How To: Upgrade Your Demo Account To Add New and Improved Call Centre Statistics

Transcription

1 How To: Upgrade Your Demo Account To Add New and Improved Call Centre Statistics Contents Introduction... 2 Adding A Hunt Group List... 2 Adding An ACD Agent List... 4 Adding An ACD Agent BLF... 4 Adding An ACD N/A Code Usage... 5 Adding A Call Centre/2000 Wallboard

2 Introduction Due to Horizon s new release you are now able to upgrade your Akixi demo account so that you will be able to view and use new report styles available. Although these report styles are available on your demo account please be aware that these new report styles are only available on Akixi 2000 for your customers. If you are interested in using these additional call centre statistics please follow the instructions below. 2

3 Adding A Hunt Group List A Hunt Group List illustrates how effectively each Hunt Group is managing their calls. This report displays a list of all hunt group devices in a table with call statistics shown against each item for inbound calls that have specifically been distributed by each row s hunt group device. Under the My Reports tab situated on the far left select Hunt Group List. Click this icon which is stated on the top left. Underneath Date/Time select Real-Time (Now). Under the Fields Tab select Waiting Now underneath Statistic Alarm next to When: drop down and select Higher Than and next to Value: type 1 and then click Apply. Select Longest Waiting Now underneath Statistic Alarm next to When: drop down and select Higher Than and next to Value: type 15s and then click Apply. Select Overflowed In and click Add. Hover over ACD Counts and select Sign- In Count. Click Add, hover over ACD Counts and select In Not-Available. Click OK. 3

4 Adding An ACD Agent List An ACD Agent List shows you the performance of your ACD Agents. It shows a list of all ACD Agents with call statistics displayed against each item. When run against the Real-Time date/time option, this style also supports dynamic row highlighting based on the corresponding agent s ACD state. The ACD Agent List also has a selection of Not Available codes that provide different tags such as On Break, With A Customer, In A Meeting, Vacation and more. These codes can be very useful to determine the status of your team. Under the My Reports tab situated on the far left select ACD Agent List. Click this icon which is stated on the top left. Underneath Date/Time select Real-Time (Now) Click OK. To demonstrate the different Not Available codes you have the ability to change the status of each ACD Agent. Click on an active ACD Agent and select Not-Available Codes. A pop up window will appear and underneath Options next to Not-Available Code click the arrow on the right of the drop down menu and select the option that you require and then click OK. 4

5 Adding An ACD Agent BLF The ACD Agent BLF enables you to see the status of your colleagues in order to better manage calls with your ACD queue team. It shows a list of all ACD Agent identities in a summary icon view. Call and ACD statistics can be displayed by hovering the mouse over an icon. When run against the Real Time date/time option, this report style also supports dynamic row highlighting and alerts based on the corresponding device s call or alert statistic state. Under the My Reports tab situated on the far left select ACD Agent BLF. Click this icon which is stated on the top left. Underneath Date/Time select Real-Time (Now) Click OK. Similar to the ACD Agent List, if you would like to demonstrate the different Not Available codes you can change the status of each ACD Agent. Click on an active ACD Agent and select Not-Available Codes. A pop up window will appear and underneath Options next to Not-Available Code click the arrow on the right of the drop down menu and select the option that you require and then click OK. 5

6 Adding An ACD N/A Code Usage This report style displays a list of ACD Not-Available reason codes which are specified by ACD Agents when they change to Not-Available state on the telephony platform. Code usage statistics are displayed against each item. Additionally, the report only shows reason codes actually used within the duration that the corresponding report is being run against. Dynamic row highlighting is supported for real-time variants of the report, based on whether any ACD Agents are currently in the Not-Available ACD state using the corresponding reason code shown by the associated report row. Under the My Reports tab situated on the far left select click this icon In the Style bar use the drop down menu and select ACD N/A Code Usage. Underneath Date/Time select Real-Time (Now). Finally click OK. 6

7 Adding A Call Centre/2000 Wallboard The Call Centre/2000 Wallboard enables you to deliver better customer service in your ACD queues by allowing you to see what you need to do now. It displays Real- Time statistics in large individual tiles where each statistic can have a specifically configured alarm. This style differs from the 1000 wallboard by additionally supporting the display of ACD specific statistics such as Busy, Not-Available, Wrap Up, Sign-In etc This report style is useful to show an overall summary of business or call centre performance which can be displayed on a large plasma screen to demonstrate key call handling metrics to phone users, team leaders and managers. Under the My Reports tab situated on the far left select click this icon In the Style bar use the drop down menu and select Desktop Wallboard. In the Name bar type Call Centre/2000 Wallboard. Underneath Date/Time select Real-Time (Now). Click the Fields tab and click Remove All. 7

8 Click Add and hover over Call Counts and select Waiting Now. Under the Fields Tab make sure Waiting Now is highlighted. Underneath Statistic Alarm next to When: drop down and select Higher Than. Next to Value: type in 0 then click Apply. Click Add and hover over Call Times then hover over Inbound Only and select Longest Waiting Now. Under the Fields tab make sure Longest Waiting Now is highlighted, under Statistic Alarm next to When: drop down and select Higher Than and next to Value: type in 15s. Then click Apply. Click Add and hover over Call Counts and select Inbound Calls. Click Add and hover over Call Counts and select Inbound Answered. Click Add and hover over ACD Counts and select Sign-In Count. Click Add and hover over ACD Counts and select In Alerting. Click Add and hover over ACD Counts and select In Available. Click Add and hover over ACD Counts and select In Busy. Click Add and hover over ACD Counts and select In Not-Available. Under the Fields tab make sure In Not-Available is highlighted, under Statistic Alarm next to When: drop down and select Higher Than and next to Value: type in 1. Then click Apply. Click Add and hover over ACD Counts and select In Wrap-Up. Under the Fields tab make sure In Wrap-Up is highlighted, under Statistic Alarm next to When: drop down and select Higher Than and next to Value: type in 1. Then click Apply. Click Add and hover over ACD Times and select Avg Alerting Time. Click Add and hover over ACD Times and select Avg Available Time. Click Add and hover over ACD Times and select Avg Busy Time. Click Add and hover over ACD Times and select Avg Handling Time. Click Add and hover over ACD Times and select Avg Not-Available Time. Click Add and hover over ACD Times and select Avg Wrap-Up Time. Click Add and hover over ACD Times and select Time On Duty (Current). 8

9 Click Add and hover over ACD Times and select Time On Duty (Total). Click Add and hover over ACD Times and select Tot Alerting Time. Click Add and hover over ACD Times and select Tot Available Time. Click Add and hover over ACD Times and select Tot Busy Time. Click Add and hover over ACD Times and select Tot Not-Available Time. Click Add and hover over ACD Times and select Tot Wrap-Up Time. Click Add and hover over Call Percentages and select % Service Level. Finally click OK. 9