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Applications Showcase
47
December, 2005 Vodavi Telenium IP Product Guide
mobility ▪ presence ▪ collaboration ▪ convergence
Discovery Manager
Build your Call Center around Telenium
IP
with Advanced ACD features—maximize the customer
benefits by including Vodavi Discovery Manager.
Discovery Manager Overview
Discovery Manager is a Windows-based software management tool that helps
supervisors monitor and effectively manage call activity. It provides real time, visual
feedback on agent activity, displays queue status and cumulative statistics. Combined
with a flexible reporting package, this data generates reports that identify trends, which
can enhance productivity and improve customer service. Essentially, it integrates the
many facets of your business; ensuring managers have up-to-the-minute information
needed for effective decision making. An extensive set of user configurable real time
windows display key information such as agent status, call queue, longest wait time or
calls answered and abandoned.
In addition, you can view at a glance a performance summary for lines, agents and
groups/departments. Discovery Manager’s extensive flexibility allows supervisors to
customize their real time screen to view information as needed. You can customize the
size and font of any display with just a click of the mouse. This comprehensive software
solution also simplifies visuals for users with color-coding. Flexible audible and visual
alarm thresholds can be configured to help alert managers of particular situations, and
address immediate issues