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PowerPoint Presentation. Real-time Statistics for Groups:.

roseanne-helen
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  1. PowerPoint Presentation

  2. Real-time Statistics for Groups: The IQ STAT screen shows the full status of every group. It also highlights in green, yellow and red the specific group information that has surpassed thresholds which you (the call center manager) can establish and set to match your specific goals.

  3. Threshold Monitor: You can set the thresholds for each group to match your call center requirements for the group. This is invaluable since sales groups have completely different acceptable thresholds compared to a technical support group.

  4. Real-time Agent Graphics & Text: ii SuperNOVAE IQ II allows the supervisor to view agent information in either a graphical or a text view. SuperNOVAE IQ II allows for the supervisor to create their own custom views of their call centers. (Shown below) Graphically: Text:

  5. Real-time Floor plans: The floor plan view shows up to 12 agents per view and up to 6 total views. You can also make your own template using a paintbrush program to resemble the layout of your office or call center. You can move agents from within the floor plan. Floor plans are shown by station number instead of agent ID so you can see who is at a particular station at a given time.

  6. Multi-group Display: Our multi-group display allows you to view the four important queue items graphically for all groups across the screen. This makes it easy for you to pay greatest attention to the group with the most need.

  7. Real-time Group & Agent Stats: The real-time screens for group and agent statistics show the accumulated totals for the selected groups/agents for the entire day. It updates as the day progresses.

  8. Wizard Group Reporting: Probably the greatest feature of SuperNOVAE IQ II from a user interface standpoint is our easy method of defining report templates. Simple dials and calendars make it easy to use. This facilitates a virtually unlimited reporting capability.

  9. Wizard Agent Reporting: Probably the greatest feature of SuperNOVAE IQ II from a user interface standpoint is our easy method of defining report templates. Simple dials and calendars make it easy to use. This facilitates a virtually unlimited reporting capability.

  10. Message Center: With our optional IQ-NET product or IQ-LIGHT product, supervisors can send messages to their staff and control the color and repetition of the displayed message.

  11. IQ-NET: • ( IQ-NET allows individual agents to see a virtual sign board on the bottom of their screens. There is also a large screen option designed for a large screen TV or projector. IQ-NET licenses are sold in 5-user units.

  12. Configure Route Plan, Group & Agent Views: SuperNOVAE IQ II provides up to 3 views per supervisor of route plan, group and agent data. This allows the supervisor to custom select which individual route plans, groups, and agents to view. This is ideal for call centers that assign agents from multiple groups to different supervisors (teams) as each supervisor can hand-pick which agents to monitor. This also allows a supervisor to watch only the route plans or groups that the supervisor has staffing responsibilities over.

  13. Graphing: You can easily run reports and graph the results to see a clear view of agent performance. To the right, you can see that Barb (2nd from right) is your best agent percentage-wise for staying on ACD calls. You can also see that Martha (2nd from left) spends the most percentage time in wrapup. Sam (3rd from left) spends the most percentage time in Not Available. Barb also spends the least percentage time ready (meaning she stays busy). The Non-ACD time is reasonably uniform for all agents. Because this graph includes data over a period of 3 1/2 months, it gives a clear overview of the performance of each agent.

  14. Graphing Continued: This graph is for the same range of dates as the previous graph but shows only ACD talk time. Barb, who appeared to be our best agent on the previous graph, shows here to actually spend the least total time on ACD calls. Barry, who looked pretty average on the previous screen, shows up here to be our best agent. Clearly, Barb only takes calls when the call center gets very busy.

  15. PC Specs.: PC Specifications - The SuperNOVAE IQ software does not require a dedicated PC, saving valuable desk space and reducing the need for extra hardware. General requirements: • Minimum: Pentium 300MHZ for PRIMARY or 1GHZ for LOGIX or TOTAL LOGIX. • Recommended: Pentium 1GHZ for PRIMARY or 2GHZ for LOGIX or TOTAL LOGIX. • Windows 2000 or XP operating systems; RAM at least 256 Mbyte. • One or Two dedicated comm ports, based on your application. • SVGA monitor set to 800 X 600 dots per inch minimum for Rev 1. • SVGA monitor set to 1024 x 768 dots per inch minimum for Rev 2. • 19 inch monitor and 1024 x 1280 resolution recommended for best results. • 1 Gig plus disk drive. Size of drive determines months of ACD statistic storage. (Rule of thumb, figure 25MB/month for an average call center). • Net interface card (NIC) if configured for IQ NET or IQ VIEW. IQ NET and IQ VIEW require 'DRIVER MAPPING' from each client machine to the SuperNOVAE IQ server machine.

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