Student Guide ASPECT SUPERVISOR

Transcription

1 Student Guide ASPECT SUPERVISOR Last Updated: 10/05/2016

2 TABLE OF CONTENTS Introduction to Aspect Aspect Supervisor Phone Training Class Objective Additional Notes Unified Agent Desktop Window (UAD) Overview of the UAD Agent Services Assignment (ASA) Unified Command and Control - Real Time Reporting (UCC RTR) Canvas Benefits of the Canvas: Access the UCC-RTR Canvas Open a Canvas Ribbon Benefits of the Ribbon: Access the UCC-RTR Ribbon Understanding the Ribbon How to Interpret the Ribbon Enterprise Monitor Launch Enterprise Monitor Monitor Agent Activity Aspect Quality Management (AQM) How to Search and Download a Recorded Call Score a Recording Aspect Performance Management (APM) Launch APM Running a Report Ambulatory Care Standard Reports Report #1: Agent Performance Report Report #2: Application Report Daily Report #3: Application Report Monthly Printing & Exporting Ambulatory Care Standard Reports Ambulatory Care RS Reports Agent Evaluation Report Printing & Exporting RS Reports DataViews Historical Reporting DNIS Report Appendix 1: Call Management Definitions Appendix 2: ACS Business Call Center with Clinical Call Center Appendix 3: The Personal Greeting Appendix 4: ACS/UMMG Call Management Standards The Patient Experience Call Agent Experience Approved Standardized Greetings: After-Hours Cancel Voic & Override Message Instructions Appendix 5: Ambulatory Care Services Scripts Closed During Regular Business Hours Agent Personal Greeting Canceled Appointment Mailbox Site Meeting Closure Facility Failure or Local Emergency Appendix 6: Amb Care Downtime Procedures for Aspect Call Center Definitions Types of Downtime Management of Downtime

3 Section 1 Introduction to Aspect Aspect Supervisor Phone Training Class Objective The purpose of the Aspect Supervisor Phone Training class is to provide an overview for Supervisors/Managers to learn and understand the following: Basics of Agent Workflows using the UAD Assigning new services to yourself Viewing the activity in a service Viewing the detail of activity in your service Monitoring agent s live calls Listening and scoring recorded calls Historical reporting Additional Notes Please review the documents in the Appendix section as you will find valuable information related to ACS/UMMG (formerly ACS/FGP) call management standards, activation/deactivation of cancel and override messages, scripts for closed during regular business hours and the Aspect downtime procedure. Once your Aspect Go-Live has been completed, there will be an Aspect Supervisor Reports Utilization class offered. The purpose of this class is to provide call center managers a deeper dive into the various Aspect Reports and their use. The goal is to aid managers in analyzing performance, identifying areas of improvement, and implementing solutions. Aspect Supervisor Guide Last Updated: 10/03/2016 Pg 1.1

4 Section 1 Introduction to Aspect Aspect Supervisor Guide Last Updated: 10/03/2016 Pg 1.2

5 Section 2 Unified Agent Desktop Window (UAD) Overview of the UAD The UAD window provides the agent with buttons, icons and menus to access the available features in Aspect. The agent will use these features on the UAD (soft phone), not the telephone (hard phone). The UAD window can be repositioned by placing cursor on Connectivity Status bar, click and drag to the desired position. The UAD has a Functions window which provides information about the Unified Agent Desktop (UAD) and provides access to Agent Desktop controls. A. The Change State button opens the menu to change your status in the system. B. The Functions window provides information about the UAD and provides access to Agent Desktop controls. C. The Media Line Access window remains visible from the time you log in to the time you log out. D. The Connectivity Status bar displays whether you are logged in or not. E. The Call Control window appears when you are on an active call. The controls allow you to process the current call. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 2.1

6 Section 2 Unified Agent Desktop Window (UAD) Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 2.2

7 Section 3 Agent Services Assignment (ASA) The Agent Service Assignment (ASA) is an application that allows the agent to select groups/services they would like to log into. Floats will use this application when changing from one service to another. The ASA can also be used if you are providing back up. 4. Select ASA - Agent Service Assignment. To launch the ASA Web Application: 1. Click Windows Start button. 2. Click All Programs. 3. Select appropriate Aspect folder. Choose either Aspect Primary or Aspect Secondary. 5. Check the boxes next to the Services(s) to make yourself available to take calls. 6. Click Join Selected Service(s) to save your selections. If you are already logged into Unified Agent Desktop you may be in Idle or Not Ready to add/change services. 7. Click the Refresh Icon at the top of the Available Services screen. 8. Click the Refresh button on the Agent Statistics screen. Clear the boxes to remove your self from the services. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 3.1

