When working with a Dialer, weather it's Predictive, Progressive or even used as a Preview Dialer by the agents,
it's crucial to monitor closely what's going on in your Call Center. DialTone provides Real Time Monitoring tools as
well as detailed historical reports, in order for you to be able to quantify, evaluate and manage your dialer activities
effectively and efficiently.
Real Time Monitoring is available through DialTone's web-based management GUI. Detailed information is available
and realtime information is provided in several levels: you can view all active campaigns at once, judging (and changing)
earlier decisions regarding priorities between these campaigns. You can look at the results of a certain campaign, and
change it's settings accordingly, and most importantly: when using Predictive Dialing, you can look at the status of your
Call Center at any time and see if the dialer is creating unwanted peaks and overloading your agents. this is doubly crucial
when you do Call Blending, and the dialer is required to take into account inbound calls as well as it's own.
Since DialTone management GUI is web-based, you can view your real time screens anywhere: inside your LAN,
over your intranet / extranet, publish them on your web site (for yourself and your customers) and even using hand-held
devices and 3G cellular phones. DialTone also offers a broad range of warnings and alerts sent to you via SMS.
Historical reports are your main tool for analyzing your dialer and Call Center activities. DialTone offers a broad
range of reports, from the entire activity range, to the single campaign and even to the port level. You can look at
statistical information, generate lists according to call's status, and send full reports to your customers at the click of
a mouse. All reports are available through DialTone's web-based GUI and also in MS-Excel worksheets. Last but not
least: if by some chance you need a report that's not available in DialTone's current version, you can get all the data from
DialTone's MS SQL Server database and create it yourself using simple tools such as MS-Excel.
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