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New Real-time Performance Reports Available with ShoreTel Contact Center Agent Dashboard

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ShoreTel Professional Services is pleased to announce Contact Center Agent Dashboard Application Version 3.3, which features new reports and other improvements that empower agents to more effectively serve customers.

The new Daily Group Report shows real-time cumulative group metrics including Calls Answered, Agents Active, Calls in Queue and Answer Rate.

The new Department Performance Report shows real-time cumulative call answer rate for Contact Center groups within a department.

Both reports reflect daily totals and are color-coded against custom thresholds. The improved Group Agents Report now includes cumulative duration for Agent State and Personal Agent Queue for Login Groups, among other enhancements. The new version runs on Microsoft Windows and Apple Mac & iPad platforms. Drag-and-Drop and Edit features allow report layouts to fit the Agent Dashboard on any screen displayed in the Internet Explorer, FireFox or Safari browsers.

Please contact your ShoreTel authorized reseller for more information or for trial versions of these two applications and a chance to experience this great integrated capability firsthand.