8 Section 3 Agent Services Assignment (ASA) Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 3.2

9 Section 4 Unified Command and Control - Real Time Reporting (UCC RTR) The UCC-RTR Server (Unified Command & Control Real Time Reporting) is Aspect s web-based, real-time report viewing tool. This tool is intended to give supervisors/managers a real time view of the call center activity at the agent and service levels. There are 2 types of displays recommended to use on a daily basis the Canvas and the Ribbon. Canvas The Aspect Call Management System comes with several standard realtime displays (canvases) that have been designed to give you real time information and monitor key data points within the call center such as Agent statistics and Service level statistics. Benefits of the Canvas: The canvas is helpful as it lists the individual name of the agents and their current status such as Idle, Active, Wrap or Not Ready. The canvas displays your inbound performance metrics such as calls in queue, calls offered, calls abandoned. It is recommended that supervisors and agents open the Agent Performance by Service canvas daily to view real time activity in their call center. The Agent Performance by Service canvas will also display stats for any float staff that are assigned in your call center. Access the UCC-RTR Canvas 1. Click Windows Start button. 2. Click All Programs. 3. Select appropriate Aspect folder. Choose either Aspect Primary or Aspect Secondary. 4. Select UCC RTR. Select Continue to this website (not recommended) if this screen appears. Outbound call performance metrics are not reported at this time. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 4.1

10 Unified Command and Control - Real Time Reporting (UCC RTR) Section 4 Open a Canvas 5. Enter your User Name (unique name). 6. Enter your Level-2 password. 7. Enter Eastern time zone. You only need to do this step once if you work at the same workstation every day. However, if you are an agent who changes workstations frequently (eg.., float), you will enter Eastern Time the first time you move to a new workstation. 8. Click OK. The UCC RTR window appears. 1. Click the plus sign (+) to expand the Public Canvases link in the Canvas Explorer Window. 2. Click on plus sign (+) to expand the Primary Folder. Primary is your production system your primary system. 3. Click the plus sign (+) to expand the UIP72 folder. 4. Click the plus sign (+) to expand the Location-AnnArbor folder. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 4.2

11 Unified Command and Control - Real Time Reporting (UCC RTR) Section 4 5. Click the plus sign (+) to expand the Site-UMHS_Production folder. 6. Click the plus sign (+) to expand the Tenant-default folder. A list of canvases you can view appears. 7. Click on the name of the canvas you want to open. To view real time call center activity, open the Agent Performance By Service Canvas. 8. Select your service. 3. Select a workgroup name from the Choices section. Scroll until you find your workgroup. Setting Filters in the Canvas 1. Click the choice button for the filter you want set in an open canvas. 4. Click Add from the Choice Dialog screen. Repeat steps 2 and 3 for any additional filters. 5. Click Submit when finished. The Save button appears at the bottom of the Canvas Explorer once you have set filters in an open canvas. Saving a Canvas with Filtered Settings as a Private Canvas 1. Click the Save button. Save Private Canvas appears. 2. Select an operator from the Operator drop-down list. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 4.3

12 Unified Command and Control - Real Time Reporting (UCC RTR) Section 4 2. Enter a name for the Private Canvas and click Submit. You cannot rename a Private Canvas file. Delete a Canvas from the Private Canvas Link Open the canvas you want to delete. When it is in the foreground of your screen, the Delete button appears at the bottom of Canvas Explorer. 1. Click the Delete button. The canvas is deleted. Benefits of the Ribbon: The Ribbon provides a view of basic call statistics. The Ribbon shows the number of calls waiting in the queue. For ACUs that have an open threshold clinical (RNs) call center the Ribbon is helpful for the business call center agents to better determine if they should transfer a call to the clinical queue or not. If you want to transfer a call to a particular agent, you may want to consult the canvas to determine if they are available to take the call. Access the UCC-RTR Ribbon 1. Click Windows Start button. 2. Click All Programs. 3. Select appropriate Aspect folder. Choose either Aspect Primary or Aspect Secondary. Ribbon The Ribbon is another type of real time display which allows an agent or supervisor to monitor the quantity of calls that are currently waiting to be answered in the queue. The Ribbon also allows agents and supervisors to view the availability of other agents in their workgroup. It displays the number of agents logged in, idle active on a call, in wrap, not ready or parked states. An agent needs to open the Ribbon every day as they log in to Aspect. 4. Select UCC RTR. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 4.4

13 Unified Command and Control - Real Time Reporting (UCC RTR) Section 4 Select Continue to this website (not recommended) if this screen appears. Understanding the Ribbon The essential parts of the Call Management Ribbon are: Service(s) The Service(s) for which you can currently see the status. # In Queue The number of calls that have been received by the ASPECT Call Management System that have yet to be answered. Longest Wait The longest a single caller has been in queue currently. Logged In The number of agents logged in. 5. Enter your User Name (unique name). 6. Enter your Level-2 password. 7. Enter Eastern time zone. You only need to do this step once if you work at the same workstation every day. However, if you are an agent who changes workstations frequently (eg.., float), you will enter Eastern Time the first time you move to a new workstation. # Idle The number of agents in the Idle State. # Active The number of agents in an Active State (on a call). # Call Wrap The number of agents in Call Wrap and not available to take calls in queue. # Not Ready The number of agents who are currently in the Not Ready State and not available to take calls in the queue. # Parked the number of agents in the Parked State. 8. Click OK. The UCC RTR window appears. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 4.5

