[ Management Statistics ]

Macfarlane's CallPlus Management Information system (MIS) is a sophisticated module that enables events to be logged and reported upon by specified parameters such as line, DDI, Agent etc, as well as alarms to be triggered when quality or performance parameters go beyond pre-defined limits.

Managers and supervisors are able to create user-definable and real time on-screen displays of information about contacts - and hence maximise contact centre performance and service levels.  It will also lead to:

• Improved service quality
• Increased supervisor and agent productivity
• Fewer abandoned calls
• Improved strategic planning
• Shorter call length, thereby increasing agent productivity
• Reduced waiting time for callers
• Effective control of manpower costs

CallPlus MIS not only collects data about telephone calls, email, web chat and SMS, but also about agent activity. Real time and historical information and statistics can be displayed on the CallPlus Management screen or printed out covering user defined time periods.