ACD Training on Cisco Telephones

1. ACD Training on Cisco Telephones Automatic Call Distribution

2. Important Differences Then and Nowfor Agents • Then • Made yourself available for calls by pressing the available/unavailable button on Rolm phone • Now • Must logon to ACD Agent software available on desktop of your pc

3. Important Differences Then and Nowfor Supervisors • Then • Pressed the Supervisor button to see call queue • Unaware of who was available/unavailable • Now • Login to ACD Agent and Supervisor software available on desktop of your pc • See status of all agents • See calls answered, in queue, abandoned, etc.

4. If you are an ACD agent and/or supervisor, software will be loaded onto your pc.

5. Both supervisors and agents must first log into ACD Agent by double-clicking on ACD Agent icon

6. Enter your network password – your network ID and extension will auto fill

7. Agent’s screen – after login

8. Agent screen – not ready

9. Supervisor’s only - Double-click on Supervisor Icon

10. Enter your network password – userid autofills

11. Supervisor Screen • displays • Supervisors logged in • Agents logged in • Current status of each agent • ready • not ready • on a call

12. Supervisor reports – Agent statistics

13. Supervisor reports – Agent Call Log

14. Supervisor – Team ReportsTeam Agent Statistics Report

15. Supervisor – Team ReportsTeam Skill Statistics Report

16. Summary and Detailed Reports 27 Different Reports Available • Abandoned Call Detail Activity Report • Agent State Detail Report • Agent Summary Report • Contact Service Queue Activity Report • Detailed Call by Call Report • Traffic Analysis Report Can be run daily, weekly, monthly, etc.

17. Any questions? Contact Telecommunications Ext. 2076