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Contents Reports and Strategy Maps Creating an Analytic Chart Report Creating a Trend Analysis Chart Strategy Maps Dashboards Putting it All Together Creating a Dashboard Adding Filters to the Dashboard Summary 116 117 119 122 127 127 130 136

Additionally, by monitoring the trunk groups within the PBX, the CTI application can see all the incoming calls and collect the data associated with each call This application uses ANI and DNIS to see where the call was directed and when it was answered The selectivity available in a CTI application therefore enables the supervisor to monitor the activity of each agent within a workgroup and get a clear picture of what transpires during the course of a day This helps in determining workload effort, staffing requirements to meet a specific demand, or any seasonal adjustments that must be made based on time of year About 65 to 70 management reports can be generated on an ad hoc basis Supervisory personnel can monitor the work flow, the productivity of each agent in a group, abandoned calls that were not answered soon enough, or any other anomalies that might occur within a given day Through these useful tools and reporting structures, the supervisors know whether they have enough, too few, or too many agents on board at any one time This can aid in workflow scheduling as well as in determining the productivity of the individual agents or of the workgroup as a whole In the event an agent is not performing satisfactorily, management can then take whatever corrective actions deemed necessary If abandoned calls are escalating because the agents are on the phone too long, several other activities might result These could include such things as new training, analysis of the call type and the information requested, or simply determining the morale and productivity within the workgroup Beyond the call-processing and the call-monitoring capabilities, CTI can be implemented to integrate the facilities and capabilities of the PBX as well as the computer systems into one homogenous unit The typical PBX today has features that are rarely used There can be as many as 300 to 400 of these features that are designed to either improve productivity or make the job simpler Although the average user typically activates only three or four of the normal features, many of the functions are available but never used The CTI applications can customize features and functions for individual users within a workgroup and provide more powerful interfaces using point-and-click GUIs Through a CTI application, a PC can be used for dialing, activating features, conference calling, call transfers, or any other necessary feature Simply clicking on a telephone set icon saves the end user from the risk and the unfamiliarity of the PBX features, preventing cutoffs or lost calls and facilitating better utilization of the PBX features Taking this one step further, each individual user within a group supported by a CTI application can customize his or her own features and functions in personal folders These can either be stored on a PC or a server Therefore, using the CTI application, individuals can select different forms of call screening, call forwarding, or call answering, according to the applications and the individualized services they prefer.