14 Unified Command and Control - Real Time Reporting (UCC RTR) Section 4 If there are zero agents Logged In for a particular Service, do not transfer a call to that area as there is no one to answer the call once it is in queue. The same also applies to a Service where all agents are in a Not Ready State. How to Interpret the Ribbon A. 6 total Logged In. B. 2 in Call Wrap (2 Available to take calls from the queue once they leave Call Wrap). C. 4 in Parked (unavailable to take calls from the queue). 1. #Idle + #Active + #Call Wrap = Available Agents 2. #Not Ready + #Parked = Unavailable for Queued Calls For example the Clinical Call Center Login: Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 4.6

15 Section 5 Enterprise Monitor Enterprise Monitor allows Supervisors/Managers to connect directly to an agent s audio to listen to the call silently (1), provide coaching to the agent as appropriate (2), or barge into the call if necessary (3). 5. From the drop-down list, UM_Production is automatically populated. Click Ok. Your Supervisor profile was probably built for you with an assignment to a specific Service (ACU). Before you begin your monitoring process, you will need to remove yourself from the service as live calls will begin to drop to you while logged into Enterprise Monitor. You can remove yourself from the service that is currently selected and assign yourself to the Test Inbound Service by checking or clearing the appropriate boxes. After this process is complete, you may begin the Enterprise Monitor process. Note: The Agent Portal Address, the Unified Director Address, and the Security Portal Addresses are populated automatically. Launch Enterprise Monitor 1. Click Windows Start button. 2. Click All Programs. 3. Select Aspect Primary Supervisor folder. 4. Select Enterprise Monitor. The Site Selection window opens. 6. Log in with your Unique Name and Level 2 password. 7. Enter the Station number (your desk phone extension). 8. Check the box Log in to Telephony Bar (needed to monitor). 9. Click OK. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 5.1

16 Enterprise Monitor Section 5 A Telephony Bar appears at the bottom of the screen. At the top of your screen, you will see a main menu bar with various options. Monitor Agent Activity 1. Select Monitor Agents. 2. Select Agent Activity Monitoring. The Agent Activity Monitoring window opens. A. The drop-down lists are optional and can be used to filter the data to obtain the relevant information. Note: In Enterprise Monitor, you can select only one service at a time. B. The Agent Index row displays an Agent ID assigned to the agent by the Unified IP system. C. The Audio Path is an indicator that tells whether the agent has an audio path. If the agent has an audio path, this cell is green. If it is red, the agent does not have an audio path. D. The Status is the length of time the agent has been in the current state since the last change in state. The blue cell are those in Idle state. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 5.2

17 Enterprise Monitor Section 5 5. Click on the Agent name in the upper box to highlight. The Monitor Selected Agent icon will appear. 6. Click the Monitor Selected Agent icon. A Quality Monitoring Window opens and is populated with the Agent Name and Station ID. 7. Click the Ready button in the Telephone Bar. The Enterprise Monitor will call your desk phone. 8. Answer the ringing line on your desk phone. 9. Chose a monitoring option. A. Silent Monitor a call without the Agent or Caller knowing that you are on the line. B. Coach Monitor a call without the Caller knowing that you are on the line, so that you can help the Agent with the call. C. Barge In Monitor a call with both the Agent and Caller knowing that you are on the line. This allows you help the Agent, and allows the Caller to address you if needed. 10. Click Stop to quit monitoring the agent. 11. Click File > Log Out when you are finished monitoring. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 5.3

18 Section 5 Enterprise Monitor Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 5.4

19 Section 6 Aspect Quality Management (AQM) In Aspect, all incoming calls are recorded. The Aspect Quality Management application (AQM) gives Supervisors/Managers the ability to search, download, and score those calls. Supervisors/Managers must have each employee involved in the call management process read and sign an Employee Acknowledgement of Call Recording and Monitoring document. By signing this document, the employee understands that their inbound calls are being recorded and monitored. Once signed, the document can be placed in the local unit employee HR file. and%20monitoring%20acknowledgement.pdf Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 6.1

20 Aspect Quality Management (AQM) Section 6 How to Search and Download a Recorded Call 1. Click Windows Start button. 2. Click All Programs. 3. Select Aspect Primary Supervisor folder. 4. Select AQM Admin Client. The AQM Search Screen appears. 8. Right-click on the Audio Playback icon and select Download > Audio. The File Download box appears. Choose Open to Play the recording. The Windows Media playback appears and the recording begins to play. 9. Choose Save to complete the save option. Create a folder on your home (H): drive to save these files in. Name the folder Aspect Recordings. This will assist you in finding these files at a later date, for deletion. Score a Recording 1. Click the Date & Time link in the Results Window for the recording you want to score. The Scorecard window opens. 5. Click the Select Date Options drop down. Choose the option of Last Month. 6. Select the criteria to build a search. 7. Click Search button. The search results screen appears. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 6.2

21 Aspect Quality Management (AQM) Section 6 Or right-click the listen icon in the Audio Play column, then select Score Interaction. 2. Select the template to score the recording. The Scorecard populates with the questions to answer. 3. Click Save once you select the answers. You also have the option to click Save Draft and complete the scorecard at a later time. 4. Click on the score for a specific recording from the Results page, in the Scores column. 5. Select the Score tab on the graded scorecard to show a breakdown of scores by section. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 6.3

