1. Nortel Contact Center: An Overview
Symposium ACD
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2. 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

3. 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

4. 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

5. 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

6. 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

7. 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.

8. 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

9. 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

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

11. Real-Time Reports
Real-Time Reports

12. Real-Time Reports
Real-Time Reporting

13. 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.

14. Help Navigation Pane PDF example of Reporting and Data Dictionary

15. Contact Center Management
Click on Contact Center Management

16. 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

17. 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.

18. 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

19. 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

20. 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

21. 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

22. 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

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

24. 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

25. 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

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

27. 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.

28. Report Examples

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

30. 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

31. 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.)

32. 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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