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Alignment
Reporting Services |
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| Telecommunications equipment often integrates only at a
physical layer, via T1 or POTS, and there is rarely data
synchronization. Many systems have places to include names, departments,
comments, etc. Some of these fields are vital to the functionality, and
some are convenience fields for the system administrators. After several
dozen changes, these fields can get out of alignment, which can affect
the system's function, administrative burden, billing capabilities, and
overall cost. Alignment reports keep your data synchronized by telling
you exactly where the differences are, so you can fine tune the
configuration and keep your systems optimized. |
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| Items in
one system, but not the other |
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The addition of data to one system often requires
that the same information be added to another.
In a large call center, an agent ID may have to
be configured in the PBX (telephone set, agent
ID, and routing trees), voicemail, IVR, call accounting
system, call logging system, skills-based routing
system, scheduling system, timekeeping system,
and quality monitoring system. After several hundred
moves, adds, and changes, this data can get out
of alignment. These queries show what should be
deleted and what should be added to ensure your
systems are configured properly. |
| Differences
in common data |
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Using the example above, it is possible to have
all items built in each device, but still be out
of alignment. Perhaps a name has changed in one
system, but not another. This may cause later
confusion when supervisors attempt to run reports.
Or perhaps department, skills, or scheduling information
may change for an agent, but not all systems are
modified correctly. These queries show the differences,
highlighting the data that should be modified
so you can bring your systems back into alignment. |
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