A number of other OAISYS Management Studio applications are compatible with OAISYS Tracer and can thus be used in Tracer customer solutions. These include:
OAISYS Chat
This legacy text messaging application can be used in conjunction with the OAISYS Call Monitor allowing supervisors to “coach” employees during phone calls using interactive text messaging.
OAISYS Recording Client
This legacy desktop control application monitors activity on its user’s extension. Tracer provides a free, system-level Application Programming Interface (API), which leverages open technology and supports an easy development and deployment
environment. The Tracer API is an open architecture developer’s kit that is designed to allow communication with third-party software and devices, such as various predictive dialers, ACD, and other contact center applications.
The OAISYS Web Services API allows key components of OAISYS voice
documentation solutions to be accessed via other commonly used business applications such as Microsoft Outlook, Microsoft Dynamics CRM, ACT!, and Microsoft SharePoint. The Web Services API also provides the foundation for OAISYS Mobile Recall which enables users to access recorded calls via a smartphone, PDA or other mobile device.
Reports
Tracer Reporter is the powerful reporting package for the OAISYS Tracer call recording software. Tracer Reporter generates reports, including graphs, based on the telephone call information stored in the Call History database. These reports can be run on
demand or scheduled for publishing at specific times. Reports can also be instantly viewed using a standard Microsoft Internet Explorer browser.
Tracer Reporter can be used to create a report and once a report is defined, it can be saved and used over again or scheduled for publishing at specific times. Reports can be private or public. A user can create a report by first selecting the report template and then choosing the time frames and other objects to be included in the report. Once the definitions are done, they can be saved so they are available for either scheduled or manual creation of the report. The dates assigned for the reports can be fixed, such as “December 1-5, 2009” or sliding dates, such as “This Quarter”, “Last Week”, etc. Sliding dates are very useful for reports that will be reused later.
Once the report is ready, it will be displayed in the browser screen. The browser scroll function can be used to view all of the report data as well as any graphs that may be included in the report. The standard “Print” and “Email” or “Export” features can be used to print the report, email a copy to someone else, or export it to a designated location. On some reports, the user may be allowed to “drill down” to a list of the individual telephone calls, view the detailed call information, and even listen to recordings of the phone conversations (if available).
Scheduling Reports
Tracer Reporter also offers highly efficient scheduling capabilities. Reports can be scheduled to run on a daily, weekly, or monthly basis at a specific time. Once reports are completed, authorized users can print, output to a file in a selected format, and/or email to one or more recipients. Some examples of how this functionality might be used are:
The sales manager would like the “Sales Calls” report for the week emailed to him every Friday at 5pm.
The Customer Service Manager would like all of the employees on his team to receive an “Employee Comparison” report via email every Friday.
The VP of Marketing wants a printout of the “Weekend Advertising Responses” report printed out and waiting for him every Monday morning.
The head of Information Services wants the internal web site to be automatically updated every night with the “Call Traffic” report.
Tracer Usage Reports
The Tracer Usage reports provide ways to view how the Tracer system has been used over selected periods of time (See Fig. 13 for sample Usage report). This can include the entire system, certain ports, or even specific users. These reports show the quantity and types of calls as well as how many of the calls were recorded and include the
following report templates:
Extension Report – Views of calls to/from selected phone extensions Tracer Port – Views of port usage
System Wide Report – System-wide usage views Inbound Calls Only – Inbound calls are reported on
Owner’s Report – View for oversight and QA responsibilities
Customer Interaction Reports
The Customer Interaction reports show the responses to and effectiveness of various ad campaigns (See Fig. 14 for sample Customer Interaction report). They provide basic information about the various advertising campaigns that have been launched including the name of the media (i.e. “Yellow Pages Ad”), the phone number used in the ad, the timeframe, and cost of the ad. By using a different phone number (DNIS number) in each of the various ads, the Customer Interaction reports can measure and show the phone calls that were received in response to those ads. If Caller-ID is received with those phone calls, the area of the country, city, or state where the ad had the most impact can be seen. The Customer Interaction report templates include:
Ad Campaign Effectiveness – Measure and compare effectiveness of ads Call Arrival Times – Shows when callers responded to an ad
Callers by Area Code – Shows where callers were reached by an ad down to the central office code
Inbound Calls – only inbound calls
Effectiveness Comparison – Measures which ad campaigns are most effective
Employee Assessment Reports
The Quality Control Module provides supervisors and employees with a consistent method to grade performance on calls. The Employee Evaluation application records ratings and the Quality Control Reports Suite provides management reporting including graphs (See Fig. 15 for sample Employee Evaluation report). The Quality Control Reports Suite consists of five types of reports:
Employee Evaluation – Provides weighted average of ratings for each evaluation question for one or more employees
Employee Comparison – Compares ratings of multiple evaluators
Employee Quality/Efficiency – Compares Efficiency (average call duration) to Quality (average of all ratings summaries)
Criteria Trend – Compares ratings for each question over time to assess trends (single employee)
Group Trend – Demonstrates evaluation trends over a specific time frame
Owner’s Report
The Tracer Owner’s Report feature provides a convenient report complete with graphs (See Fig. 16 for sample Owner’s Report) that can help hold management accountable to their oversight and QA responsibilities. The Owner’s Report, which can be
automatically generated and delivered via email, lists all user activity for a specified period (daily, weekly, monthly) for the following functions:
Live Calls Monitored (who listened live to what calls?) Calls Reviewed (are managers reviewing calls?)
Calls Evaluated (is your QA team evaluating the number of calls required?) Calls Coached (which managers are responding to your agent needs?) Reports Run (are the reports being utilized by all managers?)