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

Print

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

Print

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