• August 24, 2012
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Noble Systems Introduces Web Reports for Mobile Contact Center Management

Noble Systems, a provider of unified contact center technology solutions, has released Noble Web Reports, a tool designed to free managers and supervisors from their desks and get them back on the floor where they can manage more effectively.

Noble Web Reports makes information from Maestro, Noble Systems' management portal for directing and monitoring inbound and outbound contacts, accessible from virtually any Web-enabled device. Users can access reports and set parameters for customizing queries and view archived or previously run reports at the touch of a button. The Scheduler option allows managers to schedule reports to run at specific times or intervals and push them automatically to their devices.

Maestro provides dashboards for phone lines, stations, call queues, messaging, recording, quality assurance, and routing. With standard and custom tools, users can view list and calling results, dialing efficiencies, drop ratios, phone line histories, and application and agent status reports. Maestro also provides payroll information, such as agent hours worked, for effective agent management. Noble Maestro organizes new campaigns, list maintenance, dialing, call progression detection and switching functions of your programs.

Noble Web Reports is a part of Noble's mobile management platform, which works with major browser applications, such as Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple Safari, to connect contact center managers to their reporting and management data. Due to its flexible architecture, Noble Web Reports is accessible on devices that use Android, Windows, Linux, or iOS operating systems.

"Fast, efficient contact centers require real-time management," said James Noble, president and CEO of Noble Systems. "That means meaningful access to reports and real-time results from handheld devices, laptops, home computers and more. Web Reports keeps contact centers on target by allowing supervisors and managers to stay informed, wherever they might be located."

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