Mobile App for a Mobile Workforce:
Research indicates that organizations are quickly transitioning to ‘mobile-centric’ environments to take advantage of new efficiencies brought forward by mobile cloud communications solutions.
IDC research indicates mobile workers will account for more than 72 percent of the U.S. workforce by 2020, exceeding 100 million people.
Did You Know?
With the NexLine Mobile App, not only can employees make and receive calls placed to their corporate phone number via their mobile device, they can leverage important communication features, such as:
• One click to join conference calls
• Extension dialing to co-workers
• Corporate and personal phone directories at your fingertips
• Access to company international distance and dialing plan
• Management of what device rings when someone calls their business number
• Listen to and manage voicemail
• View recent calls
• Manage virtual attendant settings
It's always easier to make business decisions when you are working with data and facts rather than just anecdotal information and guesswork. In addition to providing a robust platform for handling your voice communications, our TelNexa platform also provides our customers with reporting capabalities that allow you to see exactly where calls are coming from and what your call volume actually looks like.
Call Details Report
The Call Details Report is the first thing you are presented with after clicking on the Reports tab in our portal. The Call Details Report will provide information about every call that passes through your phone system: Incoming, Outgoing and Internal. Powerful filtering tools are available to allow you to narrow things down to just the information you require. You can filter by date, extension or even the caller's phone number. ONce you've generated the report you need, the hndy Export tool allows you to download that information for use in Excel or for archiving.
The Activity Graph provides insight on your phone system's Call Volume. WHat extensions generate the hightest call volume? What days and times do we need to make sure staffing is adequate for handling our calls. If you are interested in ensuring that you are optimizing your staff schedules to accomadate your telephone activity, then the Activity Graph can provide a wealth of data for making informed decisions.
In the past, determining how many phone lines you needed took a lot of gut-level instinct. Although it is a clear imperative to make sure that callers aren't presented with busy signals, having too many phone lines is simply a waste of money and resources. The Path Usage Report removes this guesswork by showing youthe exact maximum number of Call Paths that were used in a given time range. Are you consistently hitting your maximum number of Call Path? It may be time to increase your contracted Call Paths to make sure your callers are able to get through? Conversely, if your utiliziation is always well below the number of available Call Paths, then it might be time to speak with your Account Representative bout reducing your Call Paths in order to reduce your communication costs.
Customers that utilize either of our Call Center solutions are provided with a wealth of additional reports to assist in managing Call Center staff. Agent Reports provide you with the data required for evaluating individual agent performance. Various Queue Reports can shed light on your Average Hold Times, Call Abandonment Rates and other metrics that can help to tune your Call Center to maximize the service you prvide to your customers.
Call Activity Reports can be extremely eye-opening. We would encourage all of our customers to click on the Reports tab in their portal to see what is actually happening. And as always, our expereinced technicians and consultants are always available to assist in interpreting this information and help you in designing the communication platform that will help your business to succeed.