NovaWIZARDPRO - A complete call center management system. WizardPRO includes real-time statistics and graphics, Wizard reports, Executive reports, FasTRAC reports, Agent State alert, Threshold monitor, and Multi-group display. The WizardPRO is intended for active management of a call center. Reports may be executed in either an automatic or manual mode. Call center management can design over 300 customized reports for specific reporting requirements. Statistics are maintained for up to 3 years (in 15-min. units).

Real-time Graphic Display - Agent status is shown via a series of colored icons to indicate current task being performed by each agent. (Click on picture to enlarge) Display includes icons, agent name, agent log-in code and state time. Supervisors can determine the order of agent display via point-and-click menus. A multi-chart display shows group statistics in Pie/Bar chart for the last 15-min. and today's total. A large digital clock shows the time of the longest call-on-hold for the selected group.

Executive Reports - (Click on picture to enlarge) A series of pre-determined statistical charts for Call Center management review. The supervisor can select from one to six reports per page. A text box is available for supervisor comments. Reports are selectable for periods of one day, week, month, and year. Multiple groups can be summed for an overall indication of call center effectiveness. Reports may be printed in black and white or color (requires a color printer).

Agent Status Time Alert - The agent Icon changes to a red background when an Alert timer is reached. Alert timers are available for ACD call time, Non-ACD call time, and not available time. Alert state time is defaulted to the group average or may be selected manually by call center supervisors. An alert state time exception report is available in AgentVIEW. (Click on picture to enlarge)

Multi-Group display - A graphic display of real-time/daily group performance. (Click on picture to enlarge)The call center supervisor can select up to 4 groups at a time (limit of monitor screen size). Each display shows current status of ACD calls, non-ACD calls, calls-on-hold, available agents, and longest call on hold. One chart displays current status and a second chart displays daily activity up to the last 15 minutes.