Contact Center. Service Description. Maria Apse Senior Product Manager 2/11/2013

Transcription

1 Cntact Center Service Descriptin Maria Apse Senir Prduct Manager 2/11/2013 This dcument prvides a descriptin f services available fr Cntact Center custmers as well as rates and charges.

2 Cntact Center Service Descriptin Cntents Standard Cntact Center Service Offering...2 Standard License: Per agent...2 Queues...2 IVR (Integrated Vice Respnse r menu)...2 Scheduled Standard Reprts...2 Add-n Features/Licenses...3 Supervisr License...3 Unlimited Media Type License...3 /vice mail Queues...3 University Vice Mail Bx fr Emergency r Event Messages...3 Custm clsure message...3 IVR (Integrated Vice Respnse r menu)...3 Call Direct...3 Custm prject wrk...3 Fee Structure...4 Features and Functinality Overview...5 IC Client Features...5 IC Supervisr Features...6 Cntact Center Reprts...7 Mst Cmmnly Used Reprts...7 Reprts Definitin...8 3/3/15 1

3 Cntact Center Service Descriptin Standard Cntact Center Service Offering Includes: Standard License, Queue, IVR (menu), Standard Reprts, Cntact Center vice mail, Cntact Center (additinal mailbx charges will be incurred per /vice mail address) Standard License: Per agent Web Access t Cntact Center via Citrix List standard features (see list f standard features attached) Agent must have a University Active Directry (ADID) credentials Agent must be present in the GAL/MIDAS Credentials cannt be shared acrss multiple agents per University security plicy Prcessing f tw media types. Includes Cntact Center vice mail and (additinal queuing charges apply). Queues One (1) queue with defined agents Up t 10 simultaneus calls in queue (charges fr additinal call paths may apply) System Music n Hld Standard Recrded Queue Annuncements Daytime Afterhurs Hliday Inclement Weather Winter Recess Salutatin (If requested. Annunces department name befre reaching menu queue) Aut prcessing f calls based n wrkgrup r queue parameters Multi-schedule call prcessing Custm Queue Annuncements (up t 2) Examples Infrmatinal messages played in queue Opt ut f queue t leave a message fr call back Callers psitin in queue Estimated wait time IVR (Integrated Vice Respnse r menu) Custm menu greeting Custm menu with up t ten (10) ptins Calls rute t standard ffice clsed message upn all agent lg ut Custm ffice clsure message (additinal charges apply) Scheduled Standard Reprts Autmatic generatin and distributin f the reprts See attached list f mst cmmnly used standard reprts 3/3/15 2

4 Cntact Center Service Descriptin Add-n Features/Licenses Supervisr License Requires a Standard Agent License Additinal Supervisry Features See Feature and Functinality Overview attached Histrical Reprt generatin Unlimited Media Type License Prcesses Cntact Center vic , plus call back request frm custmer /vice mail Queues Allws vice mails r s t queue University Vice Mail Bx fr Emergency r Event Messages Allws fr a message t be played t all callers befre reaching main menu Uses University vice mail service fr recrding a message Messages are recrded by yur department staff at any time f day r night Requires main number t be frwarded t vice mail befre entering main Cntact Center queue Custm clsure message Nnstandard ffice clsure message Nte: Must have 48 Hurs advanced ntice t insert messages. Requests with less than 48 hur ntice will be charged a $100 expedite fee per IVR. IVR (Integrated Vice Respnse r menu) Custm menu greeting Custm menu with up t ten (10) ptins Calls rute t standard ffice clsed message upn all agent lg ut Custm ffice clsure message (additinal charges apply) Call Direct Custm menu ptin that des nt allw queuing f callers but will allw callers t chse a menu ptin t be directed t the apprpriate extensin. Custm prject wrk Prjects cmpleted by in-huse staff: Billed at standard Telecm Time and Materials rate Prjects cmpleted by vendr: Pricing develped frm statement f wrk. Prices will include bth vendr and standard Time and Materials charges if in-huse staff participatin is als required. 3/3/15 3

5 Cntact Center Service Descriptin Fee Structure 1 Chargeable Item Mnthly Fee Nn-Recurring Fee Initial Installatin Nn-Recurring Fee Pst Initial Installatin Standard Agent License, each $ $ 750 Add-On Services Supervisr Client $ Unlimited Media Type License $ Billable hurly at $95 p/hr, min. charge f 1 hur /vice mail queues (per queue) $ 9.89 $ 95 University Vice Mail Emergency/Events $ 3.06 $ 95 $ 95 New/additinal Wrkgrup Queue Billable hurly at $95 p/hr, est. 10 hurs per queue Billable hurly at $95 p/hr, est. 10 hurs per queue Custm clsure message (each) $ 20 $ 95 $ 95 Additinal IVR (menu) Billable hurly at $95 p/hr, est. 3 hurs per IVR Billable hurly at $95 p/hr, est. 3 hurs per IVR Call Direct $ Billable hurly at $95 p/hr, est 1 hur fr standard applicatin Additinal schedules Included as part f initial installatin Custm prject wrk* $ 95 per hur $ 95 per hur Billable hurly at $95 p/hr, est 1 hur fr standard applicatin Billable hurly at $95 p/hr, min. charge f 1 hur *Price includes wrk perfrmed by Harvard staff. Any prject wrk cmpleted by ur vendr will be billed accrding t a prepared Statement f Wrk prvided by vendr. Csts will be passed thrugh t custmer. Csts will include bth vendr charges and any additinal hurs required by Harvard staff. 1 Sme additinal charges (example: additinal call paths and sftware defined numbers) may apply 3/3/15 4

