Panasonic Telephone Systems, Samsung Telephone Systems, Avaya Telephone Systems

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OfficeServ Dataview

Ideal for call centre environments and organisations requiring reporting, OfficeServ Dataview provides statistical reports, real time monitoring and scheduled reports on the call traffic of a Samsung OfficeServ system using a web-based user interface.

OfficeServ Dataview provides high level integration with the OfficeServ Automatic Call Distribution (ACD) system, and includes detailed monitoring and reporting on Queues, Agents and Trunks, plus a comprehensive selection of data that meets most call centre requirements - Total Calls, Calls Answered, Abandoned Calls, Talk Time and Average Wait Time.

Key Features

Personalise Wallboards showing agent statistics and call queue statistics
Access 15 different live reports to monitor trunks, stations, call centre, operator and VM/AA activity
Access over 40 statistical reports on trunks, stations, voicemail, call centre and operator group statistics Schedule reports for daily, weekly or monthly statistics
Set up automatic emailing of scheduled reports to managers and supervisors
Access graphical views of historical and real time reports
Export/print reports and graphs to Excel with one click
Centralised storage and reporting for multiple OfficeServ systems (max. 8)

Monitor customer satisfaction levels

See the real time status of call centre queues and agents
Create personalised Wallboards showing number of calls waiting, available agents and abandoned calls
Apply thresholds on Wallboard fields to display alerts, e.g. an excessive amount of calls in a queue would be highlighted in red allowing supervisors to manage the volume by logging in more agents
Measure call centre staff performance, especially that of trainees, and maintain quality control

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