Compact Contact Center (CCC)

Transcription

1 Compact Contact Center (CCC) IP Office Call Center View Real Time Screens General Screens Alarm Handling BLF (Busy Lamp Field) Details Extension Activity Callback Request Agent Based Screens Group Monitor Agent Group Details Real Time Status Group Status (Percentage) Individual Agent Details Percentage Time in State Individual Group Details Compact Contact Center (CCC) is a pre-packaged suite of modules that runs as a client/server application. The suite of pre-packaged modules consists of Call Center View, CCC Reporter, Wallboard Manager, and PC Wallboard. It is designed to provide a tightly integrated real time and historic reporting package and wallboard support for IP Office. The Compact Contact Center has been designed to allow customers to manage their customer facing department or contact center effectively and improve the service they provide to their customers. The product consists of a set of fully integrated modules sharing a common database with IP Office. The benefit of this approach is that there is a single point of configuration, therefore the system is far easier to use and update than traditional call center management tools while accuracy is assured through the single configuration database held on IP Office. IP Office Compact Contact Center is a highly modular contact center solution catering for all contact center sizes from 2 to 75 agents. The following modules are available as part of the CCC software application: CCC Server Provides one supervisor position, with real-time information view, management by exception, plus historical reports for any aspect of the contact center. Also included are 5 agents, and one full-functionality PC-based wallboard. Up to 73 standard reports can be produced. All users can immediately use a PC-based wallboard to view basic statistics for the whole contact center.

2 CCC Reporter CCC Reporter provides in depth historical reporting on the customer facing department's activity. Report Manager provides standard reports for measuring overall contact center call handling and individual/team performance. Data is retrieved from the database, which provides a source of data limited only by the hard disk space available (SQL only). These standard report templates may be formatted by the user to provide reports daily, weekly, monthly, or any defined time period and by individual, group, or trunk. CCC uses Crystal Reports format, which provides ease of use and thin client operation for reporting. Report Scheduler - Allows reports to be scheduled to run at a specified date and time, or repeated at defined intervals. Supervisors can schedule reports to be delivered to various places within the contact center. Reports can also be delivered to multiple recipients via in the following formats; PDF, CSV, XLS, RTF, RPT and Word format. Reports can even be scheduled for delivery to multiple printers within the network at the same time. Fixed Wallboards Fixed scrolling wallboards enable key statistics and messages to be displayed for everyone in the call center to see. Supervisors can send ad-hoc messages to wallboards to broadcast important information, or to make announcements. Phone Manger Pro: Agent Enabled Provides agents with a PC CTI application where they can log in, join groups, and go into busy status when they are away from their desks for short periods. Provides a lower cost of ownership as proprietary handsets are not required. For IP users, Phone Manager PC Softphone can be used in agent mode as well, without the use of a handset. PC Wallboards PC-based wallboards allow individual agents to see their own individual statistics, those for their group, or for the whole contact center. Agents can customize their view so that information is presented in the way most useful to them. In additional, supervisors can set particular messages to appear on PC Wallboards, as a motivational or informational tool. Additional Supervisor Positions as many as 21 supervisor positions can be purchased in total for CCC. This provides a supervisor with the ability to monitor in real time the service being provided to callers. Report Designer using Crystal Reports Custom Reporting allows the business to create site defined reports, or modify and change standard reports, providing total flexibility in the presentation of traffic and agent information. This capability is aimed at the contact center manager who requires a greater degree of flexibility to allow more informed decisions. Compact Contact Center (CCC) version 5 uses Crystal Reports as its reporting engine. This provides a much simpler experience for the user as now all reports are available over a thin client interface, no longer forcing the installation of large software components on a supervisor s desktop. This change has allowed CCC to modify how custom reports can be presented to a site. Out of the box, all sites with CCC version 5 now have the ability to create 3 custom reports for their business, in effect; the CCC is delivering 3 free custom reports to a small business (requires purchase of Crystal software). For sites that desire to have more than 3 custom reports, a design license (IPO 400 CCC Designer RFA) is required. Call Center View Call Center View provides the customer with the combination of real time service monitoring and resource management, allowing a supervisor to balance and manage their resources (i.e. staffing levels against the traffic levels of incoming calls) and therefore improve customer service and reduce costs. Call Center View contains 18 real time screens showing all aspects of the Contact Center activity. Many traditional management information systems (MIS) rely on a busy supervisor constantly monitoring queues and agents. Avaya have taken the approach that allows Call Center View to do the work and only informs the supervisor when a problem has or is about to occur i.e. exception management and reporting. Alarms may be set on up to 16 parameters per device, ensuring that a

