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MERS - Managed Extension Reporting Service

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The TSA Managed Extension Reporting Service (MERS) provides managers and users alike with periodic call diagnostics and reporting of telephone system usage.

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Diagnostics are delivered via email in dashboard layout.  The email dashboards give managers, at a glance, an overview of end user activity on a monthly basis.

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Visibility of this information allows managers to:
 

  • Understand employee usage of the telephony network
     

  • Understand telephony usage patterns:

    • Busiest Hour for incoming and outgoing calls per day

    • Inbound and Outbound call counts (per week and per month)

    • Alerts or Business Rules applied to every call with email notifications

    • Activity by staff member/extension including count, duration and destination zone

    • Call types by count and duration

    • Calls by Destination

    • A list of unused extensions each month

    • Trunk utilisation graph each month

    • The ability to apply names to your extensions to make the reporting specific within the organisations environment.

 

  • The ability to make decisions based upon your own factual data, rather than data supplied via carrier invoice, or averaged industry trending.

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MERS Monthly Report

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On the first day of each month a report will be delivered to nominated email addresses in the format outlined below showing call activity for the previous month.

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MERS Portal

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Login to the MERS Portal at any time to view your latest call stats.

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Use the MERS Portal to

  • View dashboard graphs

  • Call Summary table

  • Call Detail table

  • Export data tables to XLSX

  • Manage your email alert settings,

  • Set descriptions to each extension, and manage authority codes.

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MERS_Alert_email_example.png

Alerts Emailed to you Daily

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Alerts are business rules applied to every call. 

 

Set parameters for each measured category to trigger an email alert to send to a stored email address (or multiple email addresses).

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The MERS system will deliver email alerts in a summary format outlining each event.  Alert emails are issued once a day.

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  • No Calls Recorded

  • All Lines Busy

  • High Call Time - per call

  • High Call Time - per day

  • High Number of Calls - per day

  • Many Calls to the Same Number

  • Calls To Flagged Numbers.

  • Calls From Flagged Numbers.

  • International Calls.

  • Unanswered Calls.

  • Out of Hours Calls

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