call centre management
TRANSCRIPT
CALL CENTERMANAGEMENT SYSTEMS
Operations
ImplementMonitor & Evaluate
GOAL
Plan
CALL CENTER MANAGEMENT
End Usage
Planning
Administration
• Call Centre Manager
• Call Centre Assistant•Customer Relationship
Management
• Call Centre Manager• Work Force Management
• Extension Manager• Directory Manager
End Usage
Planning
Operations
Administration
Current Offering
CALL CENTER MANAGEMENT
CALL CENTRE MANAGER
Management information system for call center supervisors and managers to measure, control and optimize the performance of a call center
ACD Group Call Flow By Day
ACD Group:Sales04/01/94 - 04/07/94 08:00 AM - 05:00 PM
Offered AbandonedDate Overflow
ed InDirect In Overflowed
OutIn Queue In Ring Answered
(num) (num) (num) (num) (num) (num)
04/01/9404/02/9404/03/9404/04/9404/05/9404/06/9404/07/94
131012
3573
79657869815975
697
10867
16151310
897
13693
10118
57456149604056
Total: 53 506 53 78 60 368
Report Production
External Display Messaging
CALL CENTRE MANAGERReal Time Presentation
CALL CENTRE MANAGER
Windows NT based client/server application
Ease-of-use and Windows GUI
Real-time monitoring
128 ACD groups presented on one screen
Object based security
Report scheduler
Data stored in standard SQL database
CALL CENTRE MANAGER
REAL-TIME PRESENTATION
ACD Group Inbound CallsBy Trunk Line
ACD Group: Selected Names User: CCMADM04/01/94 - 04/07/94 08:00 AM - 12:00 PM 00/14/yy, hh:31 PM
Number of CallsCaller Type Traffic Intensity Offered Answered Lost
(num) (num) (num)
10 20 01 0,33 16 12 410 20 02 0,99 13 11 210 20 03 0,23 14 8 6
43 31 12
10 21 01 0,45 4 4 010 21 02 0,35 7 5 210 21 03 0,32 14 11 3
25 20 5
10 22 01 0,23 4 4 010 22 02 0,43 7 5 210 22 03 0,32 9 9 0
20 18 2
Internal N/A 5 5 0
Operator N/A 3 3 0
Total 3,65 96 77 19Average 0,41 19 15 4
Agent/Agent Group AvailabilityBy Agent
Agent: Selected Names User: CCMADM04/01/94 - 04/01/94 08:00 AM - 05:00 PM 00/14/yy, hh:31 PM
ActivityAgent Name Agent Position Logged In Duration Available Duration Time Description
(hhh:mm) (hhh:mm) (hh:mm)
Anders 50000 07.55 03.40 07.55 Logon08.00 Available09.00 Forced Unavailable09.10 Available11.50 Logoff13.00 Logon16.55 Logoff
Heidi 50001 04.05 00.00 07.55 Logon12.00 Logoff
50011 04.00 00.00 13.00 Logon17.00 Logoff
Total - 16.00 03.40 - -Average - 05.20 01.13 - -
CALL CENTRE MANAGER
REPORT GENERATION
FLEXIBLE REPORTS
ACD GroupAgent GroupAgentANCD GroupDialed NumberCall Qualification Code
…all with several options!
