1. Poltys CA ACD Reports Module
Training Presentation
Poltys CA ACD Reports Module

2. 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

3. ACD Reports Module – Presentation Content
Overview
Features

4. Section 1
Overview

5. 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

6. 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

7. 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

8. Section 2
Features

9. 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

10. 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

11. 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)

12. 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”

13. 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”

14. 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

15. 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

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