22 Section 6 Aspect Quality Management (AQM) Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 6.4

23 Section 7 Aspect Performance Management (APM) Aspect Performance Management is a historical call management reporting tool that offers robust reporting capabilities, allowing you to compare daily, weekly, monthly, quarterly and yearly key Aspect phone performance measurables. The tool can be used make decisions and adjustments based on: Daily activity and trends throughout the months. Roll up a month s worth of data and make day to day and month to month comparisons. These reports can be used for agent development, coaching to review past performance. Project future trends and coach and development of staff members. The material that is provided is an overview of reports currently available. Detailed step by step instructions and a recorded webinar for each of the individual Ambulatory Care standard reports and RS reports can be found on the Aspect page of the Ambulatory Care Services website at: APM Reporting Metrics Abandoned % Abandoned Calls The percentage of offered calls that the caller hung up/ disconnected prior to being connected to an agent. The formula is abandoned calls divided by offered calls. For example, if there is 1 call abandoned/4 calls offered=.25 or a 25% abandonment rate. The converse of this is the Contact Rate, which in this example would be 75%. Calls that the caller disconnects/hangs up prior to being connected to an agent. APM Reporting Metrics Agent AHT Agent Avg Hold Time Agent Avg Talk Time Agent Avg Wrap Time Agent Calls Handled Agent Hold Time Agent Hold Time % A measure that reflects the total amount time the agent used to handle each call. The calculation is Average Talk Time + Average Wrap Time + Average Hold Time = Average Handle Time. If manually calculating, remember that seconds must be divided by 60 to get minutes and fractions of minutes must be multiplied by 60 to achieve seconds. For example 1:30 + 1:45 = 3.25 minutes = 3 minutes: 15 seconds. Average time that the agent places the incoming caller on hold per call. The average amount of time that the agent spent in conversation with the caller per call. This includes time either party is speaking and dead air time. This does not include After Call Work Time or Hold Time. The average time spent after a call is completed in which the agent is in a status that allows them to not receive additional outside calls. This time is intended to be used to notate the system with details from the previous call. The number of calls that are answered by an agent, including calls the agent answered then transferred. This excludes float staff who may have answered calls. The amount of time that the agent placed the incoming calls on hold per call. The percentage of time that the agent placed the incoming calls on hold per call. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 7.1

24 Aspect Performance Management (APM) Section 7 APM Reporting Metrics Agent Manual Outbound Park After Call Work Agent Manual Outbound Park Calls Agent Manual Outbound Park Hold Time Agent Manual Outbound Park Talk Time Agent Talk Time Agent Talk Time % Agent Transferred Calls The amount of time agents spent in the call wrap status after making an outbound call while in the parked state. The number of outbound calls made by an agent while in the parked state. The amount of time agents placed outbound calls on hold while in the parked state. The amount of time agents spent in conversation with the recipient of outbound calls while in the parked state. The amount of time that the agent spent in conversation with the caller. This includes time either party is speaking and dead air time. Does not include Wrap or Hold Time. The percentage of time that the agent spent in conversation with the caller. This includes time either party is speaking and dead air time. This does not include Wrap Time or Hold Time. The number of calls that were transferred by the agent APM Reporting Metrics Agent Wrap Time Agent Wrap Time % ASA Average Speed of Answer Handled Calls Idle % Idle Time Max Delay Offered Calls The amount of time after a call is completed where the agent is in a status that allows them to not receive additional outside calls. The timer begins after a call ends, and is intended to be used to notate the system with details from the previous call. The percentage of time spent after a call is completed in which the agent is in a status that allows them to not receive additional outside calls. This time is intended to be used to notate the system with details from the previous call. The average amount of time it took for a call to be connected to an agent after the initial upfront announcement is heard. For example, if a call was immediately directed to an agent after the upfront message was played and there was no wait/queue time, the ASA is 00:00:00. The number of calls that are answered by an agent, including calls the agent answered then transferred. This includes calls answered by float staff signed into this service. The percentage of time the agent is available to take calls, but not active on a call. The amount of time the agent is available to take calls, but not active on a call. The longest wait time experience by a caller. The number of calls that entered the service. This includes abandoned and handled calls. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 7.2

25 Aspect Performance Management (APM) Section 7 APM Reporting Metrics Service Level % Signed In Time The percentage of calls answered within a preestablished time frame. The standards are: Business Call Centers = 80% of the calls answered within 30 seconds or less. Clinical Call Centers = 80% of the calls answered within 240 seconds or less. Reporting will only reflect the % of calls answered that meet the standard. For example if a Business Call Center received 2 calls and one call is answered in 30 seconds and the other call is answered in 31 seconds, the service level will be 50%. Amount of time the agent was logged in to Aspect. Launch APM 1. Click Windows Start button. 2. Click All Programs. 3. Select Aspect Primary Supervisor folder. 4. Select Aspect APM Client. 5. Click Login. Running a Report 1. Click the report you wish to run under the Call Management Folder of the Application Browser. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 7.3