CCM data in SQL server
CSV filesHTML files
Printer port
ODBC Interface
Web Browser
ACD
CALL CENTRE MANAGER
REPORT DISTRIBUTION
Send e-mail
Third party developed applications
CCM Information Manager Client
Service department
Sales department
INDIVIDUAL ADDRESSING OF WALL DISPLAYS
TCP/IP
INDIVIDUAL ADDRESSING OF WALL DISPLAYS, MULTI-SITE
CT port TCP/IP
CT port TCP/IP
MD110BC10
NIU
NT LAN
CCM ServerTCP/IP
Node 1
Node 2CCM Information Manager Client
CCM InformationManager Client
Site2
Site1
NIU
FEATURE BASED LICENSING
Configuration Manager• Configuration of the call center
Information Manager• Real time information• Wall display administration• Historical reporting
Agents• Number of agents monitored
CT port TCP/IP
MD110BC10
CCM Client
Wall Display Unit
NT LAN
Ethernet
CCM Server
TCP/IP
LIM 1
CT port TCP/IP
LIM 2
Load sharing and redundancy (Cold stand-by)
NIU
COMMUNICATION OVER LAN
NIU
CT port TCP/IP
CT port TCP/IP
MD110BC10
NIU
CCM Client
Wall Display Unit
NT LAN
Ethernet
CCM Server
TCP/IP
Node 1
Node 2
NIU
COMMUNICATION OVER LAN
Complete networked solutionfor the Call Center
ALLOCATION CALCULATION SYSTEM
EXTENSION MANAGER
Configuration management tool to configure the MD110 ACD functions through a graphical user interface
EXTENSION MANAGER
THREE LEVELS OF USER PRIVILEGES Telecom ManagerACD Supervisor
• View update extension • Setup ACD groups, membership, etc• Authorisation Codes, Individual Diversions,
Common abbreviated numbers etc.• RVA Message Descriptions
ANCD Supervisor• Setup ANCD Member• Setup ANCD Traffic
EXTENSION MANAGER
GRAPHICAL USER INTERFACES
Telecom AdminD.N.A serverEMG, DMG etc.
Call Center MgmtCCM serverEMG, CCM
ACD
Alt 1
Alt 2
EXTENSION MANAGER & CALL CENTRE MANAGER
Call Center MgmtD.N.A./CCM serverEMG, CCMACD
Launch and Integration with D.N.A. Extension Manager
• Allows the user to indicate if RDS(D.N.A.) will be used for CCM configuration
• If RDS is used for CCM, then CCM will launch EMG within its program to perform creation, deletion and update of ACD/ANCD/DNIS objectsand system parameters
Launch of CCA ConfigurationApplication from CCM Configuration Application
Integrated Management
LAUNCH AND INTEGRATION WITH D.N.A. EXTENSION MANAGER
LAUNCH AND INTEGRATION WITH D.N.A. EXTENSION MANAGER
Supports the call center manager in planning, administrating andoperating the call center!
CALL CENTRE MANAGEMENT TOOLS
OpennessFlexibilityIntegrationEase of use
CALL CENTRE MANAGER 4.0
WHAT IS NEW IN CCM 4.0?
CCA configuration applicationcan be launched by CCMconfiguration applicationNew ANCD Real Time WindowsSorting Capability in Real TimeWindowsReport distribution enhancementsNew report for Assist featureNew “Mini” Wall Display
CALL CENTRE MANAGER 4.0New ANCD Real Time Windows
• ANCD Group window• Satellite Member window• Additional information in existing
ANCD Group Detail window
CALL CENTRE MANAGER 4.0Sorting Capability in Real Time Windows
• Sorting possible based on all criteria except Legend and Time in ACD Group Member, ANCD Satellite Member and Agent Group Member windows
New “Mini” Wall Display• Mini wall display; single line, 20 characters with size 4.3 cm
(2.1”), available at lower price
CALL CENTRE MANAGER 4.0Reporting
• Option to save report file in HTML format• Option to send the report file via email• Option to specify the location where to save
the report file (CCM Server or client PC)• User can specify the time for scheduled
reports to be generated• A new report showing usage of the Assist
feature in CCA (Call Allocation)
NEW REPORTSACD Group
Agent Group
Agent
ANCD Group
Dialed Number
Call Qualification Code
• Activity• Availability• Call Allocation (New)• Performance• Summary• Time Allocation
NEW REPORTSACD Group
Agent Group
Agent
ANCD Group
Dialed Number
Call Qualification Code
• Activity• Availability• Call Allocation (New)• Call Distribution• Performance• Time Allocation
CALL CENTERMANAGEMENT SYSTEMS