1. Panasonic Professional Call Centre Solution - Poltys CC Series -
Rev Sep., 2013

2. 1. 1 Position in Call centre lineup
Solution
For customers who need more functionality than built-in ACD function
Poltys CC Series is suitable for customers who need more functionality than built-in
ACD function.
- Reporting for analyzing call center performance from various point of view
- Monitoring for solving problems of call center in real-time
- Agent tool for increasing agent productivity
Professional Solution (Poltys CC series. External server required)
Functionality
(Screen/Reporting flexibility, Agent tool)
Agents
Agent tool
Customer DB
- Number of Supervisor : No Limitation
- Various monitoring & Reporting
- 20 or more types of Monitoring, 40 or more types of reporting
- Agent tool integrated with customer database
Supervisors
Supervisor tool
- Voice recording to External Server
-> Recording time : No Limitation (depends on server capacity)
Reporting
Simple Solution (Built-in server-less solution)
Supervisor
tool
Supervisors
- Number of Supervisor : 16
Agents
Reporting
Monitoring
- Simplified monitoring & Reporting
- 3 types of Monitoring, 3 types of reporting
Monitoring
- Voice recording to NS1000
-> Recording time : Max hours (Backup to NAS available)
Voice Recording
Capacity (Number of Agents, Voice recording time, Reporting period)

3. 1.2 Reporting Function
Solution
Flexible Reporting Use Case - 1
Supervisor could manage most effective Agent shift.
Weekday Call Activity Report sample
Tuesday is the most Busy day of the week.
By using this report, Supervisor could manage the shift schedule of Agents.

4. 1.2 Reporting Function
Solution
Flexible Reporting Use Case - 2
Supervisor could evaluate Agent performance and improve activity.
Lost call Report sample
Analyze Lost call by each Agent
By using this report, Supervisor could improve evaluating Agent performance.

5. 1.2 Reporting Function
Solution
Various Reporting
Supervisor could analyze Total Call Center Performance by variety of reports.
Various Report over 20
Analyze Total Call Center performance by many type of report
CC Series provides various type of report for allaying Total Call Center operation, and give hint to minimize Call Center operation cost.

6. 1.2 Reporting Function
Solution
Reporting scheduler / Reporting format
Supervisor could efficiently manage multiple-call center
Effective reporting option
Scheduler : Hourly / Daily / Weekly / Monthly /Custom Interval
Destination : Printer / Data folder (File export ) / (as file attached)
Output data (file) format : PDF, XLS, RTF, CSV, etc.
Usage example
Head Office
Daily Report(PDF) by
Branch A @
Supervisor
Branch B
CC Series saves time to output report manually and analyze call center performance. @
Daily Report(PDF) by

7. 1.3 Monitoring Function Supervisor could allocate agents dynamically.
Solution
Flexible Monitoring Use Case
Supervisor could allocate agents dynamically.
Incoming ACD Calls and Lost Calls “Sum” Monitoring sample *Sum = Today’s total
Today, there are many Lost calls rather
than usual.
Supervisor could find current call center problem and make the countermeasure by “ Sum Counter (Today’s total counter) “ monitor.

8. 1.3 Monitoring Function
Solution
Monitoring Screen – Screen Customize
Supervisor could efficiently monitor the call center situation.
Screen Customize sample
Available monitoring items
Select and create
monitoring screen
- Total Incoming Calls
- Incoming ACD Calls
- Incoming Non ACD Calls
- Total Answered Calls
- Answered ACD Calls
- Answered Non ACD Calls
- Lost ACD Calls
- Abnormal Calls
Outgoing Calls
etc.
Supervisors could monitor only their desired items so that it is easy to see.

