Transcript No Slide Title

“Communications Without Compromise”
Elite ACD Plus
Call Center Solution
 Elite ACD Plus is a powerful small office Call Center solution
• Designed for exclusive use on the Elite 48 and Elite 192
• On Board Solution = Reliability and Cost Effectiveness
• Shares Elite Processing
• Supported by Battery Back up
• Single manufacturer
 Capacity
• As few as 2 or as many as 132 Log-in ID codes
• # of Agents: up to 120
(40 logged in at the same time)
• # of Supervisors: up to 12
• # of Groups: up to 4 (multiple group assignment)
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Administration
Defining and updating the call center configuration is accomplished through a PCbased program. Through this interface, the system administrator is capable of
defining the ACD group parameters, assigning agents to specific groups, and
configuring the overall operation of the call center.
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Powerful Functions - Auto Attendant
Touchtone digits during any message can
direct callers to a particular ACD group,
hunt group, voicemail or a direct station
 On/Off per ACD
• AA-Day Messages
(per group)
• ACD Greeting Message
 On/Off per group
• Night Message
• 2 Refresher Messages
(per group)
• In-queue announcements
• Header
• Numbers(per group)
• Trailer Messages
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Powerful Functions - Per Group
 Night Mode Options
 Internal and external transfer during messages
 Individual group Overflow destinations
• based on seconds in queue
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Powerful Functions - Per Agent
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Indicate longest holding time on phone display
One-touch Supervisor Assistance ability
Monitoring (Barge-In) function
9 Preference/Skill Levels
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Specifications
Equipment
Must use Dterm Series E / Electra Elite Terminals with softkeys
System Software Series S6000 (6.00) is required
PC Requirements
Microsoft Windows 95/98, NT, XP, or XP Professional operating system
IBM-compatible machine with at least a Pentium 133 MHz CPU system
Minimum 10 MB of available hard disk space
Minimum 32 MB of RAM (32 MB will suffice to run the Server software alone,
or the Monitor or Administrator software alone. If all of these applications will
be running on the same PC, 64 MB of RAM is required)
CD-ROM drive, Unused serial port for connecting to the KSU, Mouse, Printer
(optional)
NEC strongly recommends running the server on a dedicated PC
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Benefits
Improved Customer Service
Features, reporting and interface use.
Improved Employee Productivity
Preferred agent routing.
Agents self-monitor ACD performance.
Management of Call Center Work Load
Information through real-time displays and within historical reports.
Easy to Use
Agents trained in minutes.
Supervisors information in clear, concise tables and graphs.
Value
Numerous features and capabilities in an easy-to-install system.
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Steps to logging in:
2
1. Call ACD Pilot number
2. Enter Login ID, press OK; 3 possible errors
 Invalid ID
 Duplicate User
 No Groups for Agent
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3
Steps to logging in:
3. Enter Password, Press OK
4. Select to log-in as Agent (No=Supervisor)
5. Select Agent groups to Log-in to by pressing
1-4 on dial pad, Press OK when all desired
groups are entered
6. Take calls/Monitor
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5
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Softkey Operations - Agent
 Log Out, Break/Break-off, Wrap/Wrap-off, Stats
Group Stats per group you’re logged into
group name/number(eight characters)
# agents logged in
queue depth
oldest holding call time
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Softkey Operations - Supervisor
 Log Out, Set Message, Night Mode, Stats
Night Mode can be set for
each group individually
Group Stats for all groups
group name/number(eight characters)
# agents logged in
queue depth
oldest holding call time
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Agent SoftKeys
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Supervisor Softkeys
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MIS Monitor - Thresholds
A link between ACD Plus and the
supervisor’s personal computer can
provide detailed information about
the call center operation.
Thresholds can be defined for most
statistics, so that a field is highlighted
if the data reaches the predefined
level.
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MIS Monitor – Real Time
Call center statistics can be viewed in a real time
graph displayed in the upper right hand corner of
the screen. This provides current data regarding
agents or ACD groups in an easy-to-read format.