3 supervisor will automatically be informed should an exception occur, thus freeing the supervisor to continue with other, more productive activities. IP Office Call Center View Real Time Screens Trunk Related Screens Trunk Group Monitor Trunk Group Details Queue Based Screens Queue Monitor Individual DDI/DID Details Real Time Status Group Status (Percentage) Individual Trunk Details Wallboard Manager Two types of wallboards are available traditional wall mounted units and PC based wallboards on the agent s PC desktop. Both types of wallboards are managed from Wallboard Manager. Wallboard Manager is a PC based application utilizing a standard PC running Windows 2000 (SP3) and The Wallboard Manager architecture has been designed to be upgradeable as users requirements expand, allowing the same PC hardware platform to be used to support additional CCC modules. Additional wallboard clients may be added and distributed across the LAN allowing additional supervisors access to create and schedule wallboard messages. Traditional Wall Mounted Wallboards CCC supports two physical wallboards (also known as reader boards or display boards); Spectrum (model 3214C, previously known as the 4120C) and the CCM WB/22. Both wallboards are 22 characters, tri-color, and two-line unit each. Up to 16 wallboards may be driven from the wallboard server. The Spectrum wallboard, when purchased as a Master Kit, will provide a communications module for use with the boards, which are then connected in serial. For those using the Wallboard/22, the communications card is shipped with a single cable able to drive the wallboards. Wall Mounted Wallboards are not available in all territories; please check with your Avaya representative for local information. In addition to the physical Spectrum wall-mounted wallboard an IP Office license is required when being used with CCC. This IP Office license supports 4 Spectrum wall-mounted wallboards. If more than 4 wall-mounted wallboards are required additional license keys must be purchased (each license key supports 4 wallboards at a time). A maximum of 16 wall-mounted wallboards can be supported.

4 PC Wallboard The PC Wallboard delivers traditional wallboard functionality to the contact center manager and contact center agent s desktop but with the additional benefit of each agent being able to configure and monitor a personalized view of the contact center via their own PC wallboard. A CCC agent is able to split their PC Wallboard into twenty (20) different variables that allow different measures of groups and agents in real-time. The data that is selected is identical to that of the physical wallboard. Examples of this are; Answered Calls, Longest Call Waiting, Agents logged in, and Lost Calls. The Plasma PC Wallboard allows real time information to be displayed on a large plasma screen or a bank of PC monitors, for example in a reception area. Plasma mode will allow the PC Wallboard to run even though an agent is not logged on. Report Manager and Report Designer The Report Manager provides in depth historical reporting on the customer-facing department s activity. Report Manager provides 73 standard reports for measuring both overall contact center call handling and individual/team performance to enable improved human resource management. These standard report templates may be parameterized by the user (in terms of date range, group, shift etc) to create their own 'management ready' reports. These reports can be scheduled to run at a specified date and time, or repeated at defined intervals. Optionally Custom Reporting allows the business to create site-defined reports, or modify and change standard reports, providing total flexibility in the presentation of traffic and agent information. This capability is aimed at the contact center manager who requires a greater degree of flexibility to allow more informed decisions. Compact Contact Center version 5 now uses Crystal Reports as its reporting engine. This provides a much simpler experience for the user as now all reports are available over a thin client interface, no longer forcing the installation of large software components on a supervisor s desktop. This change has allowed CCC to modify how custom reports can be presented to a site. Out of the box, all sites with CCC version 5 now have the ability to create 3 custom reports for their business, in effect; the CCC is delivering 3 free custom reports to a small business. For sites that desire to have more than 3 custom reports, a design license (IPO 400 CCC Designer RFA) is required. Supervisors can schedule reports to be delivered to various places within the contact center. Reports can be delivered to multiple recipients via in the following formats; PDF, HTML, and REP. Reports can also be scheduled for delivery to multiple printers within the network at the same time. Compact Contact Center Reports Table of Report Manager s 73 Standard Reports Account Code Log by Agent Group (All Media) DDI Summary Account Code Log by Agent Group (Graphical) All Media External Transferred Account Code Account Code Log by Agent Group (Graphical) Incoming DDI Summary

5 Compact Contact Center Reports Table of Report Manager s 73 Standard Reports Account Code Log by Agent Group Incoming Duration Summary (All Media) Account Code Log by DDI (Graphical) Incoming Duration Summary Account Code Log by DDI Incoming Pilot Summary Account Code Log by Pilot (Graphical) Lost Call CLI Account Code Log by Pilot Multi-Media Summary Account Code Log by Target (Graphical) Outgoing Account Code Costing Log (All Media) Account Code Log by Target Outgoing Account Code Log (All Media) Agent Activity Trace Outgoing Account Code Log (Graphical) Agent Activity Outgoing Account Code Log Agent Callback Request Outgoing Most Common Destination by Agent Group Agent Group Busy Status Pilot Call Duration Agent Group Graphical Summary (all calls) Pilot Distribution by Target Agent Group Graphical Summary (All Media) Pilot Distribution Agent Group Graphical Summary Pilot Response AGENT Group Member Call Duration Report (all calls) Pilot Routing Agent Group Member Duration (All Media) Pilot Summary (all calls) Agent Group Member Duration Pilot Summary Agent Group Tabular Summary (all calls) System Summary Agent Group Tabular Summary Target Graphical Summary (All Media) Agent Group Tabular Target Graphical Summary Agent Individual (All Media) Target Member Duration (All Media) Agent Individual Target Member Duration Agent Tabular (All Media) Transfer Call Tracking Detail by Agent Agent Tabular Trunk Group Activity Customer Tracking by Call Identifier Trunk Group Busy Customer Tracking by CLI Trunk Group Call Duration DDI Call Duration Trunk Group Response DDI Distribution by Target Trunk Group Summary DDI Distribution VM Call Flow Monitor by Call Flow Name DDI Response VM Call Flow Monitor by Topic DDI Routing VM Call Flow Monitor DDI Summary (all calls) VM Summary