Forum™ 700 Call Center - Supervisor Application User Manual (BGC)

Forum™ 700
Call Center - Supervisor Application
User Manual (BGC)
Legal notice:
Belgacom and the Belgacom logo are trademarks of Belgacom. All other
trademarks are the property of their respective owners.
The information presented is subject to change without notice.
Belgacom assumes no responsibility for inaccuracies contained herein.
Copyright © 2013 Belgacom. All rights reserved.
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Directives:
- 2004/108/EC (concerning electro-magnetic compatibility)
- 2006/95/EC (concerning electrical safety)
- 1999/5/EC (R&TTE)
Chapter 1
General Overview
Supervisor Application Presentation .............................................. 1.1
Functions ....................................................................................................... 1.1
Limitations ..................................................................................................... 1.1
Accessing Supervisor Application .................................................. 1.2
Supervisor Application Interface Overview .................................. 1.2
Monitoring Area Presentation ........................................................................ 1.3
Toolbar Presentation ..................................................................................... 1.7
Chapter 2
Agent Supervision
Displaying Agent Activity .................................................................... 2.1
Changing Agent Status ........................................................................ 2.1
Assigning an Agent to a Group ......................................................... 2.2
Chapter 3
Call and Group Supervision
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Displaying Group Activity ................................................................... 3.1
Group Parameters ......................................................................................... 3.1
Call Parameters ............................................................................................. 3.2
Displaying and Modifying Agents Belonging to a Group ........ 3.3
Changing Group Status ....................................................................... 3.3
Chapter 4
Display Customization
0-2
Selecting Agents to be displayed ..................................................... 4.1
Selecting Groups to be Displayed ................................................... 4.2
Organizing Groups and Agents Layout ......................................... 4.2
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1.1
Supervisor Application Presentation
The Supervisor application allows you to view real-time information on the activity of the Call
Center and to simultaneously change parameters, the status and assignment of agents,
groups and ACD (Automatic Call Distribution) calls.
You therefore have real-time access to information such as the number and status of the
agents connected, the number of calls waiting, of calls deterred or lost, and the status and
composition of groups.
1.1.1
Functions
The Supervisor application can be used to perform the following operations:
Observe Call Center activity
The Supervisor application provides a tool which can be used to immediately check the status
of your team. In real-time you can:
-
Observe the status of agents assigned to telephones: free, on a break, post-processing or
busy
-
Observe agent activity
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Observe agent activity rate (displayed as percentage)
-
Observe the status of groups defined in the Call Center
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Observe group activity: number of calls waiting, received, processed, abandoned,
deterred, number of transactions conducted
Manage Call Center activity
You can intervene to:
-
Modify agent status: on duty, off duty, clerical work or temporary absence
-
Modify group status: open or closed
-
Assign agents to groups
-
Modify agents belonging to groups
Customize the display of the Supervisor main window
Note:
The supervisor can also act as an agent. However, the Supervisor application cannot under any
circumstances replace the Agent application.
1.1.2
Limitations
Following the re-looking of ACD PC based applications from OmniPCX R6.0 up to recent and
future implementations, the Supervisor application is no more windows like.
The consequences are:
-
The display font size for PC desktop screen must remain the default value (100%) to
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guarantee a good display of all ACD application layouts
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A mouse right click on the application icon on windows tasks bar has no effect (no
contextual menu is proposed)
In addition, the minimal display resolution of the screen must be: 1024 x 768 pixels
1.2
Accessing Supervisor Application
Procedure:
1. On the desktop, click the Supervisor icon.
The connection properties window appears:
Figure 1.1: Connection Window Example
2. In the Server name field, enter the server name or IP address.
3. In the Language drop-down list , select the language in which the screens will be
displayed.
4. If necessary, validate the checkbox if connection must be always to the same server
5. Click Connection.
The Supervisor application window is displayed and you are now connected.
You can now supervise the activity of the Call Center.
To exit the Supervisor application, click on
in the upper right-hand corner of the window
to close the application window.
You are now disconnected from the Supervisor application.
1.3
1-2
Supervisor Application Interface Overview
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Figure 1.2: Supervisor Application Window
The Supervisor application window consists of:
1. A monitoring area which provides real-time information on groups and agents configured in
the Call Center
2. A toolbar for operations on agents and groups displayed in the monitoring area
1.3.1
Monitoring Area Presentation
Figure 1.3: Monitoring Area Example
The monitoring area typically shows groups and agents in a grid:
-
Groups are displayed in a row. Up to eight groups can be monitored. Each group is
represented by a graphical view providing real time information on group activity (see:
Group Status View )
-
Agents are displayed in one or more rows. Up to thirty-two agents can be monitored.
