Contact Center. Service Description for Release 2016 R4. April, 2017

Transcription

1 Cntact Center Service Descriptin fr Release 2016 R4 April, 2017 This dcument prvides a descriptin f HUIT Cntact Center Services and rates, delivered and managed by HUIT Harvard Phne.

2 Cntact Center Service Descriptin Cntents Standard Cntact Center Service Offering... 2 Standard License: Per agent... 2 Queues... 2 IVR (Integrated Vice Respnse r menu)... 2 Scheduled Standard Reprts... 2 Add-n Features/Licenses... 3 Supervisr License... 3 Unlimited Media Type License /vice mail Queues... 3 University Vice Mail Bx fr Emergency r Event Messages... 3 Custm clsure message... 3 IVR (Integrated Vice Respnse r menu)... 3 Call Direct... 3 Custm prject wrk... 3 Fee Structure... 4 Features and Functinality Overview... 5 IC Client Features... 5 IC Supervisr Features... 6 Cntact Center Reprts... 7 Mst Cmmnly Used Reprts... 7 Reprts Definitin... 8 Desktp, IC Manager and Server Manager Client Requirements 10 1

3 Cntact Center Service Descriptin Standard Cntact Center Service Offering Includes: Standard License, Queue, IVR (menu), Standard Reprts, Cntact Center vice mail, Cntact Center (additinal mailbx charges will be incurred per /vice mail address) Standard License: Per agent Web Access t Cntact Center List standard features (see list f standard features attached) Agent must have a Harvard Key credential Agent must be present in MIDAS and the Outlk Glbal Address List (GAL) Credentials cannt be shared acrss multiple agents per University security plicy Prcessing f tw media types, such as Vice and Vic . Queues One (1) queue with defined agents Up t 10 simultaneus calls in queue (charges fr additinal call paths may apply) System Music n Hld Standard Recrded Queue Annuncements (recrdings made by the custmer and sent t HUIT) Daytime Afterhurs Hliday Inclement Weather Winter Recess Salutatin (If requested. Annunces department name befre reaching menu queue) Aut prcessing f calls based n wrkgrup r queue parameters Multi-schedule call prcessing Custm Queue Annuncements (up t 2) Examples Infrmatinal messages played in queue Opt ut f queue t leave a message fr call back Callers psitin in queue Estimated wait time IVR (Integrated Vice Respnse r menu) Custm menu greeting Custm menu with up t ten (10) ptins Calls rute t standard ffice clsed message upn all agent lg ut Custm ffice clsure message Scheduled Standard Reprts Autmatic generatin and distributin f the reprts See attached list f mst cmmnly used standard reprts 2

4 Cntact Center Service Descriptin Add-n Features/Licenses Unlimited Media Type License Prcesses Cntact Center vic , plus call back request frm custmer /vice mail Queues Allws vic s r s t queue University Vice Mail Bx fr Emergency r Event Messages Allws fra message t be played t all callers befre reaching main menu Uses University vic service fr recrding a message Messages are recrded by yur department staff at any time f day r night Requires main number t be frwarded t vice mail befre entering main Cntact Center queue Custm clsure message Nnstandard ffice clsure message Nte: Must have 48 Hurs advanced ntice t insert messages. Requests with less than 48 hur ntice will be charged a $100 expedite fee per IVR. IVR (Integrated Vice Respnse r menu) Custm menu greeting Custm menu with up t ten (10) ptins Calls rute t standard ffice clsed message upn all agent lg ut Custm ffice clsure message(additinal charges apply) Call Direct Custm menu ptin that des nt allw queuing f callers but will allw callers t chse a menu ptin t be directed t the apprpriate extensin. Custm prject wrk Prjects cmpleted by in-huse HUIT staff: Billed at standard Harvard Phne T&M Rates Prjects cmpleted by vendr: Pricing develped frm statement f wrk. Prices will include bth vendr and standard Time and Materials charges if in-huse staff participatin is als required. 3

