Mitel Customer Service Manager Reporter Pro

Mitel® Customer Service Manager (CSM) Reporter Pro provides historical and real-time reporting on over 200 filterable statistics, with over 500 real-time graphical displays and over 100 historical reports.

• CSM Reporter features extensive reporting and supervisory capabilities, including:
  • Automatic call distribution (ACD) reporting showing activity and performance indicators
  • Agent alarms against wrap-up, free, not available, etc.
  • Forecasting statistics
  • Do not disturb (DND) status reporting
  • Real-time statistics and graphs
  • Supervisory call monitoring and control with controls to answer, transfer, steal, and disconnect employee calls
  • Audible and visible alarm conditions
• Auto Reporter extends the functionality of the above reporter package to provide advanced scheduling and publishing of reports, real-time statistics, and alarms

Call Recording
Customer Service Manager also offers integrated call recording to augment the Reporter modules with high-quality call monitoring. Call Recording offers:

• Extensive search criteria
• Cradle-to-grave search and retrieval
• Ease of call retrieval

For information on product and application interoperability, please contact your nearest Mitel office.

• Mitel Customer Service Manager Overview (PDF 2.5MB)