Real Time Reporting

[Kapila Morgan]

Does anyone know of a better real time reporting system then Aspect's CustomView Producer/Director that will work with Aspect? I am specifically thinking in terms of being able to pull information from other systems (especially forecasting) and simple tasks like sorting by the agent's name or state.

Thank you!

[workforce]

Nortel will provide you with real-time adherence report.
You could contact International Marketing Concepts, a workforce management company for in depth information. They specialize in outsourced workforce management including reports and analysis. Visit their site at Http//:www.internationalmarketingconcepts.com
I think it will be much cheaper for you to use their services.

[Jimmy Childs]

We use Nortel's Symposium SCCS software. It tracks real-time agent status every 2 seconds. Lists out each agent's skillset/cueue, whether agent status is active, idle, not ready or logged out and exactly how long they have been in that status. It also is easy to extract reports on a daily, weekly or monthly scheme and breakdown activity for each agent as well as average for all agents.

[mrod]

You definitely want to look at Symon.

[ccampbell]

Centergistic Solutions offers an enterprise wide data management software solution which may address your needs. The software can pull information from a variety of sources. Please visit our web site at www.centergistic.com. If you need more information, please contact us.

[workforce]

Nortel's Symposium is definitely the soft ware to go with. It can give you real time report not only on individual agents and different gates and state, but can also give you report on all teams and sub-teams up to prior two weeks.
Some call centers use this for payroll time keeping so it is useful in many other ways.

[mlik]

I would go with Magentic North's 'Energise' reporting system. Its a real-time as it gets. The software provides for refreshing information every 2 seconds, showing customised information to agents, supervisors, managers, setting triggers (colour change, wave file, pop-up screen) against threshold limits and desktop crop-able tool bars. Whats more it is completely web-based and works on the thin client technology. Check out for more on www.magneticnorth.co.uk