Espera by AdvaTel Espera Provides Call Centre reporting for Skype for Business Response Groups Espera by AdvaTel Presented by Phillip Wong – Director of Business Development

Why is Espera Important? Skype for Business/Lync has excellent call queuing capabilities within their response group technology. It provides for inter-flows, over-flows etc. and all manner of routing capabilities. “Missing Link”: Users could never “SEE” what the queue status was.

Espera Real-Time Display Benefits Include: Displays numbers of calls waiting and level of service clients are receiving at any point in time. Ideal for Agents, Supervisors or managers. Users know best time for breaks - better balance between breaks and customer service Better staff time management and less supervision Located and sized to fit available PC real estate One click to log in and log out Ideal for remote workers – Uses Lync communications Tunnelling no need to open up firewall. Display Real Time statistics on large LCD monitors

Overall better staff self-management and better customer service Espera Reporter SUPERVISORS REPORTS – Displays the cumulative performance for today or last 10 or60 minutes. Store unlimited customised reports. Reports can be scheduled to be emailed every day, every week, every month. Wrap up code reporting – report on the type of calls received within a Response Group AdvaTel includes many calculated historical data fields not available within Lync. REPORTS INCLUDE: Queue Report Agents Performance report Agents group by Queues Queues grouped by agents report Wrap up codes reporting Overall better staff self-management and better customer service

Espera – Supervisor Client The New Espera Supervisor Client allows supervisors and managers to easily select from multiple views of Queue and realtime Agents status. The new client can also be deployed on Large LCD screens to assist while agents are not at their desks.

Supervisor view 1. – Basic Wallboard view Select view required Select Queues to be displayed Hover over Agents datafield to view all agents

Supervisor view 2. – Agents Wallboard displaying realtime data Summary of todays performance statistics Trend History of the Maximum and Average calls waiting for the last 10 and 60 mins Summary screen of Agents Realtime status

Supervisor view 3. – Summary Call Waiting and Longest waiting for the selected Queue Realtime Agent Status, showing current stat and duration, can be sorted by Name, State and Duration Maximum and Average number of Calls Waiting for the last 10 mins Maximum and Average number of Calls Waiting for the last 60 mins

Supervisor view 4. – Extended Wallboard view for Response Group Queues displaying Call Waiting and Longest waiting for the selected Queue Realtime Agent Status, showing current stat and duration, can be sorted by Name, State and Duration

How Does Espera Interfaces with Skype for Business? Espera Server installed onto a new or existing Lync Applications Server Espera clients communicate to the Espera Server utilising existing SfB IM communication path via SfB Data Channel (SIP)

Summary Espera uses S4B/Lync’s existing Response Group infrastructure Espera is a S4B/Lync Plug-in, not a separate add-on Espera is an affordable that does not require any additional hardware Espera provides better service to callers and empowers agents

www.advatel.com.au Contact us: Phillip Wong- Director phillipw@advatel.com.au 133 Moray Street South Melbourne Vic 3205 AUSTRALIA Ph: +613 8695 8695 Fax: +613 9696 3626