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Contact Center Manager

ACD Agent Statistics & Reporting Software for Avaya & Nortel PBXs:

In today's world of Contact Centers the importance of providing exceptional customer service can't be overstated. Effectively managing your Contact Center resources requires accurate and timely information. Until recently only larger Contact Centers could afford these reporting tools.

Genesis Contact Center Manager is a very affordable, powerful and easy to use Contact Center performance reporting package for businesses and organizations of all sizes. Genesis Contact Center Manager (Genesis CCM) is a multi-site, multi-user system that takes the guesswork out of managing your Contact Center's activity and performance.

Genesis Contact Center Manager saves you time and money by providing you with the critical information you need to effectively manage your Contact Center's resources. With Genesis CCM you can evaluate the performance of your individual Contact Center Agents, Queues and Trunk Routes. Genesis CCM pinpoints how well calls have been handled and routed through your Contact Center. Staffing decisions can be made as well as decisions on how to improve performance and customer satisfaction. Use the historical data retained by Genesis CCM to identify trends and areas requiring improvement.

Genesis Contact Center Manager captures information from your PABX and consolidates and organizes it into concise, easy to understand management reports and graphs that can be displayed, printed or emailed. For maximum flexibility, reports can be printed showing hourly, daily, weekly or monthly totals.

Additional Features:Contact Center manager / ACD web interface

Sample Genesis CCM / ACD reports:

Agent Performance Reporting:

  • Individual Agent by Date
  • Agents' Totals by Date
  • Agent Totals by Queue by Date
  • Agent by Department

Position / Virtual DN Statistics Reporting:

  • Position, VDN by ID
  • Position, VDN by Department
  • Position, VDN by Queue
  • Position, VDN by Date

ACD agent / position performance graphQueue / Split Performance Reporting:

  • Queue, Split by Hour of Day
  • Queue, Split by Day
  • Queue, Split by ID

Trunk Route / Hunt Statistics Reporting:

  • Trunk Route, Hunt by Hour of Day
  • Trunk Route, Hunt by Day

Compatible PBXs:

  • Avaya Communication Manager (Hunt, split & virtual DN reporting for historic statistics on your ACD agents, positions and queues)
  • Nortel Meridian 1 or CS1000 (ACD C Package reporting for historic statistics on your ACD agents, positions and queues)
  • Avaya Communication Manager IP communication methods supported

Included Options:

Remote Assistance:
Allows a certified Genesis support technician to perform troubleshooting or other tasks for you. Whenever and wherever you need assistance a certified Genesis support technician is always available to help.

Web-Based Interface:
In addition to our standard client interface, Genesis Professional Includes our easy to use web-based interface.

Configurable User Accounts:
You can give selective access to individuals who do not need to be able to perform certain duties. You can restrict users from printing reports, give them read-only access, and much more...

Optional Hardware & Connectivity Options:

Buffer Boxes:
Usually used when your PBX is remotely located or when it is not feasible to run cabled directly. Buffer boxes can also add additional peace of mind, ensuring data is not lost in the event of computer hardware failure. Buffer boxes act as an intermediary between your telephone system and the computer housing Genesis Call Accounting. Call information is retained and passed to the Genesis PC for immediate processing.

Ether-Serial Devices:
Convert any legacy telephone system serial ports to an IP network connection, allowing internal and remote accessibility via your established network. Especially useful when it is impractical to run cabling between the Genesis computer and your non-IP supported PBX.

Rely on us

Genesis is fully committed to superior quality, service and after-sale customer satisfaction. Our expert technicians are available to discuss your particular questions or concerns. When you buy the Genesis Contact Center Manager, the first year's updates and technical support are included.