Nortel Contact Center:
An Overview
Symposium ACD
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Contents
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
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Contact Center Concepts
How the ACD routes calls
Call is received to
Automated Attendant
Caller selects
option
Call Pilot (recordings)
Call is routed by script
Contact Center
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Contact Center Concepts
Matching calls to Agents
Call is received to
Automated Attendant
Caller selects
option
Call Pilot (recordings)
Call is routed by script
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
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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
Script Example
QUEUE TO SKILLSET skill set sk
WAIT 2 /* Allow time in case an agent is available */
GIVE RAN first ran
GIVE
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
END IF
END IF
IF OUT OF SERVICE backup_skillset sk THEN
GIVE RAN dayclosed_ran
DISCONNECT
ELSE
END IF
QUEUE TO SKILLSET backup_skillset sk
WAIT 2
QUEUE TO SKILLSET skillset sk
WAIT 2 /* Allow time in case an agent is available */
GIVE RAN second ran
EXECUTE WaitLoop
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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
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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.
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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
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Contact Center Manager
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
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Real-Time Reports
Real-Time Reporting
•
Ability to select and update filters from Real Time displays
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Real-Time Reports
Real-Time Reports
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Real-Time Reports
Real-Time Reporting
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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.
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Navigation
Help Navigation Pane
PDF example of Reporting and Data Dictionary
Help:
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Contact Center Management
Contact Center Management
Click on Contact Center Management
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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
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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.
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Contact Center - Manager – Historical Reports
Historical Reports
Click on: Historical Reports
Next
Click on: Captain Crunch
Select: Public Report Templates
Select: Agent Performance
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Historical Reporting
Historical Reporting
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
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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
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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
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Agent Performance
Selection Criteria (by Supervisor)
•
•
•
Click on Selection Criteria
Search by Agents or
Supervisors
Use drop down to select
appropriate criteria
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Agent Performance
Selected Agents
•
•
Click individual agents or select all agents
Click Search
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Agent Performance
Data Range
•
•
Click on Data Range
Use drop down arrow to select data
range
•
Interval = 15 minutes increments
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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 Email
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Skillset Performance
Skillset Performance
•
Click on the skillset name
or select all skillsets
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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.
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Report Examples
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Report Examples
This Agent Performance report contains statistics for a particular agent.
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Reports
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 Performance
• Agent Average Calls Per Hour, Top 5
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Reports
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.)
• Agent Performance
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Reports
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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