OnTraQ
Keeping Call Centers OnTraQ
Agenda
OnTraQ for the Enterprise
Advanced Call
Center
Performance
Analysis
 Complement to ProCenter & Genesys
 Leveraging Switch Only ACD
OnTraQ Overview
 Application Features
 Landscape Alternatives
 Benefits & Value Summary
Questions & Answers
Slide 2
Complement to ProCenter & Genesys
Extend the Feature Set
ProCenter
IVR Visibility
OnTraQ
Traffic
Analyst
Life of Call
• IVR Stages
Integrated
• Real Time
• Easy
Accessibility
HiPath
4000
Historical Data
beyond One
Year
Call Center A
Slide 3
Complement to ProCenter & Genesys
Enable Business Continuity
ProCenter
Leverage Switch
Only ACD
OnTraQ
Traffic
Analyst
• Visibility of
calls &
workload
• Agent Status
Control of RealTime Situations
for Improved
Customer
Service
Real-Time &
Historical
Reports
HiPath
4000
Call Center A
Slide 4
Leverage Switch Only ACD
Single Site Group Skills Routing
Enhances
Management,
Efficiency,
Accuracy &
Productivity
OnTraQ
Traffic
Analyst
Increases
Visibility of Calls
& Workload
Improves
Resource
Planning &
Utilization
The combination of OnTraQ
analytics with Switch Only ACD
routing provides a world class
call center environment at less
HiPath
4000
than half the cost of ProCenter
or Genesys.
Control of RealTime Situations
for Improved
Customer
Service
Life of Call
Reporting
Lower Total Cost
Solution
Call
Center A
Call
Center B
Slide 5
Leverage Switch Only ACD
Multiple Site / Common Queue
OnTraQ
Traffic
Analyst
Single Portal for
Viewing Real
Time Status &
Historical Reports
for Multiple Call
Centers
IPDA
Reduces Effort to
Monitor
Performance
across Multiple
Sites
Lower Total
Solution Cost
HiPath
4000
Call
Center A
LAN/WAN
Call
Center B
Call
Center C
Slide 6
Leverage Switch Only ACD
Survivable IPDA
OnTraQ
Traffic
Analyst
HiPath 4000
Failure
OnTraQ
• Maintain all
OnTraQ
analytics for
remote call
center
LAN/WAN
Failure
HiPath
4000
LAN/WAN
Survivable
IPDA
• Agent
Status
• Service
Group
Status
• Limited
Activity logs
Call Center A
Call
Center B
Call
Center C
Slide 7
Leverage Switch Only ACD
Multiple Site / Multiple Queue
OnTraQ
Traffic
Analyst
Single Portal for
Viewing Real
Time Status &
Historical Reports
for Multiple Call
Centers
Reduces Effort to
Monitor
Performance
across Multiple
Sites
Lower Total
Solution Cost
HiPath
4000
Call
Center A
OnTraQ
HiPath
4000
LAN/WAN
Call
Center B
Call
Center C
Slide 8
OnTraQ Overview
Advanced Call Center Performance Analysis
Modules
Call Accounting
 Network usage tracking & reporting
 Scalable & affordable
Network
Flexibility to
Tailor a
Solution
 Monitor workload & performance of trunks, trunk groups & IP gateways
 TDM & VoIP modeling
Console
 Monitor workload & performance of console operators & console
operator groups
 Staff allocation
OnTraQ
 Track call center service levels, queues & agent activity
 Call center dashboard & customer-centric metrics
Slide 10
OnTraQ
Value to the Enterprise
Enables Optimization
The Cost
Effective Solution
Easiest to
For Queue, Agent & IVR
Customized Dashboard
Analytics of Your Design
Real Time
 Customer Centric Service
Metrics
Implement,
 Virtual Service Groups
Maintain
 Results by ANI & DNIS
& Use
 Virtual Agent Teams
 User Defined Alarms
Actionable
Intelligence
Delivers Rich Features
Enhances Manager,
Supervisor & Agent
Productivity & Performance
 Agent & Queue Status
 Gauges
User Defined Reports &
Outputs
 Personal & Shared Templates
 Graphs
 Schedule to E-mail, File &
