Poltys CA ACD Reports Module Training Presentation Poltys CA ACD Reports Module

TDE, NCP and NS1000 series PBX Benefits Customer Adds historical reporting to CA Supervisor Improve Call Center Performance Measure Service Level Objectives Measure Agent Performance Improve Customer Experience Monitor Simultaneously System, ACD Groups, ACD Extensions, CO Trunks Dealer Increase Sales Into Help Desk type business ( Customer Support, Sales, Telemarketing, Political Surveys, etc.) Sales Company Increase Sales into Help Desk type business TDE, NCP and NS1000 series PBX

ACD Reports Module – Presentation Content Overview Features

Section 1 Overview

TDE, NCP and NS1000 series PBX Overview Add-on to the CA Supervisor Multi Language GUI Reports Group Agent Status Data Filter By Date (today, yesterday, week, month, custom date range) By Agent Status Group By Time Range (Today, Yesterday, Month, Day in Month) Export Report (PDF/XLS/CSV) Print Reports TDE, NCP and NS1000 series PBX

Use Case – PBX Mode + Inbound/Outbound Inbound/Outbound/Intercom Agent CA + NCP/TDE/NS1000 Customers Inbound/Outbound ed - Pay message No Answer – Retry later Agent CA Client Call Every Entry in the List Call answered - Pay message Inbound/Outbound/Intercom CA Supervisor + ACD Reports Module Supervisor + Group and Agent Status Reports Hourly/Daily/ Monthly/ Custom Dates Export PDF/CSV/XCEL Print

Use Case – CA Server + Inbound/Outbound Inbound/Outbound/Intercom ed - Pay message No Answer – Retry later Agent CA Client Inbound/Outbound Inbound/Outbound/Intercom Call Every Entry in the List Call answered - Pay message No Answer – Retry later Agent CA Client Customers NCP/TDE/NS1000 CA Supervisor + ACD Reports Module Call Every Entry in the List Call answered - Pay message No Answer – Retry later Supervisor + Group and Agent Status Reports Hourly/Daily/ Monthly/Custom Dates Export PDF/CSV/XCEL Print Customers CA Server Customers

Section 2 Features

Starting the ACD Reports Module ACD Reports Module is launched by clicking on the “ACD Report” button in CA Supervisor 2. Click on “ACD Reports” button 1. Click on “ACD Report” button NOTES If PC is closed data will not be collected If supervisor changes group, collected data will not be usable any more

ACD Reports Module GUI Language ACD Reports Module lets the customer to select his/ her GUI language of choice. 1. Click on “File” menu option 2. Select “Language” menu option 3. Click on drop-down list button 4. Select language 5. Click on “OK” button and restart application

ACD Reports Module Reports Group Report – Report based on Group Counters Agent Status Report – Report based on Agent Status Counters Note: ACD Reports Module works only if CA Supervisor is supervisor only for one ICD Group. 1. Click on “Report” menu option Group Report Counters Total Calls Lost Calls Overflows Average Answer Time Max Waiting Calls Max Waiting Time 2. Select the report type to be generated Agent Status Report Counters Login Time Logout Time Not Ready Time (Break) Busy Time Working After Call Time (Wrap-up)

ACD Reports Module Filter Filters – Adds additional filtering criteria to be applied to the report generation 1. Click on “Filter” menu option 2. Select the time range the data will be filtered by EXAMPLE Agent Status Report – For each Agent: Login Time for this month Logout Time for this month Not Ready Time (Break) – for this month Busy Time – for this month Working After Call Time (Wrap-up) for this month Select Filter “This Month” Select Report “Agent Status”

ACD Reports Module Group By Group By – How the information in the report will be grouped 1. Click on “Group By” menu option. 2. Select the time range the data will be grouped by. Agent Status Report – For each Agent: Login Time for yesterday divided in one hour subgroups Logout Time for yesterday divided in one hour subgroups Not Ready Time (Break) – for yesterday divided in one hour subgroups Busy Time – for yesterday divided in one hour subgroups Working After Call Time (Wrap-up) for yesterday divided in one hour subgroups EXAMPLE Select Filter “Yesterday” and Group By “Hour” Select Report “Agent Status”

ACD Reports Module Export ACD Reports Module reports can be exported in PDF, XLS and CSV formats 1. Click on “Export” menu option 3. Click on “OK” button 2. Select the file format the report data will exported to 5. Click on “Save” button 4. Enter file name

ACD Reports Module Print ACD Reports Module Printing Quick Print – Prints the report to the default installed printer Print – Opens the standard printer selection/properties menu 1. Click on “Print” menu option 2. You can either “Quick Print” or “Print” the current report

Thank You Thank you for your participation. This portion of the course is now complete.