26 Aspect Performance Management (APM) Section 7 2. Click the blue toggle button at the top of the Application Browser to toggle to the Navigator. 3. Click the plus icons to expand the tree to your service. Select your service. Depending on the report, you will see an Organization or Call Type tree in the Navigator. If running an Agent type report, you can expand to individual agents if desired. When running the Agent Evaluation New report, select your organization and then Refresh while the report is running to keep the report from generating an error message. 4. Click Refresh to run the report for the service/agent(s) you have selected. Continue to click the plus icons until you get to your desired time range. Some reports default to the previous day. If running on a Monday and your service is closed on weekends, you will need to change the time to be the previous Friday. 6. Click Refresh to run the report for the time range you have selected. Some reports provide the ability to expand information within the actual report. A + sign indicates you can drill down further. 7. Select the undo button under the report name to undo a drill down. This arrow will be gray if you did not drill down. 5. Click Time under the Rows header below the list of services to change the time range for this report. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 7.4

27 Section 8 Ambulatory Care Standard Reports Report #1: Agent Performance Report Purpose of Report: The purpose of the Agent Performance Report is to gauge an individual agent s performance. The breakout of the metrics will reflect the call management areas that the agent is succeeding in, as well as areas that may need improvement. In addition, this report provides: agent to agent comparisons agent to team average comparisons useful information for agent coaching and agent reviews This report will default to the previous day s call data for the agents in your service. You can compare data from previous days, weeks, or months across one agent or multiple agents. Using this Report: Supervisors/Managers will find this report useful as a coaching tool for agents. This report is best utilized for comparing individual agent performance to the team average as well as an agent to agent comparison. A primary measurable that indicates agent productivity is Agent Handle Time (AHT). AHT is the measure of how long it takes an agent to handle one call and move on to the next call. AHT = Agent Talk Time+ Agent Hold Time+ Agent Wrap Time. If an agent has an excessively short or long AHT, look at the measurables that calculate into the AHT. Such as: 1. High Average Talk Time - Confirm the agent is controlling their calls and not allowing the call to get unnecessarily off topic. All agents experience calls at one time or another that will be long. It will average out amongst all your agents. 2. Low Average Talk Time - Ensure all necessary checks are made during the call. The agent also may just be extremely efficient. 3. High Agent Average Hold Time - May indicate lack of knowledge. The agent may need to place callers on hold to check with coworkers before answering a caller s question. 4. Low Agent Average Hold Time - May indicate when faced with uncertain situations, the agent just goes with their instincts, when checking with other staff may be beneficial. Conversely, the agent may know the information better than their peers and just be more efficient. 5. High Agent Average Wrap Time - Is the agent using Wrap Time to efficiently document their calls? Is Wrap being used for anything other than completing work related to the call? 6. Low Agent Average Wrap Time - Is the post call work that must be done, being done thoroughly? TIP: Focus on measurables that are in the extremes. Summary: Comparing a struggling agent s averages in these areas with those that are performing well allows you to pinpoint the coaching opportunities. In addition, to successfully address the issues the reports reflect, listening to calls will reinforce the measurable. Report #2: Application Report Daily Purpose of Report: The purpose of the Application Report Daily is to reflect call center performance measurables at the team level. This report defaults Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 8.1

28 Ambulatory Care Standard Reports Section 8 to display measures for the previous day - but can be run by year, month, week, day, selected days and half hour. Using the Report: Supervisors/Managers can use this report to gauge team performance of your service. Run the report for multiple time frames such as year, month, week, day, selected days, and half hour. The report is extremely helpful identifying if your call volume is trending upwards or downwards. Use the report to help identify which days of the week and times of day are busiest. The report can be extremely helpful forecasting future call volumes. The report can assist you to best determine break, lunch and/or time off schedules, to maximize your service levels. Report #3: Application Report Monthly Purpose of Report: The purpose of the Application Report Monthly is to gauge team call management performance measurable at a glance for an entire month, as well as months throughout the year. The time default will reflect the previous month and compare it to the current month to date. Using the Report: The Application Report Monthly can help you identify trends that take place from month to month. Identify variances within the month can also be recognized. Example: A way this report can be used is that if the trend month to month shows an increase in calls, perhaps additional phone support could be considered. Although the daily report is typically used as a tool to adapt to during the month to meet monthly measurable targets, the monthly report is frequently used to reflect on the success and challenges of the previous month. Printing & Exporting Ambulatory Care Standard Reports Printing 1. Click the printer in the toolbar. A new window opens. 2. Right-click select Print Preview. 3. Press the Landscape icon on the toolbar. 4. Click the Printer button to print. Exporting 1. Click the Excel icon in the toolbar. 2. Click Open or Save. 3. Locate where you d like to save your report. 4. Enter a report name under File Name. 5. Click Save. Reflect call center performance measurable at the team level. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 8.2

