Professional Teledata announced that Peter Melton has joined their team as a senior telephony engineer. He brings twenty-eight years of expertise, knowledge, and experience in the telephony arena with him to Professional Teledata. “Peter Melton brings vitality and perspective to this position that fits perfectly with our vision for the future at Professional Teledata,” said Pat Kalik, president of Professional Teledata. “Pete understands what we are all about. His experience and expertise make him the perfect person to join our telephony team where he will continue providing quality and support for our valued customers.”
Professional Teledata added PInnacle Analytics reporting to its PInnacle system. Developed by their technical support department, along with close customer involvement, the reports address many areas, including monitoring key metrics such as payroll validation of agent hours, agent adherence, abandonment rate, average speed of answer, agent utilization, and over- or understaffing.
The reports can be viewed on-screen or exported as PDF or Excel files. PInnacle and PInnacle Freedom customers can download these reports from Professional Teledata’s online forum.
Pat Kalik, president of Professional Teledata, noted, “PInnacle Analytics is an important tool to develop an efficient agent schedule based on past performance.”