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IDS have developed a unique software application that utilises the in-built reporting function of the PBX to deliver ‘Near Real Time’ Switchboard Performance information. The software product, called Opera, also has an in-built historical reporting function, providing access to statistics over any given time period.
If you own or operate an IDX™, ISDX™, Merlin DX™, IS-TDX™ or Realitis™ telephone system and would you like to have access to call centre type information relating to the operation of your Switchboard Service then Opera is for you. |
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| Opera is being utilised across a broad market base including both public and private sector organisations. It provides information to allow managers to plan shift patterns, produce management reports on performance, to report on contractual performance in an outsource contract and even to assess individual operators performance bonuses. |
| Whether your operator service is in-house or outsourced, Opera will ensure that it runs smoothly and efficiently. If the service is outsourced then both the contract manager and switchboard supervisor can have access to the reports, ensuring continuity through the contract process.
The key benefits of Opera are: |
 Uses existing performance measurement system in PBX
Store records to allow for historical analysis and comparison
Provides ‘near real time’ analysis
Enables pro-active management of the switchboard service
Reports on individual operators both in real time and historically
Rolling graph of the day so far to identify service performance
Historical reporting over user defined periods
Automatic report production to a networked printer
SLA reporting for outsource contracts
User definable operator performance (calls/min) reports
Scalable screen graphs to customise screen to clients configuration
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For a presentation on the benefits of Opera click here
For a complete list of Opera features see the USER GUIDE |
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