Panasonic Dbs 576 Instructions Manual

Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-5
Figure 2.  Standard ACD Package
How ACD Can Benefit Customers
Among the many benefits that ACD can provide to users, nothing compares 
to the overall increase in Customer Satisfaction that can be gained using 
this tool. 
Callers entering into ACD systems have the comfort of knowing that their 
call is being processed by prompting the caller periodically through various 
messages. ACD above all else, eliminates...

OV-6 DBS 576/HD issued September 2001 576/HD-50-525
Overview Section 525 - ACD/MIS Reference
An effective ACD system can also provide Increased Revenue 
opportunities for an organization. By handling more calls at a time than 
number of Agents, potential customers can wait in Queue for an Agent to 
become available to assist the customer and/or take an order. This process 
greatly decreases and minimizes potential customers from abandoning calls.
Finally, the ACD system provides a call center with...

Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-7
time each agent has been busy, and routes the call to the agent who has 
been busy the least amount of time.
• Longest Idle Distribution - The software analyzes the agent group to 
determine which agent has been idle for the longest period of time, and 
routes the call to that agent.
Agent Wrap Function (Standard ACD Package)
Each agent can be programmed to allow wrap-up time on a conversation 
with the customer...

OV-8 DBS 576/HD issued September 2001 576/HD-50-525
Overview Section 525 - ACD/MIS Reference
In addition, the supervisor can customize this PC application to provide 
alarm thresholds. If a threshold has been exceeded for example, the color of 
that data can be changed for a visual indication. If the supervisor desires an 
audible alarm under these conditions, that can be programmed as well.
Agent View (MIS Package) 
The MIS package also provides the option for software wallboard 
functionality. Any...

Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-9
Agent Features
For the Agent, the Panasonic ACD system provides simple agent 
functionality to ensure that external calls are being handled in the most 
efficient way.
Log-in/Log-out 
An available Feature Function key on an Agents phone can be programmed 
as a Log-in/Log-out key. Simply depress the key, enter the Agent ID 
number, and that particular agent is now logged into the ACD system and is 
ready to...

OV-10 DBS 576/HD issued September 2001 576/HD-50-525
Overview Section 525 - ACD/MIS Reference
Agent up to 600 seconds to write notes, enter data, or perform any function 
that is needed after calls are completed. 
Wrap mode is beneficial in that it does not require the Agent to have to log 
out of the group, or make them unavailable. This feature is programmable 
by the supervisor on an Agent-by-Agent basis.
Zip Mode 
If Agents are using headsets (a popular application), then you will find the 
Zip Mode...

Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-11
Supervisor Features
One of the benefits of the built-in ACD is the various supervisory functions 
that are part of the standard ACD Package. The supervisors of course, are an 
integral part of maintaining an effective call center.
The Panasonic ACD provides the Supervisor with the following tools for 
efficient call control and Management.
Silent Monitor 
There may be several instances where a Supervisor might...

OV-12 DBS 576/HD issued September 2001 576/HD-50-525
Overview Section 525 - ACD/MIS Reference
Figure 4.  Typical Traffic Information
SYSTEM INFO MENU
AGENT GROUP 1→
AGENT GROUP 2→
AGENT GROUP 3→
SYSTEM→
SYSTEM INFOAGENT GROUP 1
TRAFFIC INFO→
WAITING CALL→
AGENT STATUS→
SUPERVISOR MENU
SYSTEM INFO→
MIS REPORT→
CUSTOMIZE→
DISP SYS INFO→
SYSTEM INFOAGENT GROUP 1
TRAFFIC INFO→
WAITING CALL→
AGENT STATUS→
TRAFFIC INFOAGENT GROUP 1
TOTAL CALLS XX  
MAX WAIT  XXXS
LOGIN AGENT XX
AVAILABLE XX 

Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-13
•Waiting Call - This screen gives the Supervisor important information 
on individual calls that are waiting to be answered in the group. This 
information will display the Trunk number of the call, and the length of 
time the call has been in a Queue status. A sample is shown below in 
Figure 4:
Figure 5.  Typical Waiting Call Information
•Agent Status - In this screen, the Supervisor can see the Agent Group...

OV-14 DBS 576/HD issued September 2001 576/HD-50-525
Overview Section 525 - ACD/MIS Reference
commands include Playing 1 of 6 different 96 second messages, 
Forwarding to other ACD groups or to Voice Mail, Searching the Agent 
groups for availability, Ending the script, Returning to any spot within 
the script.
•Supervisor Editing - There may be cases where the Supervisor would 
like to change the script. For example, perhaps inclement weather 
prevented employees from making it to the work destination....