ISI Releases Infortel Select Version 10.0
December 31, 2018
By Paula Bernier, Executive Editor, TMC
ISI (News - Alert) has released the latest Service Pack 6880 for Infortel Select Version 10.0. New with this release are added capabilities for Cisco quality metrics reporting, Cisco (News - Alert) UCCX contact center reporting, dashboard, and directory enhancements.
For example, Infortel Select now supports tracking and reporting for Cisco’s concealed seconds. The Infortel solution still supports traditional mean opinion score metrics.
“Mean opinion score is no longer the best way to grade audio quality,” Cisco explained a year ago in September. “Concealment-related metrics with Cisco Prime Collaboration Assurance and Analytics offers many advantages including simplicity, better SLA enforcement, and codec independence.”
The Infortel Select CDR dashboard, meanwhile, now supports concealed seconds metrics in summary gates. That means users can add such concealment statistics as the severely concealed seconds ratio and call quality grade.
“A template for analyzing call quality is provided,” ISI explains. “The call quality grade gate allows the administrator to quickly see a date that is having quality problems. They can then drill down using call exploration to find the calls that have issues. The columns provide a count of the number of calls per day that are good, acceptable, and poor. The line shows the severely concealed seconds ratio.”
And ISI’s contact center distribution summary highlights the rate at which calls are answered or abandoned. That helps organizations gauge the percentage of calls answered within a set number of seconds. It also helps them understand to what extent agents and teams are meeting contact center objectives in these realms.
“Managers need to know if there is a problem with the speed at which calls are answered so that corrective action can be taken if needed,” ISI notes.
The directory has been enhanced so users can import up to five user-definable fields from Cisco and to allow a range of extensions to be added at an organization level with one action. These are both great time savers, ISI notes.
Edited by Maurice Nagle