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ACD Training on Cisco Telephones

ACD Training on Cisco Telephones. Automatic Call Distribution. Important Differences Then and Now for Agents. Then Made yourself available for calls by pressing the available/unavailable button on Rolm phone Now Must logon to ACD Agent software available on desktop of your pc.

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ACD Training on Cisco Telephones

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  1. ACD Training on Cisco Telephones Automatic Call Distribution

  2. Important Differences Then and Nowfor Agents • Then • Made yourself available for calls by pressing the available/unavailable button on Rolm phone • Now • Must logon to ACD Agent software available on desktop of your pc

  3. Important Differences Then and Nowfor Supervisors • Then • Pressed the Supervisor button to see call queue • Unaware of who was available/unavailable • Now • Login to ACD Agent and Supervisor software available on desktop of your pc • See status of all agents • See calls answered, in queue, abandoned, etc.

  4. If you are an ACD agent and/or supervisor, software will be loaded onto your pc.

  5. Both supervisors and agents must first log into ACD Agent by double-clicking on ACD Agent icon

  6. Enter your network password – your network ID and extension will auto fill

  7. Agent’s screen – after login

  8. Agent screen – not ready

  9. Supervisor’s only - Double-click on Supervisor Icon

  10. Enter your network password – userid autofills

  11. Supervisor Screen • displays • Supervisors logged in • Agents logged in • Current status of each agent • ready • not ready • on a call

  12. Supervisor reports – Agent statistics

  13. Supervisor reports – Agent Call Log

  14. Supervisor – Team ReportsTeam Agent Statistics Report

  15. Supervisor – Team ReportsTeam Skill Statistics Report

  16. Summary and Detailed Reports 27 Different Reports Available • Abandoned Call Detail Activity Report • Agent State Detail Report • Agent Summary Report • Contact Service Queue Activity Report • Detailed Call by Call Report • Traffic Analysis Report Can be run daily, weekly, monthly, etc.

  17. Any questions? Contact Telecommunications Ext. 2076

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