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ACAS Genesys Training

ACAS Genesys Training. Euston Tower, London – 2 nd October 2008. Prepared and delivered by Siemens Solutions Service Centre. Hello & Welcome!. Introducing the training team: Nick Tadd – Siemens Genesys Applications Specialist Clare Johnson – Siemens Genesys Real-Time Reporting Specialist

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ACAS Genesys Training

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  1. ACAS Genesys Training Euston Tower, London – 2nd October 2008 Prepared and delivered by Siemens Solutions Service Centre

  2. Hello & Welcome! Introducing the training team: Nick Tadd – Siemens Genesys Applications Specialist Clare Johnson – Siemens Genesys Real-Time Reporting Specialist Scott Cowan – Siemens Genesys Historical Reporting Specialist

  3. Some Small Formalities • We are here to help – please ask questions! If we cannot respond directly, we will do so as soon as possible after today • We will take regular comfort stops, but feel free to replenish coffee cups at any time – you don’t need to raise your hand to leave the room! • Could we please ask for mobiles / pagers to be set to silent and any calls, texts, Facebook updates etc be done outside the training room • Anticipated finish time is 16:30 – please let us know if you need to escape before then • Relax! And remember – when you are in a classroom, there is no such thing as a ‘dumb’ question, so ask away (your neighbour probably wants to ask the very same thing!)

  4. Course Objectives • By the end of today, you will be able to understand and describe: • The main elements and benefits of the Genesys routing and reporting infrastructure and how it has been implemented at ACAS • The CC Pulse application, how to login and access its functions, the structure of templates and workspaces and from where metrics and statistics are derived • The Contact Centre Analyzer historical reporting suite and its associated structure and workflow within Genesys • The Hyperion reporting application, how to login, retrieve canned reports and understand their data • The Siemens ‘AgentPoint’ softphone, how to start the application and operate its various features and functions

  5. Agenda • Section 1 – Genesys Overview Section 2 – Real-Time Reporting Section 3 – Historical Reporting • Section 4 – AgentPoint • Section 5 – General Q & A

  6. Section 1 Genesys Overview

  7. Genesys – What is it? (and why we should not be scared!) • A ‘Computer Telephony Integration’ product • ‘Hooks’ into a traditional telephone system to provide:- Intelligent call routing- Advanced real-time and historic reporting (MIS)- Call handling across different media types- Outbound call management- Complex workforce management- Call centre efficiency & enhanced customer satisfaction • Comprises a number of ‘co-operating’ processes and applications – most of which operate in the background • Designed to achieve productivity gains by reducing transfers, consultations, wait time and call-backs, by getting targets ‘right first time’

  8. The Telephony ‘Big Bang’ – a brief history PSTN CallRouting CTI Link Real-Time Reporting PABX Historic Reporting Outbound Campaign ACD Group

  9. Adding information to the call PSTN CTI Link PABX ‘Place’ Voice Data

  10. Adding ‘intelligence’ to the call PSTN T-Server CTI Link PABX StatServer URServer Agent Skill Group Voice Data

  11. Queues & RoutePoints – wait your turn, please! PSTN PABX ACD QUEUE RAD IVR VoiceMail Virtual Hold ACD Group

  12. Queues & RoutePoints – the Genesys bit (1) PSTN PABX CTI Link Configuration Database ACD QUEUE RAD ACD Group

  13. Queues & RoutePoints – the Genesys bit (2) PSTN PABX CTI Link Configuration Database ACD QUEUES (English HL) Route Point Alias

  14. Queues & RoutePoints – Deployed at ACAS (1) ACDQ RoutePoint Alias RP # English Helpline Scottish Helpline Welsh Helpline

  15. Queues & RoutePoints – Deployed at ACAS (2) ACDQ RoutePoint Alias RP # Equality Direct PCC

  16. Routing – So, which way do I go? 08457 47 47 47 PSTN T-Server PABX 01256 730960 CTI Link DNIS 0960 English Helpline StatServer RP 6752 – Are we open? URServer Remote Announcement Device RP 6753 – “Welcome to ACAS…” EHL Agent Group RP 6756 – Target an Advisor Voice Data

  17. Virtual Queues – What…really? PSTN PABX CTI Link Configuration Database Helpline 6758 6756 6760 (Helpline_BasingstokeDX) English HL Scottish HL Welsh HL

  18. Virtual Queues at ACAS • Virtual Queues: • Exist only in Genesys – not in the PABX • Are used in conjunction with routing strategies • Provide extra flexibility in real-time and historical reporting • Can be created or deleted without impacting on the existing call flow

  19. Real-time Reporting – what’s going on now? PSTN T-Server CTI Link PABX StatServer CC Pulse Agent 1 on an inbound call Agent 2 in ‘not ready’ state Agent 3 not logged in Voice Data

  20. Historic Reporting – that’s so yesterday! PSTN T-Server StatServer CTI Link PABX CC Analyzer Hyperion Reports Agent 1 took 27 calls Agent 2 spent 4.5 hours talking Agent 3 was not ready for 80 minutes Voice Data

  21. AgentPoint – let your PC do the work! PSTN T-Server CTI Link PABX Voice Data

  22. Genesys – Here endeth the 1st lesson • Most of Genesys works ‘under the bonnet’ – no need to roll your sleeves up… • Initially, the only ‘visible’ parts will be CC Pulse, Hyperion and AgentPoint • After the appropriate training, Configuration Manager will be deployed, to enable local management of resources • Any questions? • Let’s take a break then, next up – Ms Johnson, with her CC Pulse and how to get the most out of this powerful real-time reporting tool

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