Post on 30-Dec-2015
description
SV8100 InACD Overview
July 2006
NEC Unified Solutions, Inc.
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
NEC Unified Solutions, Inc.
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)
NEC Unified Solutions, Inc.
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
Select elements of call center to manage
List of available operations based on what is defined or being modified
Items that are defined for this element show up here
NEC Unified Solutions, Inc.
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
NEC Unified Solutions, Inc.
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
NEC Unified Solutions, Inc.
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
NEC Unified Solutions, Inc.
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
NEC Unified Solutions, Inc.
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
NEC Unified Solutions, Inc.
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
Pull down menu provides easy access to common ACD functions
Ticker style display keeps the agent abreast of call center activity and in touch with Supervisors and other agents with text messages
Status window indicates what ACD state the agent is in and for how long
NEC Unified Solutions, Inc.
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
NEC Unified Solutions, Inc.
InACD MIS Supervisor Monitor
Supervisor Monitor
Set Thresholds
Choose display options
Main/Selection Screen
NEC Unified Solutions, Inc.
InACD MIS Supervisor Monitor
Choose the Agents to display
Choose from available real-time graphs
Overall call center summary
Pick the Queues to monitor
NEC Unified Solutions, Inc.
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
NEC Unified Solutions, Inc.
InACD MIS Report Set Up
Reports Screen
Select Category
Available Operations for Selected Category
Available Reports for Selected Category
SV8100
NEC Unified Solutions, Inc.
InACD Report Samples
Choose Text or Graph for Summary Reports
Agent Report
Queue Report
NEC Unified Solutions, Inc.
Sample Report – Agent States
NEC Unified Solutions, Inc.
Sample Report – Agent Performance
NEC Unified Solutions, Inc.
Sample Report – Agent Traffic
NEC Unified Solutions, Inc.
Sample Report – Agent Calls
Summary and Detail
NEC Unified Solutions, Inc.
Sample Report – Agent Login Report
NEC Unified Solutions, Inc.
Sample Report – Call Summary by Queue
NEC Unified Solutions, Inc.
Sample Report – Traffic by Queue
Hourly and Daily
NEC Unified Solutions, Inc.
Sample Report – Service Level by Queue
Hourly and Daily
NEC Unified Solutions, Inc.
Sample Report – Detail by Queue
NEC Unified Solutions, Inc.
Sample Report – Abandoned
Hourly & Daily
NEC Unified Solutions, Inc.
ACD MIS Admin
GUI for Setup
NEC Unified Solutions, Inc.
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
NEC Unified Solutions, Inc.
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