install/Support/Update. Supports CitrixTM Environments. A central install allows the product to automatically roll out new releases and upgrades to authorized work stations. Because changes are made centrally, there is no need for IT staff to configure, support, or update client machines.
Permissions Authorization Scheme
Thanks to a powerful permissions scheme, supervisor will only administer their own agents. No more confusion about which agent to choose. Supervisors will only see what is important for them: the right agents, the right VDN’s and the right skills. Managers, supervisors, outsourcers- even agents, can have varying levels of access to call center performance reports. Access is determined and set by administrators, who can offer users broad or narrow access to call center performance reports.