Real Time ACD Package DIGITAL COMMUNICATIONS PLATFORM Digital Communications Platform

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Transcript of Real Time ACD Package DIGITAL COMMUNICATIONS PLATFORM Digital Communications Platform

  • Real Time ACD PackageDIGITAL COMMUNICATIONS PLATFORM

  • Automatic Call Distribution (ACD)Who Needs It?

  • Every Company!Customer ServiceAccounts ReceivableOrder EntrySalesHelp DeskTechnical Support

  • Millennium + Real Time ACDMakes the idea of call center capabilities realistic and cost-effective for small to mid-size businessesResults in:Greater ProductivityBetter utilization of employee time and network facilitiesImproved customer serviceHigher sales revenues

  • Millennium Real Time ACDReal time agent and group infoHistorical charts and reportsCustomized screen presentationWindows 98/NT/2000 applicationInterfaces with the Millennium through a 30-button phone with a data adapter via the ISDN API

  • Monitors up to four ACD groups at one timeProvides real-time information critical to managing your call centersSupervisors can react to changing conditions by monitoring status displaysSimple menu-driven routines and plain language terminology helps supervisors work more efficiently and reduces costly training timeMillennium Real Time ACD

  • Simultaneously View Multiple Real-time Screens Customize Screen Layout

  • Agent Activity ViewReal time agent status informationCells change color based on agent stateCell frames change colors based on alarm thresholds

  • Agent Activity ViewWith a mouse click, supervisors can monitor an agent, remotely logon and logoff the agent, help with specific problem callers or view the agents picture.

  • Agent Performance ReportReal-time calculations are based on the number of agents logged inHelps identify agents who are not meeting performance goals.Agent vs. Group Performance

  • Group Activity ViewReal-time information about the ACD GroupSupervisors can react quickly to changes in the queue count and increases in average wait times

  • Device StatusMonitor and report on device activityDevice = programmable button on the 30-Button Digital Telephone. For example: - Direct-in Line Button- Trunk Route Button- Logon Button- Park Zone Button

  • Real Time ACD Reports PackageHistorical reports, with customized parameters and specified time frames are available in both graphical and text versionsMonitor average wait times, the number of abandoned calls, individual agent and group performanceResult: Staffing schedules can be fine-tuned to reflect the precise peaks and valleys in call traffic, as well as differences in time zones

  • Report Manager allows you to develop and customize management reportsSimple point-and-click interface makes it easy to tailor reports to your exact needsReports - Agent and Group

  • Report SchedulerAllows you to create a database of reports that can be scheduled for future print out

  • Group Report

  • Agent Report

  • Device Activity Report

    Summary Report ( Device Activity

    9/21/1998 9:00:00 AM to 9/21/1998 10:30:00 AM

    Millennium ACD Manager

    Summary

    Busy

    Count

    Busy Time

    Trunk 1

    11

    27:27

    Trunk 2

    11

    19:22

    Trunk 3

    7

    25:04

    Trunk 4

    3

    22:36

    Trunk 5

    3

    26:35

    Trunk 6

    3

    22:09

    Trunk 7

    3

    22:58

    Trunk 8

    3

    23:22

    Trunk 9

    3

    22:16

    Trunk 10

    6

    20:24

    Trunk 11

    4

    1:20

    Trunk12

    4

    1:20

    Totals

    61

    3:54:53

  • Real Time ACD ChartsBar charts and pie charts can be used to identify problem areas within ACD groups or with an individual agentSimple point-and-click interface

  • Total for GroupAverage AgentHalf Hour Trends for Talk TimeHalf Hour Trends for DND

  • Longest Wait Time in Queue by Half HourPercentage of Logon Time by Agent

  • Real Time ACD Key BenefitsComprehensive call center statisticsQuick picture of call center performanceHelps identify problem areasSupervisors can react to changing conditions in real-time by monitoring status displaysHistorical reports help managers determine if agents and resources need to be reallocatedAssists in determining if service level objectives are being met

  • Millennium Requirements Millennium 30-button telephone 4 x 40 Display Data Adapter Release V1.08-008 or later software

    Computer Requirements (supplied by customer) Pentium 166 Mhz or faster processor 32 MB RAM Memory Color Super VGA monitor and video card Windows 98, Windows NT, or Windows 2000 Windows compatible mouse Serial COM port for the data adapter Parallel printer port for the security key and/or printer RS-232 cable for the connection between the data adapter and the PCReal Time ACD System Requirements

  • Providing you the latest technologies to create custom state-of-the-art communications solutionswww.eoncc.com