5 Cntact Center Service Descriptin FY 18 Fee Structure 1 Agent License One-Time and per-mnth csts FY '18 Per Mnth $ One-Time $750 Add-On Services FY '18 Service Per Mnth One-Time After Installatin /Vic Queues $13.50 $100 University Vic Emergency Events $2.45 $100 Call Direct $62 $100 Custm Prject Wrk new wrkgrups, schedules, queues, recrdings, etc. $100/hur-min. 1hr. 1 Sme additinal charges (example: additinal call paths and sftware defined numbers) may apply 4

6 Cntact Center Service Descriptin Features and Functinality Overview IC Client Features Media Prcessing Features and Functinality: Call Pickup (Using Analg, ISDN r Cell) Call Privacy Cach Cnference Calls (n-the-fly) Desktp Alerts fr inbund Interactins Discnnect Drag & Drp Directry Transfers Drag & Drp Respnse Management (Using Pre-Defined Respnses) Hld Jin Active Calls (Barge in) Mnitr Active Calls (Listen In) Mute Transfer Transfer with Cnsult Vic (nt assciated with the University Vic System) Wrkgrup/Queue Alerts (when activated in IC Supervisr) End User Interface Features and Functinality: Access t the University Staff Directry Access t the University Departmental Directry Chat (internaluser-t-user) DDE fr 3 rd Party Prgram Integratin(Screen POP) Distinct Ring Tnes (user custmizable) Directry Search Capabilities Extensive Help Library Persnal Recrdings (Agent Greeting, Out-f-Office, etc.) Remte Access frm anywhere(via the Internet) User s Call Histry User Custmizable Interface User Status Management Wrkgrup Directries Wrkgrup/Queue Activatin 5

7 Cntact Center Service Descriptin IC Supervisr Features Media Prcessing Features and Functinality: Nte: Supervisr feature access is an add n t the standard agent client Call Pickup (using Analg, ISDN r Cell) Call Privacy Cach Discnnect Hld Jin Active Calls (Barge in) Mnitr Individual Calls (ListenIn) Mnitr Calls in Queue (next call in) Mute Transfer Transfer with Cnsult Wrkgrup/Queue Alerts End User Interface Features and Functinality: Create and Activate Wrkgrup/Queue Alerts Extensive Help Library Remte Access frm anywhere(via the Internet) Supervisr Messages (t individual Users r Wrkgrups) User Custmizable Interface User Status Management User Wrkgrup Activatin Management View Agent Wrkgrups View Individual Agent Queues View Real-Time Wrkgrup/Queue Statistics View Wrkgrup Queues 6

8 Cntact Center Service Descriptin Cntact Center Reprts Mst Cmmnly Used Reprts Daily Agent Availability Detail (Supervisr) Agent Availability Detail Queue Abandn Detail (Graph) Abandned Call Prfile Queue Distributin Detail Distributin Queue Perfrmance (Queue by Date by Interval) Queue PeridDetail (Graph) Prfile f Calls Entering ACD User Detail (Supervisr) User Call Detail Weekly Agent Availability Summary (Supervisr) Agent Availability Summary Agent Queue Perfrmance Agent Perfrmance Summary fr Queue CallerID Detail DNIS Detail Reprt Queue Abandn Summary (Graph) Abandned Call Prfile Queue Distributin Summary Distributin Queue Perfrmance (Queue by Date) Queue PeridRespnse Queue Perid Statistics Respnse Reprt Queue PeridSummary (Graph) Prfile f Calls Entering ACD Queue PeridStatistics Abandn Queue Perid Statistics Abandn Reprt User Summary (Supervisr) User Call Summary 7

