CA ACD Reports Module Training Presentation

Report
Training Presentation
Poltys CA
ACD Reports Module
Benefits
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
TDE, NCP and NS1000 series PBX
ACD Reports Module – Presentation Content
Overview
Features
Section 1
OVERVIEW
Overview
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
TDE, NCP and NS1000 series PBX
Use Case – PBX Mode
ed Pay
messa
ge
No
Answ
er –
Retry
CA Client
later
Inbound/Outbound
Inbound/Outbound/Intercom
Agent
Customers
Agent
Customers
CA + NCP/TDE/NS1000
Supervisor
Call Every
Entry in
the List
Call
answ
ered Pay
messa
ge
No
CA Client
Answ
er –
Retry
later
Group and
Agent Status
Reports
Call Every Entry in the List
Customers
Call answered - Pay message
No Answer – Retry later
+
Hourly/Daily/
Monthly/
Custom Dates
Export
PDF/CSV/XCEL
Print
CA Supervisor + ACD Reports Module
Use Case – CA Server
ed Pay
messa
ge
No
Answ
er –
Retry
CA Client
later
Inbound/Outbound
Inbound/Outbound/Intercom
Agent
Customers
NCP/TDE/NS1000
Agent
Customers
CA Server
Supervisor
Call Every
Entry in
the List
Call
answ
ered Pay
messa
ge
No
CA Client
Answ
er –
Retry
later
Group and Agent
Status Reports
Call Every Entry in the List
Customers
Call answered - Pay message
No Answer – Retry later
+
Hourly/Daily/
Monthly/Custom
Dates
Export
PDF/CSV/XCEL
Print
CA Supervisor + ACD Reports Module
Section 2
FEATURES
Starting the ACD Reports Module
ACD Reports Module is launched by clicking on the “ACD Report” button in CA Supervisor
2. Click on “ACD
Reports” button
1. Click on “ACD
Report” button
NOTES
If PC is closed data will not be collected
If supervisor changes group, collected data will not be usable any more
ACD Reports Module GUI Language
ACD Reports Module lets the customer to select his/ her GUI language of choice.
1. Click on “File”
menu option
2. Select
“Language”
menu option
3. Click on dropdown list button
4. Select language
5. Click on “OK”
button and restart
application
ACD Reports Module Reports
Group Report – Report based on Group Counters
Agent Status Report – Report based on Agent Status Counters
1. Click on
“Report” menu
option
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 (Wrapup)
Note: ACD Reports Module works only if CA Supervisor is supervisor only for one ICD Group.
ACD Reports Module Filter
Filters – Adds additional filtering criteria to be applied to the report generation
1. Click on “Filter”
menu option
2. Select the time
range the data will
be filtered by
EXAMPLE
Agent Status Report – For each Agent:
Select Filter
“This Month”
Select Report
“Agent Status”
•
•
•
•
•
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
ACD Reports Module Group By
Group By – How the information in the report will be grouped
1. Click on “Group
By” menu option.
2. Select the time
range the data will
be grouped by.
Agent Status Report – For each Agent:
EXAMPLE
•
•
Select Filter
“Yesterday”
and Group By
“Hour”
Select Report
“Agent Status”
•
•
•
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 Export
ACD Reports Module reports can be exported in PDF, XLS and CSV formats
1. Click on “Export”
menu option
3. Click on “OK”
button
2. Select the file
format the report
data will exported
to
5. Click on “Save”
button
4. Enter file name
ACD Reports Module Print
ACD Reports Module Printing
• Quick Print – Prints the report to the default installed printer
• Print – Opens the standard printer selection/properties menu
1. Click on “Print”
menu option
2. You can either
“Quick Print” or
“Print” the current
report

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