29 Section 9 Ambulatory Care RS Reports Agent Evaluation Report Purpose: The Agent Evaluation Report provides individual agent stats that Supervisors/Managers can use as an effective coaching tool. Information provided in this report is: The start of day Aspect Login Time Sign In and Sign Out information Calculated Calls Per Hour (CPH) All instances that the agent logs in and out of Aspect throughout the day Individual agent stats in the format of one page per agent The Agent Evaluation Report is different from the ACS Standard reports in that it is a report built by Aspect (not UM) to mirror the Rockwell Agent Evaluation Report. This report will look different and has different print and export instructions than the ACS Standard Reports. Using the Report: Track the time the agent logs in to Aspect at the start of their shift. Each instance that an agent logs in and out of Aspect during any given day. This can be used for agent coaching and development of individual agents. Historically the measurables that are unique to this report (Sign in and Sign Out information have been the focal point of this report. The Time When portion of the report contains the detailed Sign in and Sign out information. The initial Sign In time reflects the time the agent signed in to Aspect at the start of the day. RS Reports Metrics Agent AHT A measure that reflects the total time the agent used to handle each call. Agent AHT = Average Talk Time + Average Wrap Time + Average Hold Time. If manually calculating, remember that seconds must be divided by 60 to get minutes; and fractions of minutes must be multiplied by 60 to achieve seconds. Example: 1:30 + 1:45 = 3.25 minutes = 3 minutes: 15 seconds. Agent Avg Hold Time Agent Avg Talk Time Agent Avg Wrap Time Available Time Agent Calls Handled Agent Consultation Calls Average time that the agent places the incoming caller on hold per call. The average amount of time that the agent spent in conversation with the caller per call. This includes time either party is speaking and dead air time. This does not include Wrap (Work) Time or Hold Time. The average time spent after a call is completed where the agent is in a status that allows them not to receive additional outside calls. This time is intended to be used to document details from the previous call. The amount of time the agent was available to take a call, but not on a call. Can also be referred to as Idle Time. The number of calls that are answered by the agent, including calls the agent answered then transferred. N/A Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 9.1

30 Ambulatory Care RS Reports Section 9 RS Reports Metrics Average CPH Average Hndl Average Hold Average Talk Average Work (Wrap) Call Types Calls Calls Per Hour Signed in Time Calls per hour. Calculated by Agent Calls Handled/ (Agent Sign-in Time in seconds/3600). For example, if an agent is signed in for 15 minutes and takes 3 calls at 5 minutes/call, the agent s calls per hour will be 3/ (900/3600)=12 CPH. Do not confuse this with Handled Calls. The average amount of time that the agent was actively on a call. Average time that the agent places the incoming caller on hold per call. The average amount of time that the agent spent in conversation with the caller per call. This includes time either party is speaking and dead air time. This does not include Wrap (Work) Time or Hold Time. The average time spent after a call is complete where the agent is unable to receive additional outside calls. Wrap/work time is intended to be used to document information related to the previous call. Service (s) the agent was signed into. The number of calls answered by an agent including calls the agent answered then transferred. Calls per hour. Calculated by Agent Calls Handled/ (Agent Sign-in Time in seconds/3600). For example, if an agent is signed in for 15 minutes and takes 3 calls at 5 minutes/call, the agent s calls per hour will be 3/ (900/3600)=12 CPH. Do not confuse this with Handled Calls. The time the agent signed into Aspect in any state. RS Reports Metrics Talk Total Plug in Time Total Signed out Time Wrap The amount of time that the agent spent in conversation with the caller. This includes time either party is speaking and dead air time. This does not include Wrap (Work) Time or Hold Time. The amount of time the agent was on a call or available to take a call. Agent Handle Time + Agent Available Time = Total Plug In Time. Note: This will be shorter than Len of Sign In. The amount of time the agent was signed in to Aspect, but not on a call or available to take a call. Agent Sign-in Time Total Plug-in Time = Total Signed out Time. This will be more than the Len Prior to Sign Out. Also known as Call Wrap. Agent manually places themselves in this state. The timer begins after a call ends, and is designed to be used to complete information related to the call. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 9.2

31 Ambulatory Care RS Reports Section 9 Printing & Exporting RS Reports Printing 1. Select MHTML (web archive) and click Export from the Select a format drop-down list in the toolbar. 2. Click Open. A new web page opens with the report. 3. Go to File > Print. A. To print in landscape mode, go to File > Print Preview. B. Select the landscape icon. 4. Click Print. Exporting 1. Select Excel and click Export from the Select a format drop-down list in the toolbar. A. For a non-formatted version of the report, select CSV (comma delimited). 2. Click Open. Excel opens with the report. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 9.3

32 Section 9 Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 9.4

33 Section 9 Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 9.5

34 Section 10 DataViews Historical Reporting DataViews is a historical reporting tool used for creating, editing, and printing call center reports, view historical data and to measure call center activity and staff performance. The DataViews main window opens. To launch the DataViews Application: 1. Click Windows Start button. 2. Click All Programs. 3. Select appropriate Aspect Primary folder. 4. Click DataViews. 5. Enter uniquename and Level 2 password and then click OK to Log in. DNIS Report The DNIS Report is helpful for those departments/acus that have multiple DNIS (Dialed Number Identification Service) phone numbers feeding into one team/call center. The DNIS number is your main number that callers dial. If you would like to see statistics on the individual DNIS phone numbers, a DNIS report will provide that for you. To access the DNIS report: Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 10.1

35 DataViews Historical Reporting Section Click the plus icon to expand Categories. 2. Click the plus icon to expand Report List. 3. Click the plus icon to expand Inbound Voice Service. 4. Click the plus icon to expand Public. 5. Click DNIS REPORT. 6. Fill out the Required Entries section: A. Enter the date and time range you wish to run your reports for. To run a 24 hour period, use Time Begin Time: 12:00:00AM and Time End Time 11:59:59PM. B. Enter Absolute for the Time Span Type. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 10.2