9 Cntact Center Service Descriptin Reprts Definitin (Supervisr) Agent Availability Detail Displays a detail f all statuses rstates fr a range f users running the reprt fr each day in the given range. The reprt is designed t give a detailed reprt f selected user s status activities. This reprt willshw the states fr each date including the ttal duratin fr each state and the flags fr each state. This reprt shuld be used by a supervisr t review the selected user's activity fr the day. (Supervisr) Agent Availability Summary Displays a summary f all statuses rstates frthe selected users running the reprt freach day in the given range. The reprt is designed t give a summary reprt f the selected user s status activity. This reprt will shw statesummariesfreach date including the ttal duratin fr each state and the flags fr each state. This reprt shuld be used by a supervisr t review agents' activity fr the day. Agent Perfrmance Summary fr Queue The agent perfrmance reprts are used t analyze the agentsand their interactin activity. The agent perfrmance reprts display the infrmatin with regardst the agent. Displays a summary f agent infrmatin by specified date/timerange fr selected agents. The agents can be selected individually rby selected a wrkgrup. This reprt will shwthe summary fr each agent withut regards t queue r wrkgrup. This reprt will shw the number f ACD interactins, after call wrk, and nn-acd activity. Activity shwn will be fr agents in the queue range specified, and will nly include queues in the range specified. (Supervisr) User Call Detail Call detail gruped by user. This reprt requires a range f users be supplied when executed. (Supervisr) User Call Summary Summary f daily user call activity. DNIS Detail Reprt Detail Reprt by DNIS including cnnected date, callerid, remte name, remte number, lcal user, statin id, call duratin, number f calls. (Graph) Abandned Call Prfile Cmpares abandned calls by queue acrss the time interval. (Graph) Prfile f Calls Entering ACD Graphical prfile f ACD calls entering queue 8

10 Cntact Center Service Descriptin Distributin Queue Perfrmance (Queue by Date) Shws physical queues that distribute interactins t the agents. The reprt includes average talk time, ttal talk time, average speed f answer, interactins answered, ACW, abandned calls, and three flexible fields that are cnfigurable in IA. Srted by Queue and Date. Distributin Queue Perfrmance (Queue by Date by Interval) Shws physical queues that distribute interactins t the agents. The reprt includes average talk time, ttal talk time, average speed f answer, interactins answered, caw, abandned calls, and three flexible fields that are cnfigurable in IA. Srted by queue and date by interval. Queue Perid Statistics Abandn Reprt Shws number f ACD interactins, number f abandned interactins, and straight percentages n abandned within each service level threshld as determined by Interactin Administratr. Queue Perid Statistics Respnse Reprt Shws number f ACD interactins, number f abandned interactins, and straight percentages n answered within each service level threshld as determined by interactin administratr. 9

11 Cntact Center Service Descriptin Desktp, IC Manager and Server Manager Client Requirements The desktp, IC Manager and Server manager are native clients fr use with the Cntact Center system. A brief descriptin is belw: Desktp Client An agent client having mre detailed wrkgrup queue views than the web client Business Manager (Supervisr) Reprting tl Wrkgrup Statics views Alert Creatin Ability t set up dashbards Administratr Used by Supervisrs fr schedule manipulatin Nte that these CIC desktp clients run n Windw s machines nly r MACs running VMware and require bth 3.5 and versins f.net installed n the machine. Client access is available n Harvard netwrks r nn-harvard netwrks with VPN. Fr HUIT supprted custmers, these clients are available fr dwnlad frm the HUIT Sftware Prtal (see instructins n ur Cntact Center website: Fr Nn-HUIT supprted custmers please cntact yur lcal IT Helpdesk fr infrmatin n hw t btain these clients. Lcal desktp machines require HUIT DNS server IP address in the lcal machine netwrk cnfiguratin s that the Cntact Center servers can be reached (cntactcenter.harvard-phne.harvard.edu) Web Client vs. Desktp client Feature Cmparisn The enclsed matrix shws the feature functinality f the agent and desktp web clients. The primary differences Webclient_cmpari sn_qr.pdf 10