Presentation on theme: "Nortel Contact Center: An Overview"— Presentation transcript:
1 Nortel Contact Center: An Overview Symposium ACDPress F5 to begin presentationClick on your mouse or use the spacebar or arrow keys to advance to the next slide
2 Table of Contents Call Center Concepts How the ACD routes calls Matching calls to AgentsScriptsOverview of SkillsetsLoginReal Time ReportsNavigation & HelpContact Center ManagementAgent SkillingHistorical ReportsAgent PerformanceSkillset PerformanceExample Reports
3 How the ACD routes calls Contact Center ConceptsHow the ACD routes callsCall is received toAutomated AttendantCaller selectsoptionCall is routed by scriptCall Pilot (recordings)Contact Center
4 Matching calls to Agents Contact Center ConceptsMatching calls to AgentsCall is received toAutomated AttendantCaller selectsoptionCall is routed by scriptCall Pilot (recordings)Contact CenterThe ACD routes the calls to a pool of agents.It identifies and connects an incoming call to the first available agent or queue if no agent is availableIt routes the calls to the best qualified agent to handle themBy assigning agents with specific skills to certain skillsets, the calls are presented to the agent with the skills required to meet the caller’s needs
5 Contact Center Concepts ScriptsA script contains instructions that determine the sequence of steps that a call follows once it arrives at the Call Center.Calls can be routed by queuing them to:Specific or multiple skill setsSpecific agentsOther caII center destinationsCall treatmentMusicRecorded announcementsOption to go to voice mailQUEUE TO SKILLSET skill set skWAIT 2 /* Allow time in case an agent is available */GIVE RAN first ranGIVE MUSIC music routeWAIT 10IF NOT OUT OF SERVICE backup_skillset_sk THENQUEUE TO SKILLSET backup_skill set skWAIT 2END IFSECTION WaitLoopWAIT treatment timer gvIF NOT QUEUED THENIF OUT OF SERVICE skillset sk THENELSEIF OUT OF SERVICE backup_skillset sk THENGIVE RAN dayclosed_ranDISCONNECTQUEUE TO SKILLSET backup_skillset skQUEUE TO SKILLSET skillset skGIVE RAN second ranEXECUTE WaitLoopScript Example
6 Overview of skillsets Agent 1 Agent 2 Agent 3 Agent 4 Contact Center ConceptsOverview of skillsetsWhat is a skillset?A skillset is a group of abilities necessary to answer a specific type of call. They are used to match callers with the agents who can best meet their needs. Examples of skillsets:EnglishSpanishAgent 1Agent 2Agent 3Agent 4
7 Contact Center Concepts Overview of skillsetsAs a supervisor, you must ensure that skillsets are serviced adequately by the available agents. To do so, you must ensure that each skillset is staffed by enough qualified agents to handle the call load for that skillset.If two agents are available to answer an incoming call, the call is presented to the agent with the highest priority for the skillset to which the call is queued.Skillset priority is based on the agent’s skill level for a skillsetAn agent with a higher skill level is assigned a higher priorityAn agent with a lower skill level is assigned a lower priorityPriority can range from 1–48If more than one agent has the same priority, it presents the call to the agent with the greatest idle time.
8 Contact Center Concepts ManagementContact Center Manager Administration includes the following:Display the current status of an agent (logged on or logged off) with call detailsAssign a group of agents to a new supervisorView and change agent-to-skillset and agent-to-supervisor assignmentsChoose a priority for agent-to-skillset assignmentsView real-time statistics on agents and skillsetsRun historical reports
9 Contact Center - Manager Symposium Call Center Server provides many reports that you can use to monitor the efficiency of your call center. To access the application:Click on your desktop iconEnter: Your own User IDEnter: PasswordClick: Login
10 Real-Time ReportsReal-Time ReportingAbility to select and update filters from Real Time displays
13 How to Quickly Navigate NavigationHow to Quickly NavigateUse the Launchpad to quickly navigate back to:LaunchpadContact Center ManagementHistorical ReportingScripting (System Administrator function)LogoutHelp:Click on the Help button to quickly answer questions regarding reports, features and function. It includes guides for supervisors and administrators.
14 Help Navigation Pane PDF example of Reporting and Data Dictionary
15 Contact Center Management Click on Contact Center Management
16 Agent Skilling To add an agent to a skillset: Contact Center Management – Agent SkillingAgent SkillingTo add an agent to a skillset:Click on the assigned agent arrowSelect agentRun SearchNavigation bar
17 Agent Skilling To modify an existing agent: Contact Center Management – Agent SkillingAgent SkillingTo modify an existing agent:Select the agent from the navigation bar and the Agent Details screen will appear.
