Nortel Contact Center: An Overview

Symposium ACD

Press F5 to begin presentation

Click on your mouse or use the spacebar or arrow keys to advance to the next slide

1

Contents

Table of Contents• Call Center Concepts

• How the ACD routes calls• Matching calls to Agents• Scripts• Overview of Skillsets

• Login• Real Time Reports• Navigation & Help• Contact Center Management

• Agent Skilling• Historical Reports

• Agent Performance• Skillset Performance

• Example Reports

2

Contact Center Concepts

How the ACD routes calls

Call is received toAutomated Attendant

Caller selects option

Call is routed by script

Call Pilot (recordings) Contact Center

3

Contact Center Concepts

Matching calls to Agents

Call is received toAutomated Attendant

Caller selects option

Call is routed by script

Call Pilot (recordings) Contact Center

The 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 available• It routes the calls to the best qualified agent to handle them• By 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

4

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 sets• Specific agents• Other caII center destinations

Call treatment• Music• Recorded announcements• Option to go to voice mail

QUEUE 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 THENELSEEND IFEND IFIF OUT OF SERVICE backup_skillset sk THENGIVE RAN dayclosed_ranDISCONNECTELSEEND IFQUEUE TO SKILLSET backup_skillset skWAIT 2QUEUE TO SKILLSET skillset skWAIT 2 /* Allow time in case an agent is available */GIVE RAN second ranEXECUTE WaitLoop

Script Example

5

Contact Center Concepts

Overview 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:• English• Spanish

Agent 1

Agent 2

Agent 3

Agent 4

6

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 skillset • An agent with a higher skill level is assigned a higher priority• An agent with a lower skill level is assigned a lower priority• Priority can range from 1–48

If more than one agent has the same priority, it presents the call to the agent with the greatest idle time.

7

Contact Center Concepts

ManagementContact Center Manager Administration includes the following:• Display the current status of an agent (logged on or logged off) with call

details• Assign a group of agents to a new supervisor• View and change agent-to-skillset and agent-to-supervisor assignments• Choose a priority for agent-to-skillset assignments• View real-time statistics on agents and skillsets• Run historical reports

8

Contact Center Manager

Contact Center - ManagerSymposium 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 icon

Enter: Your own User IDEnter: PasswordClick: Login

9

Real-Time Reports

Real-Time Reporting• Ability to select and update filters from Real Time displays

10

Real-Time Reports

Real-Time Reports

11

Real-Time Reports

Real-Time Reporting

12

Navigation

How to Quickly Navigate

Use the Launchpad to quickly navigate back to:• Launchpad• Contact Center Management• Historical Reporting• Scripting (System Administrator function)

• Logout

13

Help: Click on the Help button to quickly answer questions regarding reports, features and function. It includes guides for supervisors and administrators.

Navigation

Help Navigation Pane

PDF example of Reporting and Data Dictionary

14

Help:

Contact Center Management

Contact Center ManagementClick on Contact Center Management

15

Contact Center Management – Agent Skilling

Agent SkillingTo add an agent to a skillset:• Click on the assigned agent arrow• Select agent• Run Search

Navigation bar

16

Contact Center Management – Agent Skilling

Agent Skilling

To modify an existing agent:• Select the agent from the

navigation bar and the Agent Details screen will appear.

17

Contact Center - Manager – Historical Reports

Historical Reports

NextClick on: Captain CrunchSelect: Public Report TemplatesSelect: Agent Performance

Click on: Historical Reports

18

Historical Reporting

Historical ReportingHistorical 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

19

Historical Reports

Agent PerformanceReports help you to monitor your system performance by providing informationon system activity. You can use reports to:

• Analyze productivity and efficiency• Assess staffing requirements• Identify trends• Forecast • Enhance service

Example: Agent Performance

20

Agent Performance

Report Details• Type a name to identify the report• Type 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

21

Agent Performance

Selection Criteria (by Supervisor)• Click on Selection Criteria• Search by Agents or

Supervisors• Use drop down to select

appropriate criteria

22

Agent Performance

Selected Agents

• Click individual agents or select all agents• Click Search

23

Agent Performance

Data Range• Click on Data Range• Use drop down arrow to select data

range • Interval = 15 minutes increments

24

Agent Performance

ScheduleApply desired schedule criteria

Output Options is offered for anything other than Not Scheduled and allows you to:• Print• Output to a file• Sent via Email

25

Skillset Performance

Skillset Performance• Click on the skillset name

or select all skillsets

26

Report Examples

• 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.

Do 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:

27

Report Examples

28

Report Examples

This Agent Performance report contains statistics for a particular agent.

29

Reports

Using Reports to Identify ProblemsWhich 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 Hour• Agent Performance• Agent 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 Calls• Agent Performance• Agent Average Calls Per Hour, Top 5

30

Reports

Using Reports to Identify ProblemsUnusual 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 Activity• Agent Performance

Unusually 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.)• Agent Performance

31

Reports

Using Reports to Identify ProblemsOver- 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 Performance

Unusual amount of time spent on personal calls.• Agent DN Performance, Top 5• Agent DN Performance

Habitual lateness, long break times, excessive walkaway time.• Agent Login/Logout

32

Please visit our website

• Quick Reference Guides • User Guides

• Presentations

• How to Videos

33

miami.edu/itsc/howto