BusinessPhone Communication Platform 5.1
Facilities

## Call Centre Supervisor

## General

Call Centre Supervisor is an advanced monitoring and statistics processing program for ACD-applications in ASB 150 02. The program is PC/WINDOWS-based and works in real-time, which means that the ACD-status information is continuously updated. Thus updated information concerning traffic in an ACD-system is always available and it is possible to act immediately if so required.

The PBX sends information via a serial interface (V.24/RS232C). The program presents, processes and stores the information. Statistics are transferred after each call to the PC's disk memory for updating the archives. Monthly database information can be transferred to Back-up in order to unburden disk storage. This data can later be restored to provide historic reports.

Data reports as ASCII files are available for post processing purposes. It is possible to export the information in different formats (ASCII, Winword, Excel, Lotus, etc.).

Generally speaking the functions of the program can be divided into three main sectors:

- Real-time presentation
- Real-time statistics
- Report generation

### Real-time presentation

The presentation of real-time status information on the PC screen is provided in different windows.

The program uses the following collective designations:

- ACD-Group = Agents who have logged onto a certain queue
- ACD-agent group = An arbitrary group of agents that can be formed and used for presentation and statistics

The agent group has no equivalent in the ASB 150 02 system, it exists only in the CCS program.

Real-time status for each individual group is presented in graphic form on the display as a multicoloured histogram. Each colour represents a stated status position.

In each histogram a digit is also presented that states the number of agents who are in the indicated status.

The following status information is presented:

- Available
- Queue
- Ring
- Talk
- Clerical
- Occupied

For agent groups the status is provided in the corresponding manner although with other information.

Detailed information can be fetched from group level all the way down to agent level or trunk level, depending on which window is used.

Detailed information that is supplied for different groups:

- Agent's name -> ACD- and Agent-groups
- Time of current status -> ACD- and Agent-groups
- Extension number -> ACD- and Agent-groups
- Trunk number -> ACD- and Agent-groups
- ACD-group association -> Agent groups

Individual detailed information for each individual agent and trunk is obtained by selecting another window.

### Real-time statistics

Processing in real-time is going on continuously and provides access to statistics relevant to key events in the ACD-system. The statistics are presented in conjunction with the relevant group window in a special window.

#### Real-time statistics for ACD-groups

- Calls Offered
- Calls Answered
- Calls Transferred In
- Calls Abandoned
- Calls Overflowed Out
- Calls Overflowed In
- Calls Rejected
- Service Level%
- Service Level Total
- Average Queue
- Average Ring
- Average Wait to Answer
- Average Wait to Abandon
- Longest Wait

#### Real-time statistics for Agent-groups

- Calls Offered
- Calls Answered
- Calls Abandoned
- Average Ring to Answer
- Average Ring to Abandon
- Occupancy%
- Longest Ring
- Longest Talk
- Longest Clerical

#### Alarm values

Alarm values (threshold values) can be programmed for all ACD-agents and agent groups with regard to real-time statistics.

The alarm values are defined to automatically obtain indications of non-desirable situations (e.g. maximum queue length or time; maximum ringing time etc.). Alarm is indicated by digit indication, histogram or by a change of colours of statistics values.

##### Alarm values for ACD-agent groups

- Average time in queue (seconds)
- Average time in ring (sec.)
- Average wait to abandon (sec.)
- Average wait to answer (sec.)
- Calls abandoned (%)
- Calls in queue (no.)
- Longest call in queue (sec.)
- Service Level (%)

#### External status displays

As an additional accessory to the real-time status and statistics presentation on the PC-display it is possible to connect external large status displays.

The status displays are intended for installation at agent groups so that essential information can be issued by the supervisor.

The messages on the display consist of a combination of free text and/or key values such as the number of abandoned calls and current queue status.

##### Displays supported

Data Display:

- Single Line, Single Colour
- Single Line, Multi Colour (3)
- Multi Line (3), Single Colour
- Multi Line (3), Multi Colour (3)
- Multi Line (8), Multi Colour (3)

On Screen Displays

- 1 Line, 5 Colours
- 3 Line, 5 Colours

### Report Generation

#### Statistics processing and filing for report generation

Data is sent regularly to the program's database for processing and filing. Up to nine different main reports can be generated from the database. The reports can be read directly from the display or be printed out on a printer connected to the PC.

If no more information can be stored in the fixed disk memory, an automatic indication is obtained so that data can be transferred to a floppy disk for filing. The data can later be retrieved and provide reports. This means that statistics history can be made available for an unlimited period of time.

The reports may also be exported to a disk in formats that can be imported into Excel or Lotus spread sheets.

#### Agent performance (Agent group)

This report provides a detailed overview of the call handling by the respective agents.

#### Agent activity (Agent group)

The report shows the distribution of ACD-calls among the various queues where the agent has been active as well as the mean call duration for the relevant queue.

#### Trunk utilisation (ACD-group)

This report provides detailed information on how the trunks belonging to an ACD-group have been used.

#### Agent group performance (Agent group)

The report provides a total overview of the productivity of an agent group.