Printer
 Export to MS-Excel & PDF
 Manage Agent States
 Unlimited Management /
Supervisor Consoles
Slide 11
OnTraQ
Customized Dashboard
User Definable
Tablet
Select Desired
Displays &
Reports from
Explorer
Let’s start by
adding an Agent
Status display
Slide 12
OnTraQ
Agent Status
Real Time Sortable by:
• Agent
• Service Group
• Time in State
Slide 13
OnTraQ
Service Group Status
Let’s add a
Service Group
Status display
User Definable
Multi-Tiered
Alarms
Display Just the
Columns You
Want
Slide 14
OnTraQ
Choice of Graphical Gauges
Speedometer &
Histogram for
Calls in Queue
Histogram for
Count of Agents
by State
Slide 15
OnTraQ
Activity Log
Monitor Detailed
Agent Activities
• Schedule
adherence
• Training needs
• Performance
targets
Sort by any Field
Filter by Time &
Activity Type
Slide 16
OnTraQ
Life of Call
Real-Time
Chronology of
Call Activity
including IVR
Activity
Easily Accessed
Directly from
Explorer
Available for
Agent, ACD
Group, Service
Group & Svc
Group Pool
Perspective
Expandable Detail
Slide 17
OnTraQ
Real-Time & Historical Views
From a Single
Portal
• Performance
• Usage
• Time
Utilization
User Definable
Content
• Dates & Times
• Service Groups
• Columns
Slide 18
OnTraQ
Real-Time & Historical Views
User Definable
Graphs
Slide 19
OnTraQ
Landscape Alternatives
OnTraQ Landscape #1
HiPath 4000
Single Site
Call Center
CAP Link
Server
• CAP V3.0 Application
• OnTraQ Real-Time Application
• Traffic Analyst Reporting
Application
Company LAN
Slide 21
OnTraQ Landscape #2
HiPath 4000
HiPath 4000
Multi-Site
Call Center
CAP Link
CAP Link
Server
Server
• CAP V3.0 Application
• OnTraQ Real-Time
Application
• CAP V3.0 Application
• OnTraQ Real-Time
Application
Company LAN
Company LAN
LAN/WAN
Server
• Traffic Analyst Reporting
Application
Slide 22
OnTraQ Landscape #3
HiPath 4000
Survivable
IPDA
Optional
Multi-Site
Call Center
using IPDAs
For redundancy & enhanced performance
of real-time displays.
Server
CAP Link
CAP Link
Server
• CAP V3.0 Application
• OnTraQ Real-Time
Application
• CAP V3.0 Application
• OnTraQ Real-Time
Application
Company LAN
Company LAN
LAN/WAN
Server
• Traffic Analyst Reporting
Application
Slide 23
OnTraQ
Solution Components
OnTraQ
 OnTraQ Licenses based on Stations with AGENT Privileges
 Installed by Impact Technologies
CAP v3.0 Server Application
 Prerequisite
 Licenses based on RCGs & Stations with AGENT Privileges
 Ordered independently of Traffic Analyst & OnTraQ
 Installed by Siemens or distributor
Servers & Workstations are Customer Provided
Slide 24
OnTraQ
Value Summary
Advanced
Performance
Management of
HiPath 4000
Call Centers
Increased Call Center Management Effectiveness
 Concise & readily available performance metrics
 Single dashboard of real-time & historical views
 Customer centric service metrics
Improved Agent Productivity
Enhanced IVR
Performance &
Provisioning for
Reduced Cost of
Ownership
 Visibility of call activity & workload
 Sustains service during outages
Enhanced Customer Service
 Identifies service affecting issues
Business
Continuity
Assurance for
HiPath ProCenter
& Genesys
Environments
 Provides backup for ProCenter & Genesys
Cost Effective
 Less expensive alternative to ProCenter
 Maintains service during primary outage
 Easy implementation & customization
Slide 25
“Even if you’re on the right track, you’ll
get run over if you just sit there.”
Will Rogers
Get OnTraQ!
Slide 26
Questions