Real Time ACD Package

DIGITAL COMMUNICATIONS PLATFORMDigital Communications Platform

Automatic Call Distribution (ACD)

Who Needs It?

Every Company!

• Customer Service

• Accounts Receivable

• Order Entry

• Sales

• Help Desk

• Technical Support

Millennium + Real Time ACD

• Makes the idea of call center capabilities realistic and cost-effective for small to mid-size businesses

• Results in:• Greater Productivity

• Better utilization of employee time and network facilities

• Improved customer service

• Higher sales revenues

Millennium Real Time ACD

• Real time agent and group info

• Historical charts and reports

• Customized screen presentation

• Windows 98/NT/2000 application

• Interfaces with the Millennium through a 30-button phone with a data adapter via the ISDN API

Millennium Real Time ACD

• Monitors up to four ACD groups at one time

• Provides real-time information critical to managing your call centers

• Supervisors can react to changing conditions by monitoring status displays

• Simple menu-driven routines and plain language terminology helps supervisors work more efficiently and reduces costly training time

• Simultaneously View Multiple Real-time Screens• Customize Screen Layout

Agent Activity View

• Real time agent status information• Cells change color based on agent state• Cell frames change colors based on alarm thresholds

Agent Activity View

• With a mouse click, supervisors can monitor an agent, remotely logon and logoff the agent, help with specific problem callers or view the agent’s picture.

Agent Performance Report

• Real-time calculations are based on the number of agents logged in

• Helps identify agents who are not meeting performance goals.

Agent vs. Group Performance

Group Activity View

• Real-time information about the ACD Group• Supervisors can react quickly to changes in the

queue count and increases in average wait times

Device Status

• Monitor and report on device activity• Device = programmable button on the 30-Button Digital

Telephone. For example: - Direct-in Line Button- Trunk Route Button

- Logon Button- Park Zone Button

Real Time ACD Reports Package

• Historical reports, with customized parameters and specified time frames are available in both graphical and text versions

• Monitor average wait times, the number of abandoned calls, individual agent and group performance

• Result: Staffing schedules can be fine-tuned to reflect the precise peaks and valleys in call traffic, as well as differences in time zones

Reports - Agent and Group

• Report Manager allows you to develop and customize management reports

• Simple point-and-click interface makes it easy to tailor reports to your exact needs

Report Scheduler

• Allows you to create a database of reports that can be scheduled for future print out

Group Report

Agent Report

Device Activity Report

Summary Report Device Activity9/21/1998 9:00:00 AM to 9/21/1998 10:30:00 AM

Millennium ACD Manager

Summary BusyCount

Busy Time

Trunk 1 11 27:27Trunk 2 11 19:22Trunk 3 7 25:04Trunk 4 3 22:36Trunk 5 3 26:35Trunk 6 3 22:09Trunk 7 3 22:58Trunk 8 3 23:22Trunk 9 3 22:16Trunk 10 6 20:24Trunk 11 4 1:20Trunk12 4 1:20Totals 61 3:54:53

Real Time ACD Charts

• Bar charts and pie charts can be used to identify problem areas within ACD groups or with an individual agent

• Simple point-and-click interface

Total for Group

Average Agent

Half Hour Trends for Talk Time

Half Hour Trends for DND

Longest Wait Time in Queue by Half Hour

Percentage of Logon Time by Agent

Real Time ACD Key Benefits

• Comprehensive call center statistics

• Quick picture of call center performance

• Helps identify problem areas

• Supervisors can react to changing conditions in real-time by monitoring status displays

• Historical reports help managers determine if agents and resources need to be reallocated

• Assists in determining if service level objectives are being met

Millennium Requirements• Millennium 30-button telephone• 4 x 40 Display• Data Adapter• Release V1.08-008 or later software

Computer Requirements (supplied by customer)• Pentium 166 Mhz or faster processor• 32 MB RAM Memory• Color Super VGA monitor and video card• Windows 98, Windows NT, or Windows 2000• Windows compatible mouse• Serial COM port for the data adapter• Parallel printer port for the security key and/or printer• RS-232 cable for the connection between the data adapter and the PC

Real Time ACD System Requirements

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