HiPath ProCenter Manager
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HiPath ProCenter Manager
Manager Features and Benefits
Administration Center
Broadcast Center
Report Center
Design Center
Telephony Center
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Manager Desktop
Unified, visual management tools
Best-of-breed, workflow-style
routing designer
Flexible, visual reporting
Powerful yet simplified “point
and click” capabilities
A consolidated, intuitive user interface
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Manager Features
Administration Center – Define and administer Users, Groups and Devices
Broadcast Center – Define and administer Wallboard and Broadcaster views
Report Center – Create and view Real-Time, Cumulative and Historical Reports
Design Center – Create Routing Strategies and Queue Processing Flows by media
Telephony Center – Synchronize with Telephony Platform and Device Resources
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Supervisors and business users can make administrative and design changes on-the-fly with intuitive configuration tools
Unique graphical Design Center with visual, workflow-style tools provides an easy to use, single point of design for queues and flows across media
Robust graphical Reporting Engine with customizable views including trend analysis for improved decision making and operational efficiency
Manager Benefits
Administration CenterDefine and Administer Users, Groups, Queues and Devices
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Administration Center
Truly unified desktop for all system administration functions, with changes “on-the-fly”
Define and administer users, skills and contact handling preferences
Ability to “mass update” multiple user profiles
Profiles and Permissions model for management productivity with flexibility
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Users Profiles Groups Skills Departments Work
Reasons
Unavailable
Reasons Wrap-up
Reasons Servers Notifications Wallboards
Define and administer:
Administration Center
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Central administration point for all user-related configuration: Permissions assigned based on
profiles or individual access rights by media
Users can belong to multiple groups (groups-based routing) or virtual groups (skills-based routing)
Personal performance targets Team lists are configured for use in
the agent client desktop application
Administering Users
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Using Profiles managers can easily group user access permissions by media
Custom profiles can be created to meet specific requirements
Users can be assigned none, one, or multiple profiles
Individual user permissions can be edited within user profiles
Managing Profiles
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Groups contain users with
similar capabilities or call
handling responsibilities Group-based routing
matches a call with the best
group of eligible users Each user can belong to up
to 10 groups HiPath ProCenter Agile and
Enterprise support Groups-
Based Routing
Groups Assignment for Groups-Based Routing
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Skills Administration for Skills-Based Routing
HiPath ProCenter Enterprise supports Skills-Based Routing
If Skills-Based Routing is licensed and activated, the Manager interface will update and show Skills and Virtual Groups
Seamlessly upgrade Groups to Skills and Virtual Groups
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Administration of Virtual Groups
Virtual Groups represent a composite of skill requirements and skill levels needed to handle a contact type
Skill expressions provide flexibility when building Virtual Groups
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Administrating Skills and Skill Levels
Skills-based routing can be activated with or without Skill Levels and preferences
Activating Skill Levels results in Skill Levels appearing on the Resume tab
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Work Reasons – provided in the client desktop for selection when changing to Work state
Wrap-up Reasons – provided in the client desktop for identifying subject matter or outcome when wrapping up a contact
Administrating Unavailable, Work, and Wrap-up Reasons
Unavailable Reasons – provided in the Agent or Associate desktop for selection when changing to Unavailable state
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Notifications – pager and email alerts based on status of system servers
Servers – configuration of server names and port numbers, as well as any auxiliary Real-time servers
Administrating Departments, Notifications, and Servers
Departments – definition of departmental groupings for use in reporting
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Features Powerful, yet simplified interface for
administrative functions Pre-built, editable user profiles and related
permissions Setup user, group and department associations
Benefits Management productivity and streamlined initial
system setup Supervisors and managers can make
administrative changes “on-the-fly” with intuitive
point-and-click tools
Administration Center – Features and Benefits Summary
Broadcast CenterDefine and Administer Wallboards and Broadcaster Views
Calls in Queue for Customer Service = 10Agents Available in Group Customer Service = 8
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Broadcast Center
Easy point-and-click setup for defining rules-based wallboard and Agent Broadcaster “ticker tape” output
Send real-time statistics and performance data for all media directly to user desktops, client-connected plasma displays or wallboards
Configure rules-based thresholds to alert agents of changes in important operational conditions
