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SV8100 InACD Overview

SV8100 InACD Overview. July 2006. InACD Snapshot. Native Automatic Call Distribution Activated via License from SV8100 CPU Program through the SV8100 MIS software package required for Reports and Real Time Screens Monitor and Agent Client licenses Any SV8100 terminals can be used:

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SV8100 InACD Overview

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  1. SV8100InACD Overview July 2006

  2. InACD Snapshot • Native Automatic Call Distribution • Activated via License from SV8100 CPU • Program through the SV8100 • MIS software package required for Reports and Real Time Screens • Monitor and Agent Client licenses • Any SV8100 terminals can be used: • Digital DT300 Series (Display & Non Display) • DT700 Series IP Terminals (Display & Non Display) • SP310 Soft phones • Single Line Analog Phones

  3. Capacities • 512 agents • 64 ACD groups • 64 Supervisors • 1 System Supervisor • MIS Capacities • 5 Real Time Monitor Licenses (1 Included with MIS) • Agent Client Licenses for RTD (3 Included)

  4. Delay Announcements • Delay Announcement Options • VRS (up to 16 Ports / shared with InMail) • 2 Delay Announcements per group • 48 per system + Standard Messages • 8 simultaneous callers • All callers hear announcement from beginning • PGD (Paging Door Phone Adapter) Option • Provides connection to external message source • Less robust, but less costly • Callers hear announcements in progress • Up to 48 adapters per system • One ESI port per connection/two connections per adapter • InMail • Uses any of the 16 available Master Mailboxes

  5. InACD MIS • MIS Software • Windows-based software programs • Monitors call activity • Displays both real-time data and historical reports • Agent Performance • Call Traffic • Queue/ Group Statistics List of available operations based on what is defined or being modified Items that are defined for this element show up here Select elements of call center to manage

  6. InACD Features • Incoming Call Routing & Call Queuing • Incoming Call Routing • Incoming trunk calls routed automatically to specific ACD Groups • Incoming calls queue for busy ACD groups • Queue Status Displays • Number of calls queued • Longest trunk in queue and length of time waiting • Set Following conditions for each ACD Group • Number of trunks that can wait in queue before Queue Status Display occurs • How often the time in queue display reoccurs • If the supervisor should hear a Queue Alarm whenever the time in queue reoccurs

  7. InACD Features • Overflow with Announcements • 1st Announcement – Greeting • 2nd Announcement – Delay • Overflow • Another ACD Group with “Look Back” Routing • Voice Mail • Non-ACD Extension (Ring Group) • Off-Premise • Queue Depth Announcement • Requires Voice Response System (VRS Compact Flash) • Reporting on Overflow

  8. InACD Features • Wrap-Up Timer • Automatic wrap/work mode timer • Rest/Off Duty Mode • Automatic Rest/Off Duty Mode for SLTs (replaces break mode) • Temporarily log out an agent • Automatically when no answer condition encountered • Manually set by an agent when leaving their desk during normal working hours • Headset Operation With Automatic Answer • Use a headset for privacy and convenience • Answer calls automatically

  9. InACD Features • Agent Log In and Log Out Services • Login status displayed on agent LCD • Normal Agent log in procedure allows agent to log into one Group at a time • Agent Identity Code (AIC) allows agent to log into multiple ACD Groups • Emergency Call • Allows an agent to request assistance on a call from their group supervisor • Telephone Display Statistics • Manually display queue information by pressing a one touch button • Automatically display queue information when programmed thresholds are exceeded

  10. InACD Features • Enhanced DSS Operation • Supervisor can use the DSS Console to monitor the status of the Agents within a group • Provides agent status based on flash rate of console key • Hotline Key • Provides the “normal” Busy Lamp Field (BLF) for co-workers and a unique BLF for ACD Agents • Gives a department manager monitoring capabilities without having to become a supervisor with a DSS Console • Provides one-button calling and transfer between Hotline partners

  11. InACD MIS Features • Agent Client License • Real-time Display (RTD) • Provides queue information and agent information to the desktop without the addition of a wallboard • Text Message • Send a text message to an agent or a group of agents Status window indicates what ACD state the agent is in and for how long Ticker style display keeps the agent abreast of call center activity and in touch with Supervisors and other agents with text messages Pull down menu provides easy access to common ACD functions

