Nortel Contact Center: An Overview

1. Nortel Contact Center: An Overview Symposium ACD Press F5 to begin presentation Click on your mouse or use the spacebar or arrow keys to advance to the next slide

2. 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

3. Contact Center Concepts How the ACD routes calls Caller selects option Call is routed by script Call is received to Automated Attendant Call Pilot (recordings) Contact Center

4. Contact Center Concepts Matching calls to Agents Caller selects option Call is routed by script Call is received to Automated Attendant Call Pilot (recordings) 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

5. 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 caIIcenter destinations • Call treatment • Music • Recorded announcements • Option to go to voice mail QUEUE TO SKILLSET skill set sk WAIT 2 /* Allow time in case an agent is available */ GIVE RAN first ran GIVE MUSICmusic 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_skillsetsk THEN GIVE RAN dayclosed_ran DISCONNECT ELSE END IF QUEUE TO SKILLSET backup_skillsetsk WAIT 2 QUEUE TO SKILLSET skillset sk WAIT 2 /* Allow time in case an agent is available */ GIVE RAN second ran EXECUTE WaitLoop Script Example

6. 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

7. 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.

8. 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

9. 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

10. Real-Time Reports Real-Time Reporting • Ability to select and update filters from Real Time displays

11. Real-Time Reports Real-Time Reports

12. Real-Time Reports Real-Time Reporting

13. 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.

14. Navigation Help Navigation Pane PDF example of Reporting and Data Dictionary Help:

15. Contact Center Management Contact Center Management Click on Contact Center Management

16. 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

17. 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.

18. Contact Center - Manager – Historical Reports Historical Reports Click on: Historical Reports Next Click on: Captain Crunch Select: Public Report Templates Select: Agent Performance

19. 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

20. 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

21. 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

22. Agent Performance Selection Criteria (by Supervisor) • Click on Selection Criteria • Search by Agents or Supervisors • Use drop down to select appropriate criteria

23. Agent Performance Selected Agents • Click individual agents or select all agents • Click Search

24. Agent Performance Data Range • Click on Data Range • Use drop down arrow to select data range • Interval = 15 minutes increments

25. 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

26. Skillset Performance Skillset Performance • Click on the skillset name or select all skillsets

27. 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.

28. Report Examples

29. Report Examples This Agent Performance report contains statistics for a particular agent.

30. 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

31. 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

32. 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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