6 Cntact Center Service Descriptin Features and Functinality Overview IC Client Features Media Prcessing Features and Functinality: Call Pickup (Using Analg, ISDN r Cell) Call Privacy Cach Cnference Calls (n-the-fly) Desktp Alerts fr inbund Interactins Discnnect Drag & Drp Directry Transfers Drag & Drp Respnse Management (Using Pre-Defined Respnses) Hld Jin Active Calls (Barge in) Mnitr Active Calls (Listen In) Mute Transfer Transfer with Cnsult Vic (nt assciated with the University Vic System) Wrkgrup/Queue Alerts (when activated in IC Supervisr) End User Interface Features and Functinality: Access t the University Staff Directry Access t the University Departmental Directry Chat (internal user-t-user) DDE fr 3 rd Party Prgram Integratin (Screen POP) Distinct Ring Tnes (user custmizable) Directry Search Capabilities Extensive Help Library Persnal Recrdings (Agent Greeting, Out-f-Office, etc.) Remte Access frm anywhere (via the Internet) User s Call Histry User Custmizable Interface User Status Management Wrkgrup Directries Wrkgrup/Queue Activatin 3/3/15 5

7 Cntact Center Service Descriptin IC Supervisr Features Media Prcessing Features and Functinality: Nte: Supervisr feature access is an add n t the standard agent client Call Pickup (using Analg, ISDN r Cell) Call Privacy Cach Discnnect Hld Jin Active Calls (Barge in) Mnitr Individual Calls (Listen In) Mnitr Calls in Queue (next call in) Mute Transfer Transfer with Cnsult Wrkgrup/Queue Alerts End User Interface Features and Functinality: Create and Activate Wrkgrup/Queue Alerts Extensive Help Library Remte Access frm anywhere (via the Internet) Supervisr Messages (t individual Users r Wrkgrups) User Custmizable Interface User Status Management User Wrkgrup Activatin Management View Agent Wrkgrups View Individual Agent Queues View Real-Time Wrkgrup/Queue Statistics View Wrkgrup Queues 3/3/15 6

8 Cntact Center Service Descriptin Mst Cmmnly Used Reprts Cntact Center Reprts Daily Agent Availability Detail (Supervisr) Agent Availability Detail Queue Abandn Detail (Graph) Abandned Call Prfile Queue Distributin Detail Distributin Queue Perfrmance (Queue by Date by Interval) Queue Perid Detail (Graph) Prfile f Calls Entering ACD User Detail (Supervisr) User Call Detail Weekly Agent Availability Summary (Supervisr) Agent Availability Summary Agent Queue Perfrmance Agent Perfrmance Summary fr Queue CallerID Detail DNIS Detail Reprt Queue Abandn Summary (Graph) Abandned Call Prfile Queue Distributin Summary Distributin Queue Perfrmance (Queue by Date) Queue Perid Respnse Queue Perid Statistics Respnse Reprt Queue Perid Summary (Graph) Prfile f Calls Entering ACD Queue Perid Statistics Abandn Queue Perid Statistics Abandn Reprt User Summary (Supervisr) User Call Summary 3/3/15 7

9 Cntact Center Service Descriptin Reprts Definitin (Supervisr) Agent Availability Detail Displays a detail f all statuses r states fr a range f users running the reprt fr each day in the given range. The reprt is designed t give a detailed reprt f selected user s status activities. This reprt will shw the states fr each date including the ttal duratin fr each state and the flags fr each state. This reprt shuld be used by a supervisr t review the selected user's activity fr the day. (Supervisr) Agent Availability Summary Displays a summary f all statuses r states fr the selected users running the reprt fr each day in the given range. The reprt is designed t give a summary reprt f the selected user s status activity. This reprt will shw state summaries fr each date including the ttal duratin fr each state and the flags fr each state. This reprt shuld be used by a supervisr t review agents' activity fr the day. Agent Perfrmance Summary fr Queue The agent perfrmance reprts are used t analyze the agents and their interactin activity. The agent perfrmance reprts display the infrmatin with regards t the agent. Displays a summary f agent infrmatin by specified date/time range fr selected agents. The agents can be selected individually r by selected a wrkgrup. This reprt will shw the summary fr each agent withut regards t queue r wrkgrup. This reprt will shw the number f ACD interactins, after call wrk, and nn-acd activity. Activity shwn will be fr agents in the queue range specified, and will nly include queues in the range specified. (Supervisr) User Call Detail Call detail gruped by user. This reprt requires a range f users be supplied when executed. (Supervisr) User Call Summary Summary f daily user call activity. DNIS Detail Reprt Detail Reprt by DNIS including cnnected date, callerid, remte name, remte number, lcal user, statin id, call duratin, number f calls. (Graph) Abandned Call Prfile Cmpares abandned calls by queue acrss the time interval. (Graph) Prfile f Calls Entering ACD Graphical prfile f ACD calls entering queue 3/3/15 8

10 Cntact Center Service Descriptin Distributin Queue Perfrmance (Queue by Date) Shws physical queues that distribute interactins t the agents. The reprt includes average talk time, ttal talk time, average speed f answer, interactins answered, ACW, abandned calls, and three flexible fields that are cnfigurable in IA. Srted by Queue and Date. Distributin Queue Perfrmance (Queue by Date by Interval) Shws physical queues that distribute interactins t the agents. The reprt includes average talk time, ttal talk time, average speed f answer, interactins answered, acw, abandned calls, and three flexible fields that are cnfigurable in IA. Srted by queue and date by interval. Queue Perid Statistics Abandn Reprt Shws number f ACD interactins, number f abandned interactins, and straight percentages n abandned within each service level threshld as determined by Interactin Administratr. Queue Perid Statistics Respnse Reprt Shws number f ACD interactins, number f abandned interactins, and straight percentages n answered within each service level threshld as determined by interactin administratr. 3/3/15 9