Each agent is represented by a graphical view providing real time information on agent
activity (see: Agent Status View )
The display of groups and agents can be customized:
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Groups and agents can be hidden in the monitoring area.
-
The placing of group and agent icons in the monitoring area can be modified.
For more information on the customization of the display, see: Supervisor Application - Display
Customization
1.3.1.1
Group Status View
Figure 1.4: Group Status View Example
The group status view consists of:
1. Group name
In the Supervisor application, the group name takes the form: Group <number from 1
to 8>. This group name does not reproduce the group name configured in the ACD
general parameters of OMC.
2. The graphical representation of a group (identical for all groups in the monitoring area)
3. Group status indicated by a background color:
Color
Meaning
Green
Group opened
Orange
Group saturated
Red
Group in dissuasion
Gray
Group closed
4. A graphic labelled A (A for Awaiting). It indicates when the group is ready and awaiting
calls
5. A graphic labelled S (S for Saturated). It indicates when there are too many calls and the
group is overloaded.
A given group is shown as overloaded as follows:
• Group x saturated (orange): no agents are free in the group, the next call is placed in
the queue.
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Group x dissuasion (red): the time elapsed since the group was saturated is greater
than the time defined in the parameter Time Delay With Flashing of Overload
Messages.
Note:
The parameter Time Delay With Flashing of Overload Messages is configured by the system
administrator.
6. Group identity number
7. A graphic labelled D (D for Dissuasion). It indicates when the group is not ready. Calls are
routed to a dissuasion resource
Available operations
From the group status view, you can:
Display the group activity (see: Supervisor Application - Call and group supervision Displaying Group Activity )
-
Display and modify the list of agents belonging to the group (see: Supervisor Application Call and group supervision - Displaying and Modifying Agents Belonging to a Group )
-
Change the group status (see: Supervisor Application - Call and group supervision Changing Group Status )
Agent Status View
___change-end___
___change-begin___
1.3.1.2
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Figure 1.5: Agent Status View Example
The agent status view consists of:
1. Agent name
2. Directory number of the agent set
3. Agent status indicated by an icon and a color. The background color allows to identify
agent status quicker in the monitoring area (green: normal, orange: exceptional and red:
problematic).
table 1.2: Available Values for Agent Status
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Status
Meaning
On duty
The agent is logged on and ready to take ACD calls
Being routed
The agent set is reserved for a call currently being transferred to it (the set is not yet ringing)
Ringing
The agent's set rings after transfer of the ACD call
ACD busy
The agent answers an incoming ACD call
Idle
The agent has just hung up after an ACD call. Agent is then
given an idle period before another ACD call is sent
Click2Call
The agent is in a Click2Call conversation
Clerical work
The agent withdraws temporarily from the call distribution
chain. Following an ACD call, the agent may need to assess
the call (for example, fill out a customer information screen)
Temporary absence
The agent has temporarily gone off duty for a break. Periods
of temporary absence are not considered as work time.
Not available
The agent answers an incoming non-ACD call
Busy, Outgoing
call
The agent does an outgoing non-ACD call
No answer
The agent does not answer an ACD call. Two scenarios are
possible:
• If the parameter Agents That Do Not Answer Are
Automatically Removed has been activated, the agent
is taken off duty.
• If the parameter Agents That Do Not Answer Are
Automatically Removed has not been activated, the
agent stays off duty for the time period defined in the
parameter Duration of an Agent’s Temporary Removal After Failure To Answer before being switched back
to Awaiting Call status.
Note:
The parameters Agents That Do Not Answer Are Automatically Removed and Duration of an Agent’s Temporary Removal After Failure To Answer are configured by the system
administrator.
