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Reports | Monitors |Alerts and Alarms
Allowing multiple contact methods (telecom, email, voicemail, chat, instant messaging) gives your customers a choice when communicating with your organization. Today’s office systems are not only numerous, but can be overwhelming when it comes to retrieving data concerning agent and customer interactions. BOSS gives you the information you need to manage your systems and your staff. We extract key activities such as voicemail logs, time clock entries and call records, even industry-specific software, assembling the data for reports and alerts. You are notified when there is a problem, failure or delay in any of your personnel, workflow and systems.
Keeping track of performance and service level trends is easy with reports customized to meet your specific requirements. This allows you to fairly compare individual agents with the average of the work group or company objectives.
For service levels, our reports can be modified based on company, work group or individuals so that you can benchmark and follow progress and improvement. Not only do these reports give you incoming communication information, you will receive the measurements of outgoing responses for voicemail and email.
Because reports are customized for your organization, you have flexibility in setting parameters of realistic performance objectives so you can identify strengths and weaknesses based on goals you’ve created. Your reports are then automatic; you’ll receive daily summary reports via email and can request detailed daily, weekly and year-to-date reports as needed.
Reports include:
Our trend reports will arm you with the information you need to optimize your systems. Using these reports, Bell Services West will analyze the data and give you recommendations to make sure you have the correct number of trunks, phone lines or voicemail boxes in addition to resource planning. These reports will also improve your operational effectiveness by advising how to effeciently staff during peak periods.
We also track your system performance. We’ll notify you immediately if any part of your system shuts down, fails or is disabled.
Other Reports:
For a detailed description and use for reports, please read our Reports Summary document.
At PARAGON SUBROGATION SERVICES, we instill in our staff that the client must come first. This means we are constantly searching for ways to make our agents more productive and better serve our customers. A short time ago, while going through a "continuous improvement" exercise to better manage and coordinate the efforts of our various centers, we discovered BELL SERVICES WEST (BSW) and their Business Office Support System (BOSS).
BOSS provides us with daily reports detailing our office and agent's activities, including voicemail and incoming and outgoing calls. BOSS was implemented with our specified thresholds. In a very brief period, using these reports, we could see positive results which included: improved traffic distribution by rescheduling agents during busy times, reduced personal calls and improved answer time consistency and voicemail response time.
Using BOSS as our partner, we are now looking to expand this service into other areas of PARAGON's operation as quickly as possible.
-Ani Naccachian
CEO, Paragon Subrogation Services |
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View the current status of your departments, including auto-attendant and reception calls, in near real-time on your office PC, or, when you’re out of the office, a laptop from a remote location.
The desktop dashboard monitor is color-coded, fully automated and easy-to-read, featuring simple navigation. If a problem occurs, you can quickly and easily move from the onscreen summary data to detailed information.
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Improved response time increases customer satisfaction. Take care of issues before they have a negative impact. Warnings and alerts are sent to designated recipients via email, page or text message. This eliminates the requirement of an administrator who must constantly watch and monitor agents.
These alerts, customized to the threshold of your organization’s standards, are at work 24/7 to audit information such as whether a voicemail box is full or a particular employee is responding to voicemails in a timely fashion. When an exception occurs, this allows you to offer immediate feedback or coaching to an agent.
Agent A calls in sick. That day there are three voicemail messages left on his extension. Once a voicemail is stagnant (e.g. not accessed and/or not returned) for two hours*, an alert is sent to the both Agent A and the manager to advise of this condition so that he may respond.
Agent B receives an email overnight. At noon*, the email remains unaccessed by Agent B. An alert is sent to both Agent B and the manager to make them both aware of this issue. If this status remains unchanged for 30 minutes*, a second alert is sent to the manager so that he may respond.
*Alert timing parameters are customized for your organization.
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BOSS allows you to see the status of virtually any system, including PBXs, CTI Controllers, Communication Servers, VOIP Media Gateways, Auto Attendants, IVR systems, voicemail systems, Time Clock servers, System Logs including industry-specific software data.
Bell Services West becomes a partner to your organization. We’ll assist you in customizing your status information and reports to your specifications and your company’s requirements. The data is for your organization, not a template of a generic office. Our reports give you auditable information for service levels, performance evaluations, ISO, certification standards or your clients. Our analysts will review your results with you and make recommendations for improvements. We have exclusive industry-specific solutions to give your organization the competitive advantage.
For security and to safeguard information, we offer to back-up your data and store it offsite.
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Decrease personal calls