View
221
Download
3
Category
Tags:
Preview:
Citation preview
Poltys CA ACD Reports Module
Training Presentation
Benefits
TDE, NCP and NS1000 series PBX
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
ACD Reports Module – Presentation Content
Overview Features
OVERVIEWSection 1
Overview
TDE, NCP and NS1000 series PBX
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
Use Case – PBX Mode
CA + NCP/TDE/NS1000
Customers
Customers
Customers
Inbound/Outbound
ed - Pay messageNo Answer – Retry laterAgent CA Client
Call Every Entry in the List
Call answered - Pay messageNo Answer – Retry later
Agent CA Client
Inbound/Outbound/Intercom
CA Supervisor + ACD Reports Module
Call Every Entry in the List
Call answered - Pay messageNo Answer – Retry later
Supervisor
+
Group and Agent Status Reports
Hourly/Daily/ Monthly/ Custom Dates
Export PDF/CSV/XCEL
NCP/TDE/NS1000Customers
Customers
Customers
Inbound/Outbound
ed - Pay messageNo Answer – Retry laterAgent CA Client
Call Every Entry in the List
Call answered - Pay messageNo Answer – Retry later
Agent CA Client
Inbound/Outbound/Intercom
CA Supervisor + ACD Reports Module
Call Every Entry in the List
Call answered - Pay messageNo Answer – Retry later
Supervisor
+
Group and Agent Status Reports
Hourly/Daily/ Monthly/Custom Dates
Export PDF/CSV/XCEL
Use Case – CA Server
CA Server
FEATURESSection 2
ACD Reports Module is launched by clicking on the “ACD Report” button in CA Supervisor
Starting the ACD Reports Module
1. Click on “ACD Report” button
2. Click on “ACD Reports” button
NOTESIf PC is closed data will not be collectedIf supervisor changes group, collected data will not be usable any more
ACD Reports Module lets the customer to select his/ her GUI language of choice.
ACD Reports Module GUI Language
2. Select “Language” menu
option
1. Click on “File” menu option
4. Select language
5. Click on “OK” button and restart
application
3. Click on drop-down list button
Group Report – Report based on Group CountersAgent Status Report – Report based on Agent Status Counters
Note: ACD Reports Module works only if CA Supervisor is supervisor only for one ICD Group.
ACD Reports Module Reports
2. Select the report type to be
generated
Group Report Counters• Total Calls• Lost Calls• Overflows• Average Answer Time• Max Waiting Calls• Max Waiting Time
Agent Status Report Counters• Login Time• Logout Time• Not Ready Time (Break)• Busy Time• Working After Call Time (Wrap-
up)
1. Click on “Report” menu
option
ACD Reports Module Filter
2. Select the time range the data will
be filtered by
1. Click on “Filter” menu option
Filters – Adds additional filtering criteria to be applied to the report generation
Select Filter “This Month”
Select Report “Agent Status”
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
Group By – How the information in the report will be grouped
ACD Reports Module Group By
2. Select the time range the data will
be grouped by.
1. Click on “Group By” menu option.
Select Filter “Yesterday”
and Group By “Hour”
Select Report “Agent Status”
EXAMPLEAgent 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
ACD Reports Module reports can be exported in PDF, XLS and CSV formats
ACD Reports Module Export
2. Select the file format the report
data will exported to
1. Click on “Export” menu option
3. Click on “OK” button
4. Enter file name
5. Click on “Save” button
ACD Reports Module Printing• Quick Print – Prints the report to the default installed printer • Print – Opens the standard printer selection/properties menu
ACD Reports Module Print
2. You can either “Quick Print” or
“Print” the current report
1. Click on “Print” menu option
Thank You
Recommended