  12. InACD MIS Features Graphs: • Queue Monitor Graph • Queue Performance Graph • Queue Summary Graph • Queue Summary by Hour Graph Tables: • Agent State • Agent Summary • Queue Monitor • Queue Summary • Call Center Monitor • Call Center Summary • Supervisor Monitor Display Options

  13. InACD MIS Supervisor Monitor • Supervisor Monitor Main/Selection Screen Set Thresholds Choose display options

  14. InACD MIS Supervisor Monitor Choose from available real-time graphs Choose the Agents to display Overall call center summary Pick the Queues to monitor

  15. InACD MIS Reports • Agent Time Management • Agent Performance Summary • Agent Traffic by Hour • Agent Call Summary • Agent Login/Break Timeline • Group Call Summary • Group Call Summary by Hour • Group Call Summary by Day • Group Call Traffic • Group Call Traffic by Hour • Group Call Traffic by Day • Abandoned Calls • Abandoned Calls by Hour • Abandoned Calls by Day • Group Service Level • Group Service Level by Hour • Group Service Level by Day • Call Detail by Queue • Individual Call Detail • Reports

  16. InACD MIS Report Set Up • Reports Screen Available Operations for Selected Category SV8100 Available Reports for Selected Category Select Category

  17. InACD Report Samples • Choose Text or Graph for Summary Reports Agent Report Queue Report

  18. Sample Report – Agent States

  19. Sample Report – Agent Performance

  20. Sample Report – Agent Traffic

  21. Sample Report – Agent Calls • Summary and Detail

  22. Sample Report – Agent Login Report

  23. Sample Report – Call Summary by Queue

  24. Sample Report – Traffic by Queue • Hourly and Daily

  25. Sample Report – Service Level by Queue • Hourly and Daily

  26. Sample Report – Detail by Queue

  27. Sample Report – Abandoned • Hourly & Daily

  28. ACD MIS Admin GUI for Setup

  29. SV8100- ACD Components • System License for ACD Routing: • 670709 LK-SYS-ACD-LIC $850.00 MSRP • MIS Package License (Includes 1 Sup Monitor and 3 Agent RTD): • 670812 LKS-ACDMIS-BASIC-LIC $1,200.00 MSRP • CD with Software: • 670830 AK SYSTEM PC APP CD $50.00 MSRP • Choice of VRS or PGD (external) Delay Announce Options  • Additional Monitor License (up to 5 total – Optional): • 670813 LKS-ACDMIS-ADDMON-LIC $450.00 MSRP • Additional Agent Real Time Display Licenses (3 included, 5 in each license – Optional): • 670814 LKS-ACDMIS-AGENT-LIC $450.00 MSRP

  30. PC & Server Minimum Requirements • ACD MIS Server • Pentium class machine with 500MHz processor • 256MB RAM • 250 MB available disk space (38 MB additional if .NET framework is not installed) • Windows 2000 or XP Professional • Network Adapter for connecting to the SV8100 CPU board via the LAN • CD-ROM Drive • Mouse • Printer (optional) NEC strongly suggests running the server on a dedicated PC

  31. PC Minimum Requirements • ACD MIS Admin, Monitor, & Reports • Pentium class machine with 500MHz processor • 256MB RAM • 12 MB available disk space (38 MB additional if .NET framework is not installed) • Windows 2000 or XP Professional • Network Adapter for connecting to the ACD MIS Server via the LAN • CD-ROM Drive • Mouse • ACD MIS Agent Client • Pentium class machine with 500MHz processor • 256MB RAM • 1 MB available disk space (38 MB additional if .NET framework is not installed) • Windows 98, ME, 2000, or XP Professional • Network Adapter for connecting to the ACD MIS Server via the LAN • CD-ROM Drive • Mouse

  32. Call Center Selections Select Call Center Tab for embedded ACD Activate ACD Select MIS Software includes 1 Monitor & 3 Agent Client Licenses Add up to 4 more Monitor Licenses Add Agent Client Licenses in groups of 5… up to a total of 512 can be configured in a single system Go to UCB Tab for alternative Contact Center solution VRS compact flash (Misc/Options) or PGD2 (Add’l Hardware) required to provide Delay Announcements

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