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Poltys CA ACD Reports Module

Training Presentation. Poltys CA ACD Reports Module. Benefits. Customer Adds historical reporting to CA Supervisor Improve Call Center Performance Measure Service Level Objectives Measure Agent Performance Improve Customer Experience

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Poltys CA ACD Reports Module

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  1. Training Presentation Poltys CA ACD Reports Module

  2. Benefits • Customer • Adds historical reporting to CA Supervisor • Improve Call Center Performance • Measure Service Level Objectives • Measure Agent Performance • Improve Customer Experience • Monitor Simultaneously System, ACD Groups, ACD Extensions, CO Trunks • Dealer • Increase Sales Into • Help Desk type business ( Customer Support, Sales, Telemarketing, Political Surveys, etc.) • Sales Company • Increase Sales into Help Desk type business TDE, NCP and NS1000 series PBX

  3. ACD Reports Module – Presentation Content Overview Features

  4. Section 1 Overview

  5. Overview • Add-on to the CA Supervisor • Multi Language GUI • Reports • Group • Agent Status • Data Filter • By Date (today, yesterday, week, month, custom date range) • By Agent Status • Group By Time Range (Today, Yesterday, Month, Day in Month) • Export Report (PDF/XLS/CSV) • Print Reports TDE, NCP and NS1000 series PBX

  6. ed - Pay message No Answer – Retry later Call Every Entry in the List Call answered - Pay message No Answer – Retry later Inbound/Outbound Inbound/Outbound/Intercom CA Client CA Client Agent Agent Customers Use Case – PBX Mode CA + NCP/TDE/NS1000 Customers Supervisor Call Every Entry in the List Call answered - Pay message No Answer – Retry later Group and Agent Status Reports Hourly/Daily/ Monthly/ Custom Dates Export PDF/CSV/XCEL Print + Customers CA Supervisor + ACD Reports Module

  7. ed - Pay message No Answer – Retry later Call Every Entry in the List Call answered - Pay message No Answer – Retry later Inbound/Outbound Inbound/Outbound/Intercom CA Client CA Client Agent Agent Customers NCP/TDE/NS1000 Use Case – CA Server Customers CA Server Supervisor Call Every Entry in the List Call answered - Pay message No Answer – Retry later Group and Agent Status Reports Hourly/Daily/ Monthly/Custom Dates Export PDF/CSV/XCEL Print + Customers CA Supervisor + ACD Reports Module

  8. Section 2 Features

  9. Starting the ACD Reports Module • ACD Reports Module is launched by clicking on the “ACD Report” button in CA Supervisor 2. Click on “ACD Reports” button 1. Click on “ACD Report” button NOTES If PC is closed data will not be collected If supervisor changes group, collected data will not be usable any more

  10. ACD Reports Module GUI Language • ACD Reports Module lets the customer to select his/ her GUI language of choice. 1. Click on “File” menu option 2. Select “Language” menu option 3. Click on drop-down list button 4. Select language 5. Click on “OK” button and restart application

  11. ACD Reports Module Reports • Group Report – Report based on Group Counters • Agent Status Report – Report based on Agent Status Counters • Note: ACD Reports Module works only if CA Supervisor is supervisor only for one ICD Group. 1. Click on “Report” menu option • Group Report Counters • Total Calls • Lost Calls • Overflows • Average Answer Time • Max Waiting Calls • Max Waiting Time 2. Select the report type to be generated • Agent Status Report Counters • Login Time • Logout Time • Not Ready Time (Break) • Busy Time • Working After Call Time (Wrap-up)

  12. ACD Reports Module Filter • Filters – Adds additional filtering criteria to be applied to the report generation 1. Click on “Filter” menu option 2. Select the time range the data will be filtered by EXAMPLE • Agent Status Report – For each Agent: • Login Time for this month • Logout Time for this month • Not Ready Time (Break) – for this month • Busy Time – for this month • Working After Call Time (Wrap-up) for this month Select Filter “This Month” Select Report “Agent Status”

  13. ACD Reports Module Group By • Group By – How the information in the report will be grouped 1. Click on “Group By” menu option. 2. Select the time range the data will be grouped by. • Agent Status Report – For each Agent: • Login Time for yesterday divided in one hour subgroups • Logout Time for yesterday divided in one hour subgroups • Not Ready Time (Break) – for yesterday divided in one hour subgroups • Busy Time – for yesterday divided in one hour subgroups • Working After Call Time (Wrap-up) for yesterday divided in one hour subgroups EXAMPLE Select Filter “Yesterday” and Group By “Hour” Select Report “Agent Status”

  14. ACD Reports Module Export • ACD Reports Module reports can be exported in PDF, XLS and CSV formats 1. Click on “Export” menu option 3. Click on “OK” button 2. Select the file format the report data will exported to 5. Click on “Save” button 4. Enter file name

  15. ACD Reports Module Print • ACD Reports Module Printing • Quick Print – Prints the report to the default installed printer • Print – Opens the standard printer selection/properties menu 1. Click on “Print” menu option 2. You can either “Quick Print” or “Print” the current report

  16. Thank You

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