18 Historical Reports Click on: Historical Reports Next Contact Center - Manager – Historical ReportsHistorical ReportsClick on: Historical ReportsNextClick on: Captain CrunchSelect: Public Report TemplatesSelect: Agent Performance
19 Historical Reporting Click on: Captain Crunch Historical reports provide information about the past performance of the call center. Two types of historical reports are available:Summarized historical reports—These reports contain totals accumulated over a period of time (usually 15-minute interval, day, week, or month).Event (or detail) reports—These reports contain detailed information about each event that occurred.Click on: Captain Crunch
20 Historical ReportsAgent PerformanceReports help you to monitor your system performance by providing informationon system activity. You can use reports to:Analyze productivity and efficiencyAssess staffing requirementsIdentify trendsForecastEnhance serviceExample: Agent Performance
21 Report Details Type a name to identify the report Agent PerformanceReport DetailsType a name to identify the reportType comment (if applicable)Use drop down button to select location (everyone in a given group can see the report)Select Private so that only you can see it
22 Selection Criteria (by Supervisor) Agent PerformanceSelection Criteria (by Supervisor)Click on Selection CriteriaSearch by Agents or SupervisorsUse drop down to select appropriate criteria
23 Selected Agents Click individual agents or select all agents Agent PerformanceSelected AgentsClick individual agents or select all agentsClick Search
24 Data Range Click on Data Range Agent PerformanceData RangeClick on Data RangeUse drop down arrow to select data rangeInterval = 15 minutes increments
25 Schedule Apply desired schedule criteria Agent PerformanceScheduleApply desired schedule criteriaOutput Options is offered for anything other than Not Scheduled and allows you to:PrintOutput to a fileSent via
26 Skillset PerformanceSkillset PerformanceClick on the skillset name or select all skillsets
27 Do I have enough agents assigned to each skillset? Report ExamplesDo I have enough agents assigned to each skillset?As a call center supervisor, you must be able to identify skillsets that are underserviced. To do so, use the Skillset Performance report. Look for the following statistics:Skillset Answered - Shows the call volume for the skillset. Skillsets with high call volumes probably need more agents. (You should take into account the average call length for the skillset.)Average Answer Delay - Shows how long, on average, callers waited in the skillset queue. Skillsets with long delays may need additional staffing.Skillset Answered After Thresh - Shows how many calls were answered after the service level threshold for the skillset. Compare this total with your department’s targets. If it is too high, you may need additional staffing.
29 Report ExamplesThis Agent Performance report contains statistics for a particular agent.
30 Using Reports to Identify Problems Which agents need assistance and training?As a call center supervisor, you must be able to identify agents with the following problems:Unusually long talk time - This may indicate that the agent is having difficulty responding to customer requests. (It may also indicate that the agent is handling more complex calls than other agents.) Use the following reports:Agent Average Calls Per HourAgent PerformanceAgent Average Calls Per Hour, Bottom 5(Use the Agent By Activity Code report to determine the complexity of the calls handled by the agent.)Unusual number of short calls - This may indicate that the agent is terminating or redirecting calls to meet call quota targets.Agent Short CallsAgent Average Calls Per Hour, Top 5
31 Using Reports to Identify Problems Unusual number of transferred or conferenced calls - This may indicate that the agent ishaving difficulty responding to customer requests, or is redirecting calls to meet callquota targets.Agent Transferred/Conferenced ActivityAgent PerformanceUnusually long talk time or unusual number of short, transferred, or conference calls for aspecific skillset - This may indicate that the agent does not have the skills required for askillset.Agent By Skillset Performance (Compare the same agent in several skillsets, and different agents in the same skillset.)Over- or under-utilized agents - Look for agents with unusual amounts of Waiting time, or an unusual number of Calls Presented. (Make sure you take into account time spent on ACD calls.)
32 Using Reports to Identify Problems Over- or under-utilized agents - Look for agents with unusual amounts of Waiting time, or an unusual number of Calls Presented. (Make sure you take into account time spent on ACD calls.)Agent PerformanceUnusual amount of time spent on personal calls.Agent DN Performance, Top 5Agent DN PerformanceHabitual lateness, long break times, excessive walkaway time.Agent Login/Logout