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Native support for IP wallboards, and for serial boards via an external converter
Integrated support for nine Spectrum wallboard models supported “out of the box” – additional custom types can be defined
Once wallboards are defined they are available to receive views
Defining Wallboards
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Customizable Views display information such as supervisor messages, and key performance statistics for Voice, Email, Web and Callback
Configurable thresholds influence visual display characteristics Distributions are groups of users or wallboards to which Views are
assigned
Creating Views and Distributions
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Easy point-and-click setup for rules-based Wallboard and Broadcaster “ticker tape” output
Thresholds and alarms for Group, Queue, and User based statistics
Alert users by changing text color, font, bolding, italic, underline, and flashing
Configurable Broadcaster font size and background color
Creating Wallboard and Broadcaster Views
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Features Real-time statistics and performance data directly to user
desktops, wallboards or client connected plasma screens Configurable rules-based thresholds
Benefits Allows users to focus on desktop for operational statistics or
performance feedback Exception conditions highlighted to users via threshold alerts
and notifications
Calls in Queue for Customer Service = 10Agents Available in Group Customer Service = 8
Broadcast Center – Features and Benefits Summary
Design CenterCreate Routing Strategies, Call and Queue Processing Flows
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Manager Application - Design Center
Fully integrated into HiPath ProCenter Manager desktop with intuitive, workflow-style design tool for multimedia routing strategies
Easy-to-use single point of design for all routing strategies, self service applications, and queue processing flows
Visual definition of multi-site networking workflows
Library of configurable, reusable routing and queue processing components
Routing strategy and queue processing flows are checked and validated for completeness in real-time
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Design Center for Multimedia Routing
Voice Outbound/CallbackEmail Web Collaboration
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Design Center - Voice Routing
Conditional and data directed routing strategies assign caller to the most appropriate queue
Contacts wait in a queue until handled by an agent
Contacts can overflow to subsequent group or virtual skills group based on elapsed time in queue
Easily integrate Call Director IVR components within a voice routing workflow
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Design Center - Email Routing
Easy-to-use single point of routing design for all routing strategies and email processing flows
Email subject and body text automatically analyzed and categorized by subject matter
Conditional and data directed routing strategies assigns email to the most
appropriate queue Configurable, reusable
email components used to build flows
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Design Center - Web Collaboration
Web Collaboration requests are categorized and routed by web page origin, customer inputted data, language or external database look-up
Offers configurable, reusable components to ease the definition of routing and queue processing strategies, such as
Schedules for Time of Day / Day of Week routing
Auto-push Messages and Performance Messages
Auto-push Web pages (via URL)
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Design Center - Outbound/Callback
Agents can create scheduled callbacks through the Agent desktop
Callbacks are routed according to schedule, groups and virtual groups
Abandoned in queue calls can be salvaged via automatic Callback creation
Optional outbound import list provides the ability to automatically import lists and schedule them in the Callback server for execution
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Design Center - Call Director
Fully integrated IVR in Design Center workflow
Auto-answer, greetings, intelligent messages and announcements
Menus and caller navigation ‘automated pre-routing’
Digit collection and related screen popfor Agent or 3rd party application (e.g. Microsoft CRM)
External database ODBC read and write access via workflow for basic self-service transactions
Dynamic, multi-formatNumbers-to-Speech playback
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Design Center - Multisite Networking
Design Center’s multi-site networking can unify up to 5 networked sites
Networking performance criteria are based on both queue and site performance
Execute different networking strategies based on multiple criteria, such as time of day/day of week, service levels, or other conditional criteria
Ability to dynamically change the networking flow based on changing business needs
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Design Center - Microsoft CRM Screen Pop
Easy to implement screen pop functionality using a fully integrated component in Design Center
Identify and retrieve customer record based on ANI (Caller ID) or collected data (Inputted digits)
Customer file screen pop pushed to agent desktop synchronized with each incoming call
Microsoft CRM screen pop integration feature is included at no extra charge
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Design Center - Custom Function
Custom Function component enables execution of external applications (COM, DLL) to influence routing strategy or invoke external application process
Usage Example:
an external application is invoked to perform automatic purchase history calculation from a sales orders database
