Vodavi Discovery Acd User Guide
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Increase Sales Increase Agent ProductivityReduce Abandoned Calls Reduce Time in QueueReduce Operating Expenses Increase Service User Guide for MIS Reporting Package TheEnd-to-EndSolution for theOne-on-OneBusiness.
LVFRYHU\ $& (QG 8VHU *XLGH L Contents Introduction .........................................................................1 Real Time Screens ...............................................................1 Color Codes of Displays ..................................................2 Real Time Window ..........................................................2 Creating a composite real time screen .............................3 Graph Windows ..................................................................4 Statistics Windows - Changing Shift/Interval Time ........5 Using Alternative Labels .................................................6 Lock Function ..................................................................7 Large Character Windows .................................................7 Parameter Title Bars .........................................................7 Status Windows ...................................................................8 Alarms Configuration ......................................................8 What is the Reporter? ........................................................10 How Does the Reporter Work? ........................................10 Report Concepts and Terminology ...................................11 Devices .............................................................................11 Shifts ................................................................................13 Filters ...............................................................................13 Filter elements supported ............................................13 Report Templates .............................................................16 What Type of Report? ........................................................16 Event Reports ...................................................................19 Traffic Reports .................................................................22 Traffic Reports for Agents ..........................................22 Traffic Reports for Lines .............................................32 Traffic Reports for DIDs .............................................36 Utilization Reports ...........................................................40 Contention Reports ..........................................................43 Contention Report (standard) ......................................43 Contention Profile Report ...........................................43 Distribution Reports .........................................................44 Account Code Report .......................................................44 Working with Report Templates .......................................45
LL LVFRYHU\ $& (QG8VHU *XLGH ,VVXH -XQH Customizing Report Templates ........................................45 Event Reports ...................................................................46 Traffic and Traffic Profile Reports ..................................47 Traffic Reports ............................................................47 Agent Traffic Report ...................................................49 Traffic Profile Reports ................................................50 Group Traffic Profile Report .......................................50 Agent Traffic Profile Report .......................................51 Distribution Reports .........................................................52 Utilization Reports ...........................................................52 Extension Utilization Profile Report ...........................54 Account Code Report .......................................................55 Contention Reports ..........................................................56 Standard Contention Report ........................................56 Contention Profile Report ...........................................57 Creating a New Report Template .....................................58 Compiling a New Report ....................................................59 Printing Reports ...............................................................60 Filtering Data Using Shifts ..............................................60 Adding Filters to Report Items .........................................61 Exporting and Importing Data .........................................62 Saving Generated Reports ................................................62 Recalling a Saved Report ............................................62
)LJXUHV LLL ,VVXH -XQH LVFRYHU\ $& (QG8VHU *XLGH Figures Composite Real-time Screen Template Drop Down Menu ..3 Composite Real Time Screen ...............................................4 Real Time Call Statistics Dialogue Box ...............................5 Agent Statistics Window ......................................................6 Properties for the Agent Statistics Window ..........................6 Alarms Configuration Dialog Box ........................................9 Alarms Configuration Dialogue Box ....................................9 Reporter Toolbar ...................................................................45 Configure Report Template Dialog Box ...............................45 Configure Agent Event Report Dialog Box ..........................46 Configure Agent Group Traffic Report Dialog Box .............48 Configure Agent Traffic Report Dialog Box ........................49 Configure Agent Group Traffic Profile Report Dialog Box .50 Configure Agent Traffic Profile Report Dialog Box ............51 Configure Wait Time Distribution Report ............................52 Agent Utilization Report Template Dialog Box ...................53 Extension Utilization Profile Report Dialog Box .................54 Account Code Report Dialog Box ........................................55 Configure Contention Report Template Dialog Box ............56 Configure Contention Profile Report Template Dialog Box 57 Discovery ACD MIS and Reporter Toolbars ........................58 Reporter Toolbar ...................................................................60
