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Poltys CA ACD Reports Module Training Presentation.

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Presentation on theme: "Poltys CA ACD Reports Module Training Presentation."— Presentation transcript:

1 Poltys CA ACD Reports Module Training Presentation

2 Benefits TDE, NCP and NS1000 series PBX 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

3 ACD Reports Module – Presentation Content OverviewFeatures

4 OVERVIEW Section 1

5 Overview TDE, NCP and NS1000 series PBX 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

6 Use Case – PBX Mode CA + NCP/TDE/NS1000 Customers Inbound/Outbound ed - Pay messa ge No Answ er – Retry later Agent CA Client Call Every Entry in the List Call answ ered - Pay messa ge No Answ er – Retry later Agent CA Client Inbound/Outbound/Intercom CA Supervisor + ACD Reports Module Call Every Entry in the List Call answered - Pay message No Answer – Retry later Supervisor + + Group and Agent Status Reports Hourly/Daily/ Monthly/ Custom Dates Export PDF/CSV/XCEL Print Group and Agent Status Reports Hourly/Daily/ Monthly/ Custom Dates Export PDF/CSV/XCEL Print

7 NCP/TDE/NS1000 Customers Inbound/Outbound ed - Pay messa ge No Answ er – Retry later Agent CA Client Call Every Entry in the List Call answ ered - Pay messa ge No Answ er – Retry later Agent CA Client Inbound/Outbound/Intercom CA Supervisor + ACD Reports Module Call Every Entry in the List Call answered - Pay message No Answer – Retry later Supervisor + + Group and Agent Status Reports Hourly/Daily/ Monthly/Custom Dates Export PDF/CSV/XCEL Print Group and Agent Status Reports Hourly/Daily/ Monthly/Custom Dates Export PDF/CSV/XCEL Print Use Case – CA Server CA Server

8 FEATURES Section 2

9 ACD Reports Module is launched by clicking on the “ACD Report” button in CA Supervisor Starting the ACD Reports Module 1. Click on “ACD Report” button 2. Click on “ACD Reports” button NOTES If PC is closed data will not be collected If supervisor changes group, collected data will not be usable any more

10 ACD Reports Module lets the customer to select his/ her GUI language of choice. ACD Reports Module GUI Language 2. Select “Language” menu option 1. Click on “File” menu option 4. Select language 5. Click on “OK” button and restart application 3. Click on drop- down list button

11 Group Report – Report based on Group Counters Agent Status Report – Report based on Agent Status Counters Note: ACD Reports Module works only if CA Supervisor is supervisor only for one ICD Group. ACD Reports Module Reports 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 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 (Wrap- up) Agent Status Report Counters Login Time Logout Time Not Ready Time (Break) Busy Time Working After Call Time (Wrap- up) 1. Click on “Report” menu option

12 ACD Reports Module Filter 2. Select the time range the data will be filtered by 1. Click on “Filter” menu option Filters – Adds additional filtering criteria to be applied to the report generation Select Filter “This Month” Select Report “Agent Status” EXAMPLE Agent Status Report – For each Agent: 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 Agent Status Report – For each Agent: 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

13 Group By – How the information in the report will be grouped ACD Reports Module Group By 2. Select the time range the data will be grouped by. 1. Click on “Group By” menu option. Select Filter “Yesterday” and Group By “Hour” Select Report “Agent Status” EXAMPLE Agent Status Report – For each Agent: 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 Agent Status Report – For each Agent: 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

14 ACD Reports Module reports can be exported in PDF, XLS and CSV formats ACD Reports Module Export 2. Select the file format the report data will exported to 1. Click on “Export” menu option 3. Click on “OK” button 4. Enter file name 5. Click on “Save” button

15 ACD Reports Module Printing Quick Print – Prints the report to the default installed printer Print – Opens the standard printer selection/properties menu ACD Reports Module Print 2. You can either “Quick Print” or “Print” the current report 1. Click on “Print” menu option

16 Thank You


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