Date post: | 14-Dec-2015 |
Category: |
Documents |
Upload: | derek-wrye |
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Important Differences Then and Now
for Agents
• Then – Made yourself available for calls by pressing the
available/unavailable button on Rolm phone
• Now – Must logon to ACD Agent software available on
desktop of your pc
Important Differences Then and Nowfor Supervisors
• Then – Pressed the Supervisor button to see call queue– Unaware of who was available/unavailable
• Now – Login to ACD Agent and Supervisor software
available on desktop of your pc– See status of all agents– See calls answered, in queue, abandoned, etc.
Supervisor Screen
• displays
Supervisors logged in
Agents logged in
Current status of each agent
• ready
• not ready
• on a call
Summary and Detailed Reports 27 Different Reports Available
1. Abandoned Call Detail Activity Report2. Agent State Detail Report3. Agent Summary Report4. Contact Service Queue Activity Report5. Detailed Call by Call Report6. Traffic Analysis Report
Can be run daily, weekly, monthly, etc.