Horizon Call Centre reporting with Akixi ACD

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1 Horizon Call Centre reporting with Akixi ACD 1

2 Contents Requirements for Akixi ACD Reporting... 3 ACD Reports... 3 ACD Agent List... 3 ACD/DND Activity Log Report... 4 ACD Not Available Code Usage Report... 4 Agent State Management from the Handset... 5 Cisco SPA504G... 5 Polycom VVXs... 5 Agent State Management via Akixi... 6 Wallboards... 7 ACD Not Available Codes... 7 Important Reminders

3 Requirements for Akixi ACD Reporting The following are required to enable Akixi ACD reporting. Akixi both the site and the supervisor(s) should be configured for Akixi 2000 Unavailable Codes - these are separate to the Default Guard time and Unavailable settings and are configured within the Horizon GUI only Handset Soft keys - these should be programmed on compatible Horizon handsets Calls in a queue are typically ordered by wait time by Horizon, with the longest waiting calls prioritised to the top of the queue. Calls can be reordered by a supervisor and calls that were offered to an agent and bounced are always prioritised to the top of the queue. In addition, a call may be transferred by a supervisor or an agent from one call centre to another, in which case the wait time of a call can be preserved by policy. The Akixi ACD reporting provides five status updates for the agent within the Call Queue Group: Sign-In Sign-Out Available Unavailable (with codes) Wrap-Up Akixi will allow Supervisors to allocate which queues to join as well as introduce unavailable codes. ACD Reports The following ACD reports are available in addition to the usual Akixi reporting suite. ACD Agent List ACD/DND Activity Log ACD N/A Code Usage ACD Agent List In the ACD Agent list, you can gather information based on various different ACD statuses as well as having the option for an overview of the groups into which the agent is logged. Add fields: ACD Group Names you can show the groups that the agents are assigned to and you can hover over the column to see the group name. If you wish to add fields in this report, it is advised to choose the fields from the Status Related counts and N/A Code and N/A Description are useful fields to add. 3

4 ACD/DND Activity Log Report This is the change log created from the activity of the agents during the course of that day focusing on ACD and DND status. T ACD Not Available Code Usage Report When running this report in real time, it shows the current status of all the unavailable codes in use. 4

5 Agent State Management from the Handset Cisco SPA504G Login - when the user is not logged in then the login soft key will appear in position 10. If they press this once, they will log in. Logout - Once logged in, then the log out and agents soft keys will appear in positions 11 and 12 respectively. By pressing the agents soft key, the user will be able to his state (Available, Unavailable and Wrap-Up). The users will be able to change the soft keys position through the device customisation page. Polycom VVXs Login - When the user is not logged in the ASignIn soft key will appear in the last position (or first available position) automatically. Press ASignIn to login as an agent 5

6 Logout - If the user is logged in then Unavailable and ASignOut soft keys will appear in the last (or first available) positions Wrap Up - In order to change the agent state on a Polycom VVX device, you have to go to the main menu -> Settings - > Features -> ACD -> Agent State. The soft key positions cannot be altered on the VVX range. Agent State Management via Akixi Agents/supervisors are able to change their status using the call control provided by Akixi. A supervisor can also force the changes to the agents they manage. From the ACD Agent List, there is an option to change the status of an agent, with the option to assign a specific state. This will be company dependent for when a specific unavailable code needs to be selected. After setting your ACD Operation, you can choose to select the Not Available code. This functionality is available discretely for ACD Agents with the "ACD Agent BLF, available with the Akixi Presence option. 6

7 Wallboards The N/A fields when added, here provide a real time count of live status. This is very useful in Call Centre environments and there is an option to include the total time against these statuses. If wrap up time within Horizon is set to make the agent unavailable after a call is completed, this will be indicated on the Wallboard accordingly. ACD Not Available Codes This setting is used to override the default top 10 codes being reported on. By default the ACD Codes report shows the top 10 used codes within Horizon, if however your team uses a different set of codes, you can choose the set of codes you wish to report on. 7

8 Important Reminders Akixi s Advanced Call statistic is incremented whenever a call is offered to an agent within a hunt group or call centre queue but the call is answered by another agent. This will also show in reports of agents are not using their status control correctly. These are referred to as bounced calls in Horizon. If adding an agent into a queue, you can add that device to the Agent(s): filtering option within the Filter tab for reporting purposes. Tip: A strongly recommended alternative to doing this, is to filter the corresponding report using the ACD Hunt Group device self within the Device(s): option. The report automatically displays the members of that hunt group against the report you are creating. This saves you selecting individuals out of a long list. g. This saves you selecting individuals out of a long list. Hover over any of the items to see the description of what is being reported on. 8

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