Faulty
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The agent has not dialed a correct directory number or the
agent's set is out of service
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Status
Meaning
Off duty
The agent has withdrawn from all ACD groups or the agent
has no associated set. The agent is no longer available to
take ACD calls
4. Agent identity number
5. Agent activity rate (%)
6. The Force automatic call answer feature is enabled for this agent
Available operations:
From the agent status view, you can:
1.3.2
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Display agent activity (see: Supervisor Application - Agent Supervision - Displaying Agent
Activity )
-
Change the agent status (see: Supervisor Application - Agent Supervision - Changing
Agent Status )
-
Display and modify the list of groups to which the agent can be assigned (see: Supervisor
Application - Agent Supervision - Assigning an Agent to a Group )
Toolbar Presentation
Figure 1.6: Supervisor Console Window Example
The toolbar provides the following options:
Button
Click, to:
Show or hide the dotted lines in the monitoring area. The dotted lines represent grid
outlines. This allows you to move groups
and agents easily in the monitoring area
when the
button is activated
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Button
Click, to:
Customize the display of the group and
agent in the monitoring area. Groups and
agents can be moved manually in the monitoring area
Note:
This feature is only available when the Specific
option is validated in the application settings (
Supervisor Application - Display Customization Selecting Agents to be displayed ).
Modify the agent display in the monitoring
area. Agents are automatically placed
above groups:
- Agents are placed above
- Groups are placed below
Modify the group display in the monitoring
area. Groups are automatically placed
above agents:
- Groups are placed above
- Agents are placed below
Select groups and agents to display in the
monitoring area
Display:
- The Click2Call Log to export its information filtered by start and end date in a
CSV format file
- The SCR traces to export its information in a CSV format file
Display the supervisor software release
Display help contents
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2.1
Displaying Agent Activity
1. From the monitoring area, double click the agent name of the selected agent status view
The agent activity window opens:
Figure 2.1: Agent Activity Window Example
The agent activity window provides the following information:
• Name: agent name
• Extension: extension number of the agent set
• Status (and icon on the right side of the window): agent status
For more information on the available values for agent status, see: Supervisor
Application - General Overview - Agent Status View
• Groups: groups in which the agent has been assigned
• The percentage indicates agent activity rate, which corresponds to the ratio between
the time spent on ACD calls in the selected time slot and the period of time used to
calculate activity rates (1 hour or 1/2 hour).
2. Click the close icon on the top part of the window to exit
2.2
Changing Agent Status
You can change the agent status in real-time. For example, if the number of calls is becoming
excessive, you can change the status of agents so that they remain on duty and take calls.
___change-begin___
1. From the monitoring area, double click in the middle of the selected agent status view
The agent's parameters window opens:
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Figure 2.2: Agent's Parameters Window Example
2. In the Status field, use the drop-down list to select one of the following values: On duty,
Off duty, Clerical work or Temporary absence
3. Select the Force auto answer check box to enable the Force automatic call answer
feature
4. Click OK to confirm status modification.
The status of the agent is changed in real-time.
5. Click the close icon on the top part of the window to exit
2.3
Assigning an Agent to a Group
You can change the content of groups by moving an agent from one group to another,
depending on the call load in the queue, the duration of calls or the workload observed.
1. From the monitoring area, double click in the middle of the selected agent status view
The agent's parameters window opens (see: figure: Agent's Parameters Window Example
)
The Groups area provides the group list to which the agent can be assigned
2. In the Groups area, check the boxes to select the groups in which the agent can be
assigned
3. Click the close icon on the top part of the window to exit
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3.1
Displaying Group Activity
1. From the monitoring area, double click the group name of the selected group status view
The group activity window opens:
Figure 3.1: Group Activity Window Example
The group activity window lists the following parameters:
• Group name and status (see: Group Parameters )
• Call distribution (see: Call Parameters )
2. Click the close icon on the top part of the window to exit
Note:
Parameters are grayed when their counter is set to zero.
3.1.1
Group Parameters
Group parameters include:
-
Group name
-
Group status:
• Open(M): group forced open
• Closed(M): group forced closed
• Open: group opened (depending on time slot or contact)
• Closed: group closed (depending on time slot or contact)
Note:
The letter M next to the status indicates when the group status has been manually modified (see:
Changing Group Status ).
-
Graphics labelled S for saturated, A for awaiting and D for dissuasion. For their meaning,
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see: Supervisor Application - General Overview - Group Status View
3.1.2
Call Parameters
Call parameters include:
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Answered Calls
The number of ACD calls being started (even if the conversation time is 0 seconds),
regardless of the group (called or through overflow).
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Connecting to called party
The number of calls presented (and not yet processed) to ringing agent sets.
-
Agent available
The number of agents in the group ready to take calls. This number is decremented each
time an agent is in communication
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Waiting Time < Overflow Time
The number of calls which have been waiting less time than the overflow time delay
(search for agent only in the group requested). Overflow time represents the overflow time
delay defined for each ACD group by the system administrator.
