1. 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

2. 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.

3. 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

4. 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 ed 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

5. 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.

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

7. 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

8. 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

9. 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

10. 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)

11. 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

12. www.advatel.com.au Contact us: Phillip Wong- Director
133 Moray Street
South Melbourne Vic 3205
AUSTRALIA
Ph:
Fax: