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

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

How the ACD routes calls Contact Center Concepts How the ACD routes calls Call is received to Automated Attendant Caller selects option Call is routed by script Call Pilot (recordings) Contact Center

Matching calls to Agents Contact Center Concepts Matching calls to Agents Call is received to Automated 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

Contact Center Concepts Scripts A 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 sk WAIT 2 /* Allow time in case an agent is available */ GIVE RAN first ran GIVE MUSIC music route WAIT 10 IF NOT OUT OF SERVICE backup_skillset_sk THEN QUEUE TO SKILLSET backup_skill set sk WAIT 2 END IF SECTION WaitLoop WAIT treatment timer gv IF NOT QUEUED THEN IF OUT OF SERVICE skillset sk THEN ELSE IF OUT OF SERVICE backup_skillset sk THEN GIVE RAN dayclosed_ran DISCONNECT QUEUE TO SKILLSET backup_skillset sk QUEUE TO SKILLSET skillset sk GIVE RAN second ran EXECUTE WaitLoop Script Example

Overview of skillsets Agent 1 Agent 2 Agent 3 Agent 4 Contact Center Concepts Overview of skillsets What 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

Contact Center Concepts Overview of skillsets As 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.

Contact Center Concepts Management Contact 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

Contact Center - Manager Symposium 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 ID Enter: Password Click: Login

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

Real-Time Reports Real-Time Reports

Real-Time Reports Real-Time Reporting

How to Quickly Navigate Navigation How to Quickly Navigate Use the Launchpad to quickly navigate back to: Launchpad Contact Center Management Historical Reporting Scripting (System Administrator function) Logout Help: Click on the Help button to quickly answer questions regarding reports, features and function. It includes guides for supervisors and administrators.

Help Navigation Pane PDF example of Reporting and Data Dictionary

Contact Center Management Click on Contact Center Management

Agent Skilling To add an agent to a skillset: Contact Center Management – Agent Skilling Agent Skilling To add an agent to a skillset: Click on the assigned agent arrow Select agent Run Search Navigation bar

Agent Skilling To modify an existing agent: 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.

Historical Reports Click on: Historical Reports Next Contact Center - Manager – Historical Reports Historical Reports Click on: Historical Reports Next Click on: Captain Crunch Select: Public Report Templates Select: Agent Performance

Historical Reporting Click on: Captain Crunch Historical 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

Historical Reports Agent Performance Reports help you to monitor your system performance by providing information on system activity. You can use reports to: Analyze productivity and efficiency Assess staffing requirements Identify trends Forecast Enhance service Example: Agent Performance

Report Details Type a name to identify the report 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

Selection Criteria (by Supervisor) Agent Performance Selection Criteria (by Supervisor) Click on Selection Criteria Search by Agents or Supervisors Use drop down to select appropriate criteria

Selected Agents Click individual agents or select all agents Agent Performance Selected Agents Click individual agents or select all agents Click Search

Data Range Click on Data Range Agent Performance Data Range Click on Data Range Use drop down arrow to select data range Interval = 15 minutes increments

Schedule Apply desired schedule criteria Agent Performance Schedule Apply 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

Skillset Performance Skillset Performance Click on the skillset name or select all skillsets

Do I have enough agents assigned to each skillset? Report Examples 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: 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.

Report Examples

Report Examples This Agent Performance report contains statistics for a particular agent.

Using Reports to Identify Problems Which 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 Average Calls Per Hour, Top 5

Using Reports to Identify Problems Unusual number of transferred or conferenced calls - This may indicate that the agent is having difficulty responding to customer requests, or is redirecting calls to meet call quota targets. Agent Transferred/Conferenced Activity Agent Performance Unusually long talk time or unusual number of short, transferred, or conference calls for a specific skillset - This may indicate that the agent does not have the skills required for a skillset. 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.)

Using Reports to Identify Problems 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 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

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