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ACD Communications
The number of simultaneous calls handled by agents of the group
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Calls Being Routed
The number of calls in the process of being connected to an agent, but not yet put through.
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Waiting Time > Overflow Time
The number of calls which have been waiting longer than the overflow time delay (search
for agent only in the group requested and possibly in the overflow group if the latter is
entered).
-
In Queue > S1
The value depends on the parameter Waiting Begins Before Overflow Time Delay:
• Parameter validated: Number of calls whose waiting time in queue is greater than S1.
S1 is a threshold defined by the system administrator, allowing the determination of
service quality criteria. In this case, counting of the queue time for the statistics starts
as soon as the call enters the queue.
• Parameter disabled: Number of calls whose waiting time in queue is greater than S1 +
Overflow Time. In this case, counting of the queue time for the statistics starts on
termination of the overflow time delay, and the wait before this threshold is ignored.
-
In Queue > S2
The value depends on the parameter Waiting Begins Before Overflow Time Delay:
• Parameter validated: Number of calls whose waiting time in queue is greater than S2.
S2 is a threshold defined by the system administrator, allowing the determination of
service quality criteria.
• Parameter disabled: Number of calls whose waiting time in queue is greater than S2 +
Overflow Time.
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Deterred Calls
Number of calls routed to the dissuasion announcement following saturation of the queue,
or if no agent is defined in a given group.
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Calls Service Closed
Number of calls taking place while the group is closed.
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Other Calls
Number of calls: All outgoing calls (including Click2Call feature) are seen as "Other Call". A
supplementary field containing the dialed number is created in Agent Assistant's call log.
Reminder:
ACD agents' log are stored locally on the Agent's PC file system
Click2Call log are stored on the Call Server file system running with SD-CARD or Hard-disk.
3.2
Displaying and Modifying Agents Belonging to a Group
1. From the monitoring area, right click in the middle of the corresponding group status view
The group agent window opens:
Figure 3.2: Group Agent Window Example
The window displays the list of agents belonging to the group with their status view. If
necessary, you can remove one or several agents from the group.
2. To remove an agent from the group, deselect the option checkbox of the corresponding
agent status view
3. Click another part of the monitoring area to exit this window
3.3
Changing Group Status
1. From the monitoring area, double click in the middle of the selected group status view
The group status window opens:
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Figure 3.3: Group Status Window Example
2. In the Status field, use the drop-down list to select one of the following values:
• Open (Manual): to force the group opening
• Closed (Manual): to force the group closing
• Automatic: to open the group in accordance with time slots
3. Click OK to confirm status modification or click Cancel to close the group status window
without saving your modifications
The status of the group is modified in real-time.
4. Click the close icon on the top part of the window to exit
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4.1
Selecting Agents to be displayed
1. Click the
button in the toolbar of the Supervisor application
The selection window opens:
Figure 4.1: Group and Agent Selection Window Example
2. In the Agents area, agents can be selected:
• By group. All agents of the group are selected at the same time.
1. Validate the By group checkbox
2. Validate the checkboxes of groups whose agents must be displayed in the
monitoring area
• Agent by agent. Each agent is selected individually, regardless of the group they
belong to.
1. Validate the Specific checkbox
2. Validate the checkboxes of the agents to display in the monitoring area
3. Click the close icon on the top part of the window to validate selection and exit
The monitoring area is displayed with the agents selected previously
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Selecting Groups to be Displayed
1. Click the
button in the toolbar of the Supervisor application
The selection window opens (see: figure: Group and Agent Selection Window Example )
2. In the Groups area, validate the checkboxes of the groups to display in the monitoring
area
3. Click the OK button to validate selection and exit the window
The monitoring area is displayed with the groups selected
4.3
Organizing Groups and Agents Layout
Groups and agents can be moved manually in the monitoring area, such as:
Figure 4.2: Groups and Agents Organization Example
To modify groups and agents organization, perform the following:
1. Click the
button in the toolbar of the Supervisor application
In the monitoring area, the
symbol appears at the bottom right of group and agent
status views
2. Point the mouse cursor on the group or agent to move
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3. Click (left mouse button) and drag the selected group or agent to its final position
Note:
This feature is only available when the Specific option is validated in the application settings (see: figure:
Group and Agent Selection Window Example ). The
symbol appears when the feature is available.
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