36 DataViews Historical Reporting Section Click the Filters tab. 8. Click the plus icon to expand the Application Name/Application Create Date/Service Name. All departments/acus will now be listed. Use the scroll bar to ensure that services you do not want to view stats for do not have a check mark. If they do, clear the box(es). 9. Check the box for the services that you do want stats for. 10. Click the green triangle. The report will now generate, listing each DNIS number separately. Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 10.3

37 Section 10 DataViews Historical Reporting Aspect Supervisor Guide Last Updated: 10/04/2016 Pg 10.4

38 Appendix 11 Appendix 1: Call Management Definitions Future Current Definition Application Application A department sphere of activity centered on a common function used to organize services. ACD Call (Automated Call Distribution Incoming Call) Active Handle State when Agent is on a call. ANI AOD Call (Automated Outbound Dialing) APM (ASPECT Performance Management) AQM (ASPECT Quality Management) N/A N/A Provides detailed information about each incoming ACD call. Automatic Number Identification- the ability of the network to identify the calling number. With ANI, the call agent knows who is calling before answering. Provides detailed information about each Outbound call. Reports and metrics. Records voice to provide quality control, scoring, and coaching opportunities. ASA (Agent Service Assignment) N/A Allows floats/agents to select any service to log into and assist with calls. Call Drop-in Call Drop-in Calls coming into the work queue will automatically drop into the agent s headset. The agent will hear a beep then their personal greeting as the call drops in. Not all services will utilize this feature. Call Wrap Call Work Status for completing call-related activity, i.e. completing documentation. Canvas N/A A visual of call activity to include number in queue, longest wait time, agents in wrap, and active or idle. DID Call (Direct Inward Dial) DNIS Hard Phone An inbound call that is configured to be routed directly to a specific agent. Often referred to as a private line. If you have a DID in Aspect, this line can be used as a call back number for example, if you paged a provider. That way the Provider can call you back specifically and not wait in the queue. Dialed Number Identification Service- the ability of the network to identify the number that was dialed to reach the Agent. Your physical phone (handset) at your desk. Idle Available Idle state tells the system that you are ready to take a call. Aspect Student Guide Last Updated: 10/04/2016 Pg11.1 of 4

39 Appendix 1: Call Management Definitions Future Current Definition Interaction Time Actual talk time excluding hold, wrap, and conference time, if applicable. Not Ready Unavailable Agent is not available to queue calls, either internal or direct dial calls. Parked N/A Agent state in which the agent is logged in but not taking queue (inbound) calls. Primary System Ribbon Secondary System The state in which outbound calls are to be handled. Direct dials or internal calls are offered to the agent in this state. The Primary System is used to access Aspect applications during a standard day- to-day operations. It is the Aspect Production system. At-a-glance view of services within your application. Service Queue A set of rules for handling contacts. Service Level Soft Phone Talk Time Business 80% in 30 seconds. Nursing 80% in 254 seconds. The Secondary System is used to access Aspect applications in the back up capacity when the Primary System becomes unavailable either due to maintenance work or an outage. Should the Secondary System need to be used, users will be notified by MCIT. Workgroups are assigned to a service. Every service must be assigned to an application. Percentage of calls answered within an Agent defined interval: Business: 80% in 30 seconds Nursing: 80% in 240 seconds (4 minutes) The ASPECT Software on your PC Active time + hold time + conference time, if applicable. UAD (Unified Agent Desktop) N/A Allows agents to place, receive, and disposition contacts received on the UIP system. Aspect Student Guide Last Updated: 10/04/2016 Pg11.2 of 4

40 Appendix 1: Call Management Definitions Future Current Definition UCC RTR (Unified Command and Control Real Time Reporting) UIP (Unified Internet Protocol) N/A Workgroup Enterprise Monitor Agent Group Real time reporting tool to view agents and activity. Give URL to access for log in. Distributed architecture of hardware/software that allows for geographical distribution and load balancing of multiple mediums. A collection of agents that have been grouped together to handle calls. Workgroups are assigned to the service. Aspect Student Guide Last Updated: 10/04/2016 Pg 11.3

41 Appendix 1: Call Management Definitions Aspect Student Guide Last Updated: 10/04/2016 Pg11.4 of 4

42 Appendix 12 Appendix 2: ACS Business Call Center with Clinical Call Center Aspect Student Guide Last Updated: 10/05/2016 Pg12.1 of 2

43 Appendix 2: ACS Business Call Center with Clinical Call Center Aspect Student Guide Last Updated: 10/05/2016 Pg12.2 of 2

44 Section 13 Appendix 3: The Personal Greeting Record personal greeting in both the Aspect Primary System and Aspect Secondary System. The reason for doing this is in the event we have to move to the backup system quickly you will not have to stop and record your personal greeting it will already be done. An Agent should not deviate from the ACS Standard Personal Greeting which is: Hello, this is (state your name). How may I help you? Aspect Student Guide Last Updated: 10/04/2016 Pg 13.1

