Q. Is OnTraQ only for small call centers?
A. No, OnTraQ is a cost-effective call center performance management solution for small to large enterprises. OnTraQ can scale from centers of only a few agents to centers with hundreds of agents.
Q. Can I use OnTraQ for more than one call center?
A. Yes! OnTraQ provides a single portal for one or many call centers that can be hosted off a single PBX or multiple PBXs.
Q. What reports are available with OnTraQ?
A. OnTraQ includes a variety of displays and reports. From a single portal, users can view real-time and historical reports and also reports for multiple call centers. Real time displays include: Agent Status, Service Group (Queue) Status, Life of Call, Agent Activity Log, etc. The Report Criteria selections allow you to craft the exact information you want for tabular and graphical reports – dates, time periods, report detail, service groups, ANI/DNIS, data groups, chart style and more. You can customize performance report templates to create scorecards tailored to the needs of each supervisor and manager.
Q. Can I schedule and/or e-mail reports?
A. OnTraQ allows you to define the reports you need and set any schedule to generate them – daily, weekly, monthly, etc. Generated reports can be e-mailed to a distribution group or saved in a network directory or even printed.
Q. Do I have to buy OnTraQ for all my agents?
A. OnTraQ is priced based on the number of stations with Agent Privileges, not Agents or Agent IDs. And, you can purchase only the number of stations you want to monitor. For example, only purchase licenses to monitor your IVR ports or a limited number of stations.
Q. Do I have to buy user licenses for each of my call center supervisors and managers?
A. No, OnTraQ includes unlimited management/supervisor consoles. You do not have to pay additional user fees.
Q. Why do I need CAP licenses for OpenScape 4000?
A. The CAP Server provides the conduit needed to capture the OpenScape 4000 detailed data needed for OnTraQ displays and reports.
Q. Can I monitor my agents’ 2nd line activity?
A. Yes! OnTraQ captures and displays 2nd line activity. All 2nd line calls are shown in the Life of Call display. The Activity Log allows users to sort by the category 2nd Line Events, in addition to drilling deeper into specific 2nd line activities. Current and Historical Reports offer several 2nd line data fields, including: 2nd Line ACD Talk, 2nd Line Non-ACD In, 2nd Line Non-ACD out, etc.