LY7DEOHV LVFRYHU\ $& (QG8VHU *XLGH ,VVXH -XQH Ta b l e s Devices ..................................................................................12 Filter Elements Supported ....................................................14 Available Reports .................................................................17 Event Reports ........................................................................20 Agent Traffic Reports ...........................................................23 Extension Traffic Reports .....................................................28 Line Traffic Reports ..............................................................33 DID Traffic Reports ..............................................................37 Utilization Reports ................................................................41
LVFRYHU\ $& 8VHU *XLGH Introduction Your call center is important to your organization. After all, it’s where you and your customers meet, where every call is a revenue- generating opportunity. This means that there is a direct relationship between your call center’s performance and business success. Discovery ACD can play a significant role in that relationship, because with Discovery ACD you can measure customer satisfaction, as well as employee productivity. Discovery ACD provides real time, visual feedback on agent/rep activity, queue status and cumulative statistics combined with a flexible reporting package, integrating all the activities of your call center to offer managers the information needed for effective decision making. Statistical information can be accessed in two ways: †Real Time Displays †Reports Real Time Screens Discovery ACD provides an extensive set of user-configurable real time windows that display key information such as agent status, call queue, longest wait time or calls answered and abandoned on the PC monitor as well as on external (traditional) wallboards. To help you get familiarized with the program and the endless number of real time displays that can be created, Discovery ACD comes with a collection of predefined real-time screen templates. In a typical call center environment, a number of real-time screens are combined to provide a composite view of important parameters to monitor. With this in mind, Discovery ACD offers five types of real time windows from which to select. Each window type has many options that can be combined and saved as a template. The five types of real time windows are as follows: †Status display - lines, extensions, and agents can be monitored †Statistics displays - lines, DIDs, extensions, agents, and their corresponding groups can be displayed †Calls in queue graph - five options available †Wait-time graph - five options available †Large character display – Discovery ACDPlus includes more than 250 different types from which to choose.
5HDO 7LPH 6FUHHQV&RORU &RGHV RI LVSOD\V LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Color Codes of Displays Discovery ACD simplifies visuals using color coding to highlight the current state of a device. The colors are as follows: †Green - device is free (i.e., agent available, line free) †Blue - device is busy (i.e., agent on a call, in wrap-up, unavailable) †Yellow - device is ringing †Red - device alarmed (i.e., waiting time threshold exceeded) †Grey - device logged off Real Time Window Discovery ACD has extensive flexibility that provides easy customization of real-time window properties with just a click of the mouse. Perform the following steps: 1. Use the left mouse button to select the window to be edited by clicking anywhere within that window. 2. Click-on the right mouse button to view the window properties. A dialog box is displayed with the current settings for the selected window. 3. Edit the properties using drop-down list boxes, radio buttons, and check boxes as appropriate. Click-on OK to view the updated window. Supervisor machine must remain active 24 hours each day; reboot situations cause a temporary loss of real-time display visibility (visibility can be regained by inView client logging-off/-on ACD groups). If you are creating multiple windows of the same type or size, edit and size them before creating a new one. Using this method, only the device, device name, and parameter need to be changed. When a new window is created, that window defaults to the same properties and size of the last selected window.
5HDO 7LPH 6FUHHQV &UHDWLQJ D FRPSRVLWH UHDO WLPH VFUHHQ ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Creating a composite real time screen With Discovery ACD, you can create your own real time composite screens. The easiest way to do this, is to start with one of the default templates within the system (refer to Figure 1), copy it and change the copy by adding new windows to match your requirements. 1. Start by selecting the template you wish to copy from the drop- down list box on the toolbar, as shown: Figure 1: Composite Real-time Screen Template Drop Down Menu 2. Use the left mouse button to highlight and select the name of the template, then type a new template name over the current name, then press Enter. This makes a copy of the template that allows you to make changes without affecting the original. 3. Edit any windows within the default template as described in the section, Editing a Real Time Window in this chapter. 4. Click-on the New document icon on the toolbar and select the desired new window from the list displayed in the dialog box. 5. Windows can be moved, resized and minimized as needed similar to other Windows application. 6. Save the template by clicking-on the down arrow next to the drop-down list box on the toolbar, then selecting the template name you are using. The new template then can be saved if necessary. Composite screens (refer to Figure 2) can be designed on a per supervisor basis. However, the windows should be laid out logically and should only display relevant information. Too many windows and too much information can be confusing.