9. 1.4 Agent Tool : CC Agent Customer database integration Use Case
Solution
Customer database integration Use Case
Agent A
2. Agent A registers customer
data and attendant history.
Personal information
Buying history
Inquiry history
Etc.
1. Call for the first time.
Customer
Customer
database
3. Call for the second time.
Agent B
4. Agent B could respond to the
customer based on the
information that Agent A
registered.
By using common customer database, any agent could attend smoothly to the customer.

10. 1.4 Agent Tool : CC Agent
Solution
Main Windows
The CC Agent is the tool for handling a call and processing the information.
Call handling & Call History field
Status Control :
- Login / Logout / Break / etc.
Call Handling :
- Answer call / Make call / Hold call / Transfer call / etc.
Call History :
- Attendant result (OK, Not Good, Pending, Closed)
- Attendant memo (free area)
Customer Data field
Customer information:
- Name / Company / Address / / Phone number / etc.
- Free User Field (Buying history, Inquiry history, etc.)

11. 1.4 Agent Tool : CC Agent CRM integration
Solution
CRM integration
CCAgent works standalone using the internal customer database or can integrate with Poltys CRM Integration add-on that supports the following external CRMs:
Microsoft Outlook
Microsoft Dynamics
Act!
Goldmine
Maximizer
Tigerpaw
Salesforce
Any Microsoft TAPI compliant CRM system

12. END
Appendix

13. Reporting Function Appendix – Reporting templates
Solution
Appendix – Reporting templates
CC series provides 22 types of templates. For most of case, these templates are enough to analyze call center activity.
Trunk Based Report
CO Call Log Report / Lost Calls Report
Agent Based CO Call Report
Call Trunk Report / Analysis Report
Agent Activity Report
Agent System Report / Agent Report
Presence Report
Resource Utilization Report
Outgoing Dialed No Report/Account code report
Department Report/Call Ext Report
Call DID Report/Intercom Report
Resources by time/Charge Report/
Ext.charge report
Group Based Report
Agent Group Report
Incoming Call Group Report
Weekday Activity
Week Call Activity
Customer Based Report
Incoming Caller ID Report

14. 1.2 Monitoring Function
Solution
Appendix – Group/System Active(real-time) Counter
CC series provides following real-time monitoring (current situation) items.
Supervisors could confirm more detailed current situation of the call centre.
- Total Incoming Calls
- Incoming ACD Calls
- Incoming Normal ACD Calls
- Incoming Overflowed ACD calls from Other
- Incoming No Answered ACD calls from Other
- Incoming Non ACD calls
- Total Waiting Calls
- Waiting ACD Calls
- Waiting ACD Calls in Queue
- Waiting ACD Calls in Agent
- Waiting Non ACD Calls in Agent
- Longest waiting time
- Total Answered Calls
- Answered ACD Calls
- Answered Non ACD Calls
- Outgoing Calls
Log In Agents(Idle, Busy, Wrap-up, Break)
Call monitor (current situation for each call)
etc.
* Red text : almost same as NS1000 built-in
Supervisor could select desired items to be monitored and customise screen layout.

15. 1.2 Monitoring Function Appendix Agent counter
Solution
Appendix Agent counter
Each agent’s activity could be monitored.
Agent Counter : Call related
Agent Counter : Time related
- Total Incoming Calls
- Incoming ACD Calls
- Incoming Normal ACD Calls
- Incoming Overflowed ACD calls from Other
- Incoming No Answered ACD calls from Other
- Incoming Non ACD calls
- Total Answered Calls
- Answered ACD Calls
- Answered Non ACD Calls
Outgoing Calls
etc.
- Idle Time
- Break Time
- Wrap-up Time
- Busy Time
- Talk Time +Hold Time
- Average Waiting Time
- Average Talk Time
- Average Hold Time
- Longest Waiting Time
- Longest Talk Time
- Longest Hold Time
- etc.
Supervisor could select desired items to be monitored and customise screen layout.

16. END
END

17. Modification
　1 NS1000 V3.0 Professional Call Centre solution_Rev1.0_24Sept2013.pptx
- 1st release 17