#### Answers report (ACD-Group)

The report shows how many calls have been answer-red, as well as data on average answering time, longest answering time and the number of answered calls within a defined period of time (seconds) and service level.

#### Delay time: abandoned calls

The report supplies information concerning the number of abandoned calls in relation to the total number of calls within a defined period of time (seconds), longest waiting time and average waiting time for abandoned calls.

#### Incoming ACD-calls (ACD-group)

The report provides detailed information about the incoming calls to an ACD-agent group, such as:

- abandoned calls
- incoming and outgoing diverted ACD-calls
- calls rerouted to the ACD-group answering position due to:

- no reply within the pre-defined time period
- maximum queue length
- overflow of the waiting time limit

#### Origin of call (ACD-group)

This report shows in detail the origin (source) of the ACD-calls. In addition to the total number of ACD-calls, the number of calls received from PBX-operator, internal lines and trunks are stated. The number of manually diverted or automatically redirected calls received by the group, is also stated. It is also possible to use more than one call code for characterizing a completed call.

#### Coding of ACD-calls

To each incoming ACD-call the agents can assign a call code. The agent can enter it by using the telephone key set. The entered call codes will be listed then in this report. The report supplies the total number of calls in each category. Up to 200 different codes can be used.

#### Formatting of reports

The main reports can be formatted in a number of different ways in order to obtain reports. See table next page.

Different report formats are possible:

- character-separated files
- comma-separated files (CSV)
- crystal reports (RPT)
- Data Interchange Format (DIF)
- Excel 2.1 (XLS)

- 3.0 (“)
- 4.0 (“)
- 5.0 (“)

- Lotus 1-2-3 (WK1)

- (WK2)
- (WK3)

- Quattro Pro 5.0 (WB1)
- Record Style
- Tab-separated text
- Tab-separated values
- Text
- Word for DOS
- Word for Windows
- Word Perfect

### New features in CCS V2.x

- Possibility to run under MS Windows 95
- Non ACD information
- ACD Pause information
- Banded Alarms

- It is possible to generate alarms for elements that are within a band or that are outside of a band.

- Print Queue Management

- Makes it possible to view the reports that are queued for scheduled printing during the current day. The user will be able to delete any report in the queue, but it is not possible to change the time of printing.

- Macro Scheduling

- A new dialog was added to allow the user to schedule macros for printing.

- Enhancement of External Device Driver

- A new protocol for driving external devices was created for CCS. This will allow different types of external devices to be connected to the CCS, not just wallboards.

- New Graphical Reports

- ACD Group Calls Answered Graphical report
- ACD Group Calls Abandoned Graphical report
- ACD Group Agent Activity Graphical report
- ACD Group Call Breakdown Graphical report
- ACD Group Call Handling Graphical report

- Crystal Reports V5.0

- CCS is shipped with the most up-to-date version of the Crystal Reports runtime engine.

- Auto Reboot

- The CCS can now be configured to automatically reboot once a week.

### New features in CCS V3.x

The following are the key functions which were added to CCS Version 3.0:

- LAN based client / server configuration
- Multi ASB 150 02 support
- Networked On screen display units
- Service Planner utility
- New trending feature, with short term predictions
- Floor plan with real time display
- Standard reports revised. New reports added

## Capacity

The Application software is designed for a maximum capacity of:

- 30.000 calls/day
- 4000 calls/hour
- 8 ACD-groups
- 60 trunk lines
- 1000 (0-999) Agent PIN codes
- 100.000 (0-99999) different Call Codes can be stored.

## Limitations

- Only one CCS program (either Standard or Basic) can have a physical connection to the ASB 150 02 System.

## Programming

See Start of Operation (2/1537-ASB 150 02 Uen).

## Equipment

### Protection Unit

An adaptation unit (also known as dongle) is required for every software release. This determines the number of agents supported by the system according to the structure of the product.

### System Telephone

The following telephones of the Dialog 3000 series may be used in combination with the CCS.

- DBC 211
- DBC 212
- DBC 213

#### Connection to the ASB 150 02

The following hardware is required for connection of the CCS To the ASB 150 02.

##### V.24 cable to connect ASB 150 02 and the PC

For detailed information about the connection to the ASB 150 02, see document Start of Operation (2/1537-ASB 150 02 Uen).

For detailed information about the installation of the software, see Installation Guide.

#### Personal Computer

Please refer to the Product documentation for the latest information about the standard PC Hard- and Software Requirements.

#### Documentation

For supply of the end-user with detailed information see also the user documentation for the CCS. The whole documentation is stored on a CD-ROM in Adobe PDF (printable document format) in two versions (designed for screen viewing and designed for printing). The CD-ROM is divided into two parts, one for V1.x and one for V2.x:

- BusinessPhone Call Centre Supervisor - User’s Guide
- BusinessPhone Call Centre Supervisor - Technical Guide
- BusinessPhone Call Centre Supervisor - Quick Reference Guide

Revision: F © Ericsson Enterprise 2003