P age 2 P age 3 P age 4 callback queuing networked queuing ct control agent desktop custom...
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Callback Queuing
Networked Queuing
CT Control
Agent Desktop
Custom Announce
Web Callback Queuing
Email Queuing
Fax Queuing
Web Chat Queuing Multi-M
ediaMul
ti-M
edia
• Routing Engine• GUI Administrator• Full Reporting Package
• Real-Time Statistics• Built-In Screenpops• Multimedia Display
• Auto-Attendant• Delay / Progress Messages• Caller Query
Integration
IVR Queuing
• Database / Custom Screenpops
• Custom Self-Service Applications
Outdial Queuing• Blended (Power, Preview)
Integration
P age 5
Alison
Phil
Jackie
Bob
Priority:3
Paul
Peter
Alex
Priority: 4
Jenny Bill
Priority: 5
P age 6
Click the Agent
button to log in.
Agents can view or change their Agent
Class and select their delivery medium or
media types.
P age 7
Multiple viewing options are available.
View the status of each agent and the
calls they are taking.
View the details of callers waiting in
queue.
Service levels are
available on a per queue
basis.
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Agents know how long the
caller has waited and
their current talk time.
Various call handling options are available
to the agent.
Other agent-based functions such as Worktime, Break,
Call Wrapup and Agent Alerts are available with Desktop.
CLI, caller name, associated notes & any information keyed in by the caller
while they waited in the queue are screenpopped to the agent as the call
arrives.
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Information about each call can be collected with
manual or forced Wrapup templates presented to the
agent during or after each call.
To enter information during the call select the Wrapup button
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To take a break, just click the
coffee mug button…
Or click the drop-down and select a
reason.
This information is then displayed in
Desktop for all agents and supervisors to
view.
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Agents and Supervisors can view statistics for each agent such as
total calls, abandons,average talk time, occupancy %, etc
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If queued call wait time or agent availability fail to
meet the contact center’s operating parameters, a visual and/or audible alert
is given.
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Delivered to agent
If you would like to leave a Callback message, please press the star key any time during this message.
You are the 3rd caller in line.
Delay Announcement
You are the next call to be answered.
Delay Announcement
Sales Queue
Calls in Queue
30 secs
105 secs
75 secs
If you prefer, you may Fax or Email your orders. Please ask your representative for more details.
You are the 2nd caller in line. We apologize for the delay.
Delay Announcement
Thank you for calling ABC Orders Department.
You are the 4th caller in line.
A representative will be with you shortly.
Delay Announcement
120 secs
120 secs
*
Queue Example
ABC Company
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The template can be custom designed with
information about contact center status, opening hours etc.
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Push Web Page URLs, or
paste pre-set text into the
conversation.
Use the tool bar to Transfer and Save Chat
Sessions.
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Agents can view the details of the email they are responding
to including subject and sender, and whether there is
an attachment. Agents be configured to handle multiple emails if
required.
Display emails waiting for a
response and agents logged into the Email Queue.
Complete agent and queue visibility is available in Agent
Desktop for both Email Queuing solutions
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Email Queuing Desktop Agents can answer and process all Emails in the one application: Agent
Desktop
Details about the caller and the queue
that the email originated from are displayed when the
email is opened.
Agents can process calls from the main Desktop
Active Calls pane or within the Email itself
Show Call answers and then displays
the call in the Desktop Email view
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The template can be custom designed with
information about contact center status, opening hours etc..
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The Web Callback history is displayed.
Customer and contact information is
presented to the agent.
A resolution template is available for completion during or after the
call.
P age 22
Select the type of report you wish to run. Over 200
different types are available.
Use the step by step ‘Wizard’ to build your
Report.
Select the time-frames for the Report using
absolute, relative or custom time-
frames.
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Select the agents or group of agents that you wish to include in
the Report.
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Select the ‘types’ of calls to be included in the Report.
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Select the queues or group of queues to be
included in the Report.
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To export Report information, simply Save As a ‘.csv’ file.
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Nombre del Agente
Estado del Agente
Si el agente tiene
llamada muestra
duración de llamada, si
no únicamente tiempo total de conexión
diaria
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Nombre del
Agente
Llamada Activa
Estado del Agente
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Indicadores
Agente Desconectado
Agente Conectado
Tiempo de Trabajo
Break
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Total de correos
Abandonados
Nivel de Servicio de
Correos
Agentes Conectados
Agentes Disponibles
Agentes en Break
Nivel de Servicio de Llamadas
Total de Llamadas
Abandonadas
Llamada en Cola
Total de Correos en
Cola por segmentó
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P age 34
Encore es un sistema que provee grabación de llamadas de voz y datos y administración del desempeño de los agentes. Con Encore en su contact center usted puede monitorear, registrar, revisar, evaluar, organizar y catalogar las grabaciones de voz y datos en una herramienta simple basada en Windows.
Ningún otro sistema combina tantas funciones como flexibilidad en una solución compacta, robusta y accesible.
La solución de Encore consiste en la grabación de llamadas y adicionalmente:
*Screen Recording integrado con grabación de voz*CenterPlus™ agrega monitoreo integrado, evaluación, reportes, y herraminetas de entrenamiento.*Portfolio™ integra evaluaciones de los agentes y datos para la generación de reportes que informan de la historia real dentro del call center.
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OptionalWeb Server
Data ServiceSource
Database
Disk Array
Encore Data Server
Encore VoIP Recording Server
Recording Engine
Disk Array
VLAN
VoIPNetwork
Card
TCP/IP, LAN/WAN
T1/PRI or Analog
Disk Array
Encore Recording Server
Recording Engine
TelephonyCards
ArchiveDevice
SupervisorsAgents
Screen Recording(optional)
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EJEMPLO DE CONEXION PARA UNA SOLUCION PARA LA GRABACION DE 100 POSICIONES VOIP Y SCREEN RECORDER
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Búsqueda fácil en la localización y reproducción de las grabaciones. El filtro incluye búsqueda por rango de fechas, grabaciones de hoy, de ayer, por duración, por número de caller id, por DNIS, por extensión, por puerto, por Agent Log ID, por el nombre de Agente. Incluso pueden crearse criterios de búsqueda personalizados y salvarlos para uso futuro
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Tarjeta de Evaluación por Agente. Los Supervisores pueden diseñar y modificar las tarjetas de evaluación de clientes para incluir las preguntas y estadísticas sobre lo que desean evaluar a los agentes.
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Reproducción de voz y video sincronizado– Soporta combinación de archivos de audio y video cuando
se salva o se envía por email
– Graba toda la actividad de la pantalla
– Graba los Websites visitados
– Graba las Aplicaciones usadas
– Graba lo typeado
– Graba los Email messages
Evaluación del Agente Integrado Soporta múltiple monitoreo
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Open Discussion
Thank You
Questions?