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Avaya IP Office Phone System has many optional features that can greatly enhance a company’s efficiency.
One additional feature is Customer Call Reporting Software. Avaya CCR is ACD Reporting Software that can be activated when using Avaya IP Office Advanced Edition. Advanced Edition will allow a customer to set up ACD Groups for up to 30 Supervisors and up to 150 Agents.
In order to pull reports on your Avaya IP Office ACD Groups, you must license each agent with a CCR Agent License. Each agent can see his or her own daily performance and can track this information with a wall board on their computer.
In order to pull ACD Reports on the entire group, only a Supervisor will have access. Advanced Edition comes with one CCR Supervisor License, each additional Supervisor requires the purchase of a CCR Supervisor License.
Examples of companies who would benefit from these reports would be any type of call center application. Companies who are tracking advertising can pull reports to see the telephone number associated with a particular campaign. This way they can see which campaigns are successful, and which campaigns are not producing calls and or sales.
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