I need help like crazy...please

[stressed_supv]

Hey guys,

I've recently taken a position as a Supv. with an inbound Call Center, and they have never really been a Call Center, just known as a phone dept. Now we are beginning to act as a call center, but we are sorely missing the characteristics of a call center as we try to move forward.

We have implemented a new software, nothing I'm familiar with and it's really a trojan horse, strange things keep popping out, and it's very very difficult to forecast; we have at worst 25% ABA, but I don't know if it's the system erroneously stating incorrect data or if that is an actual number.

Has anyone worked with "Genesys" before, and could anyone give me some input on this quirky @$$ thing.

I'll have calls in queue, then they all disappear, and my ABA shoots up, or in some cases never changes.

I'm trying to do some forecasting, but the data I get from this thing is interesting at best.

Please.......

[Jeff Anonics]

My suggestion to you is that you must hire a system administrator that will handle all the computers and technical problems that you are encountering!