SV8100 InACD Overview

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


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)


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


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


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


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


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


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


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


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


InACD MIS Supervisor Monitor

Supervisor Monitor

Set Thresholds

Choose display options

Main/Selection Screen


InACD MIS Supervisor Monitor

Choose the Agents to display

Choose from available real-time graphs

Overall call center summary

Pick the Queues to monitor


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


InACD MIS Report Set Up

Reports Screen

Select Category

Available Operations for Selected Category

Available Reports for Selected Category

SV8100


InACD Report Samples

Choose Text or Graph for Summary Reports

Agent Report

Queue Report


Sample Report – Agent States


Sample Report – Agent Performance


Sample Report – Agent Traffic


Sample Report – Agent Calls

Summary and Detail


Sample Report – Agent Login Report


Sample Report – Call Summary by Queue


Sample Report – Traffic by Queue

Hourly and Daily


Sample Report – Service Level by Queue

Hourly and Daily


Sample Report – Detail by Queue


Sample Report – Abandoned

Hourly & Daily


ACD MIS Admin

GUI for Setup


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


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

SV8100 InACD Overview

Documents

Transcript of SV8100 InACD Overview