ACD Training on Cisco Telephones Automatic Call Distribution

Important Differences Then and Now for Agents Then –Made yourself available for calls by pressing the available/unavailable button on Rolm phone Now –Must logon to ACD Agent software available on desktop of your pc

Important Differences Then and Now for Supervisors Then –Pressed the Supervisor button to see call queue –Unaware of who was available/unavailable Now –Login to ACD Agent and Supervisor software available on desktop of your pc –See status of all agents –See calls answered, in queue, abandoned, etc.

If you are an ACD agent and/or supervisor, software will be loaded onto your pc.

Both supervisors and agents must first log into ACD Agent by double-clicking on ACD Agent icon

Enter your network password – your network ID and extension will auto fill

Agent’s screen – after login

Agent screen – not ready

Supervisor’s only - Double-click on Supervisor Icon

Enter your network password – userid autofills

Supervisor Screen displays Supervisors logged in Agents logged in Current status of each agent ready not ready on a call

Supervisor reports – Agent statistics

Supervisor reports – Agent Call Log

Supervisor – Team Reports Team Agent Statistics Report

Supervisor – Team Reports Team Skill Statistics Report

Summary and Detailed Reports 27 Different Reports Available 1.Abandoned Call Detail Activity Report 2.Agent State Detail Report 3.Agent Summary Report 4.Contact Service Queue Activity Report 5.Detailed Call by Call Report 6.Traffic Analysis Report Can be run daily, weekly, monthly, etc.

Any questions? Contact Telecommunications Ext. 2076