Oh I'm sure the reporting is better on the new system, the issue was only in the call flow.
I have a call flow diagram of how our current system works, and we've been told that the new system is not capable of matching it.
The deal-breaker was that if a call comes into an ACD group and is assigned to someone that is logged into the group and not busy, the call will continue to ring to that extension until answered. With our current system we set a time limit, and if the rep on our end doesn't pick up, the call is re-routed to the next available rep in the UCD group and the non-answering rep is made unavailable.
Also things like informing the customer of their position in the que, our current system does that, the Vertical does not.