The supervisor is able to select from seven predefined graphs.
The Queue Status and Call Summary portions of
the Monitor window provide real-time performance
data for each of the ACD groups.
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MIS Monitor - Agent Status
Avail
Avail
Logd Off
Avail
Wrap
Avail
On the left hand side of the screen,
all agents are displayed in each of
the ACD groups.
The agent’s current state is noted as
a color-coded entry, along with the
time that the agent has been in the
current state.
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Management Information Support
User selected
graph or text
report
Agent Status
1 to 4 groups
In-Queue
Status
Agents logged
into multiple
groups
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Management Information Support
Reports
MIS Screen
can run in
the
background
•On Demand
•Scheduled
Wallboard Option
Up to 4 Wallboards (1 or 2-line)
Simple Serial Connection to PC
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Elite ACD Plus Reports
ACD Abandon Time Report/Graph
Average time a caller waits before abandoning a call.
Shows: Hour, Average time to abandon
Auto Print – (Sets the automatic print options.)
Daily – for the previous day
Weekly – printed on Sunday
Monthly – printed on the 1st
Group Stats Reports:
Agent Stat Reports:
Agent Stats – Time Log Report /Graph
Shows: Agent ID, Logged in time, Time
spent in break mode, Time spent on ACD
calls, Time spent on non-ACD
calls(incoming/outgoing CO calls only),
number of ACD calls
Agent Stats – Call Processing
Report/Graph
Group Stats – Call Processing Report /Graph
Group Stats – Call Traffic Report/Graph
Shows: Agent ID, Number of ACD calls,
Average time spent on ACD calls, Average
time spent in break mode, Average time spent
on non ACD calls(incoming/outgoing CO call
only)
Shows: Group ID, Number of Abandoned calls, Number of Answered calls,
Number of Calls Offered
Agent Stats – Call Traffic by Hour
Report/Graph
Group Stats – Call Traffic by Hour Report/Graph
Number of calls answered during the userdefined period.
Shows: Group ID, Average time on ACD calls, Average time on non ACD
calls(incoming/outgoing CO call only), Average time in break mode, average
wait time
Number of calls answered, abandoned, and calls offered(received) per
active ACD group on an hourly basis for each day in the selected period.
Shows: Hour, Answered calls, Abandoned calls, Calls Offered
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Historical Reports
The ACD collects detailed records on all activities within the call center. To help
interpret this information, the ACD Plus system includes a report writer, which
allows the supervisor to define the time period, and specific data that needs to be
analyzed. Functions are also provided which allow reports to be automatically
generated and printed on a regularly scheduled basis. Within the ACD Plus
Monitor program, the supervisor can access the report writer. This utility provides
seven basic report formats, which can be customized to include statistics for a
specific time period. The report can then be displayed in graphic or tabular form
and sent to a printer.
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WallBoards
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Elite ACD Plus - UCD - ElectraStat
Feature
Elite ACD Plus
MIS application supports LAN capabilities
Yes, Monitor application can be used on
up to five different PCs at same time
Agent, Supervisor, and Queue configuration changes can
be done by end user using Administration application
over LAN connection
Yes, one Administration session can be
active at one time and it can be installed
on up to 5 PCs
Auto Log out function for Agents who leave while
still logged in
Agent or Supervisor can view queue statistics on phone
Yes, set on a per queue basis
Yes, number of available Agents, calls in
queue and time longest call has held
are available for each queue the Agent or
Supervisor is logged into
ElectraStat ACD
No
No - changes
require service call
UCD
No
No
No
No
No
No
Supports two line wallboard
Yes
No
No
Delay Announcements contained on ACD Card
Yes
No
No
Announcements can be enabled or disabled on
per queue basis
Yes
No
No
No
No
Caller can dial out of queue to any valid extension
Yes, callers can dial out of queue while
listening to delay announcement.
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