45 Section 13 Appendix 3: The Personal Greeting Aspect Student Guide Last Updated: 10/04/2016 Pg 13.2

46 Section 14 Appendix 4: ACS/UMMG Call Management Standards The ACS/UMMG (formerly ACS/FGP) has developed the following standards for ACU Call Management: All ACU s will use the new Aspect Phone System Call management will be standardized throughout all Ambulatory Care ACU s ACU requests that do not fall within the standardized guidelines must follow the exception process and seek endorsement from ACOC. Phones are answered during posted hours of operation, including lunch time, and calls will be routed to an appropriate person. The ACU s/dept primary phone line will not be routed to a voic during posted hours of operation: Business Call Centers Service Level: 80% of the calls answered within 30 seconds Measured from the point the call enters the service Clinical Call Centers 80% of the calls answered within 240 seconds Measured from the point the call enters the wait message queue It is the manager s responsibility to communicate to agents the importance they play in meeting these standards. Identifying team members strength s and weakness provide coaching and reward opportunities that will benefit each agent as well as the team overall. The Patient Experience Business Greeting opening statement Identify University of Michigan and Identify proper name of ACU/Dept Quality Monitoring Statement notification to caller that call is being recorded No prompts except: During the day: separate ACU s within a call center Afterhours: prompt to press 1 to cancel an appointment or route to answering service On Hold messages/music PR&M will manage Caller Waiting in queue will hear only once: You are caller number X, your expected wait time is X minutes Phone calls can route to in-house hospital operators after hours Closed messages: After hours, Holiday, Closed during regular hours Aspect Student Guide Last Updated: 10/04/2016 Pg 14.1

47 Appendix 4: ACS/UMMG Call Management Standards Section 14 Call Agent Experience Calls drop in: headsets required Call Agent personal greeting: Hello this is Sue, how may I help you? Call notifications: Whisper optional, priority calls from RN call center Not ready status: Break, Lunch, Administrative, Pt care, Personal Call Wrap: Optional Disposition Codes: Optional not programmed at this time Sign out end of day only Approved Standardized Greetings: Business Open: Thank you for calling the University of Michigan, <insert clinic name>. For quality assurance, your call may be monitored. Please remain on the line for assistance. Business Closed: Thank you for calling the University of Michigan, <insert clinic name>. If this is an emergency, please hang up and call 911. Our office is currently closed. To cancel an appointment, press 1 or remain on the line to be connected with the answering service. Holiday Closed: Thank you for calling the University of Michigan. Our office is now closed due to the holiday. To cancel an appointment press 1, or remain on the line to be connected with the answering service. After-Hours Cancel Voic & Override Message Instructions To dial the Voic System: Internal Extension: From outside the Aspect system: (734) Set Up the After-Hours Cancel Line Recording 1. Dial Aspect Voic System number Enter your After Hours mailbox number (ACU s see your Aspect workflow) 3. Enter the PIN number 1234#. 4. Select option 3 to Administer your Mailbox. 5. Select option 2 to Manage your Greetings. 6. Select option 3 for the After Hours Greeting. 7. Select option 2 to Record the Greeting. Record ACU standard greeting for After Hours Cancel line: You have reached the appointment cancellation line for (state your ACU name), this line is for cancellations only. Please state and Aspect Student Guide Last Updated: 10/04/2016 Pg 14.2

48 Appendix 4: ACS/UMMG Call Management Standards Section 14 spell patient s full name, patient s date of birth, and the date and time of the appointment being canceled. 8. Select option 1 to review. 9. Select option 4 to set/save the greeting. Activate a Voic Override Message 1. Dial Aspect Voic System number Enter the Override mailbox number (ACU s see your Aspect workflow) 3. Enter the PIN number 1234#. 4. Select option 3 to Administer your Mailbox. 5. Select option 2 to Manage your Greetings. 6. Select option 4 for the Out of the Office Greeting. 7. Select option 2 to Record the Greeting. Record ACU standard greeting for a utility or technical failure: Thank you for calling the University of Michigan, (state your ACU name). We are experiencing technical difficulties and are unable to take your call. If this is an emergency dial 911. For urgent issues, please call to be connected with the answering service. 8. Select option 1 to review. 9. Select option 4 to set/save the greeting. IMPORTANT: The override will not take affect for at least 5 mins. Calls can still come into the queue so you will need to manage those calls. 10. IMPORTANT: Call and check to be sure message is on. Aspect Student Guide 11. Notify in-house hospital operators. Deactivate Voic Override Message After Utility/ Technical Failure is Resolved 1. Dial Aspect Voic System number Select option 3 to Administer your Mailbox. 3. Select option 2 to Manage your Greetings. 4. Select option 1 to administer your normal greeting. 5. Select option 4 to set/save this greeting as your Active Greeting. After recording and reviewing the Override message, the voic system will play the greeting administration menu again: Press 1 to review this greeting. Press 1 to record. Press 3 to delete. Press 4 to set this greeting as your Active Greeting. Press 5 to set this greeting as your Temporary Greeting. or press any other key to continue Select option 4 to set the Out of Office Greeting as the active greeting. You will then hear: Your mailbox s greeting has been saved. Set Up Override Message for ACU Meeting Closure 1. Dial Aspect Voic System number Enter the mailbox number (ACU Specific). 3. Enter PIN number 1234#. Last Updated: 10/04/2016 Pg 14.3