9 - Call Management and Reporting Software

HRPA is seeking a vendor to provide phone system software to manage and monitor calls, pull data required for call metrics to measure performance and generate phone reports monthly.

Project Details

• Pull phone reports and specific data such as, incoming/outgoing calls, transferred calls, call distribution, and phone usage for each employee, 67 in total.  
• Types of reports required, extension detail calls transferred from Reception, Individual by extension, agent call summary by queue and agent daily summary.
• Can easily modify reports, add/remove employees, and update call distribution.
• Call metrics to measure performance, employee productivity, and other activities that leads to increase customer satisfaction.
• Software that allows visibility, management to view number of people on a call, on the queue and employees ready to take a call.