the values of this calculation are returned to the HiPath ProCenter workflow
callers who made the most purchases in the last 12 months are enqueued with high priority
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Features
Design your routing strategies with visual “workflow” tool across all media
Easily make routing changes “on-the-fly” as required Build intelligence into your contact handling strategy
Conditional routing
Data-directed routing
Relationship based routing Integration feature with Microsoft CRM included
at no extra cost
Benefits
Improved management productivity Design routing to meet your customer satisfaction goals No special technical or scripting skills required
Design Center – Features and Benefits Summary
Report CenterCreate and View Real-time, Cumulative and Historical Reports
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Report Center
Robust graphical Report Center with customizable views
Integrated real-time, cumulative and historical reports for all media (voice, email, web and callback)
Trend analysis and projection for improved decision making and operational efficiency
Detailed contact source and agent activity reports on call-by-call basis
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Defining Historical, Cumulative and Real-Time Reports
Define a virtually unlimited number of historical, real-time and cumulative reports
Choose from a comprehensive range of statistical values for blended as well as media specific reports
Use an intuitive point-and-click interface for defining reports
Create thresholds and alerts for key business metrics “on-the-fly”
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Using the Real-time Viewer
Simultaneously view up to four real-time and cumulative reports
Enhance management decision making with a built in analytic model for trend analysis and projection
Automatically updated on screen at configurable refresh intervals
Define audio and visual threshold alerts when operational metrics are exceeded
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Reporting and Monitoring in a Networked Contact Center Environment
HiPath ProCenter Enterprise Provides Real-Time and Cumulative Views for Networked Contact Center Sites: Intuitive point-and-click interface for defining site-level reports Thresholds based on site-level real-time statistics such as Service Level or Estimated
Wait Time, audio and visual alerts and notifications for any or all sites monitored Central Reporting Server provides historical reports for all networked sites
Real-Time Multi-SiteMonitoring
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Report Viewer
Create customizable historical reports in flexible graphical and tabular formats
Output reports for on-screen display, printing, or export to various file formats (Excel, HTML, CSV (Text), PDF)
Use the report scheduler to automatically run or print reports on a daily, weekly or monthly basis
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Activity Reports
Easy-to-use interface for defining and running detailed activity reports
Examine the step-by-step chronological progression of any incoming contact
Report on detailed progress of scheduled callbacks, email, web interaction, or incoming voice calls
Search and view contact details by User or by Source for a specified time period
Definable time windows, collapsible data views
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View reports on screen or print
Export reports to a variety of formats:
Microsoft ExcelWeb Page (HTML)CSV (Comma Delimited)Adobe Acrobat Portable Document Format (.PDF)
Specify print or export options, such as:
Page orientationReport headers and footersColors and bordersPredefined report styles
Report Presentation and Export
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Features
Fully integrated graphical and tabular report center Powerful, flexible, intuitive interface designed for the business user Easily customized real-time views with trend analysis Specify multiple views for fast and easy access
Benefits
Powerful decision making and monitoring tools for operation efficiency and planning
Spot trends and respond before customer service problems arise No need for external report writer or to engage Professional
Services for custom reports
Report Center – Features an Benefits Summary
Telephony CenterSynchronize with Telephony Platform and Device Resources
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Simplifies synchronization of telephony
platform and HiPath ProCenter Agile and
Enterprise configurations
Reduces duplicate telephony platform and
system configuration tasks
Logs configuration errors and omissions
Configuration Synchronization
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Recognizes ranges of extensions so they don’t have to be manually entered into the system User extensions: A user extension is configured for users
accessing the client desktop applications Call Director extensions:
Interactive – A port that is used for each call. The port can be used to play messages, or obtain information from the caller.
Announcement (HiPath 3000 only) – A port that is used for many calls. A message can be played using this port to a group of calls. The caller may not interact with the system with an Announcement port.
Extensions
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Features Helps synchronize communication platform and HiPath
ProCenter Agile and Enterprise server resources Automatically detect and identify synchronization errors
or mismatched resources
Benefits Expedited implementation process – up and running
faster Reduce duplicate administration tasks Streamline platform resource maintenance
Telephony Center – Features & Benefits Summary
HiPath ProCenter Manager
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