IC Business Manager Super visor Overview
Training Agenda Starting IC Business Manager Business Manager- Supervisor Introduction Workspace Views Help Workgroup Views Agent Overview Agent Detail Workgroup Overview Workgroup Detail Workgroup Functions Listen, Coach, Join Activation/De-activation Change User Status Alerts Statistic alerts Time in Status alerts Assistance Response Reports Interaction Reporter Q&A
Starting IC Business Manager 1) There is a Business Manager shortcut on the desktop. 2) Use your CIC credentials
Interaction Supervisor Introduction Business Manager-Supervisor is more powerful, summarizes additional operational statistics and provides alerts. It allows a user to: Monitor individual agents Monitor multiple agents Monitor single workgroups Monitor multiple workgroups Set alerts to inform of events triggered by statistical changes Display, Sound, Email, Interaction Desktop client message View real-time statistics in graphs and consolidated tables Respond to agent Assistance requests Run Interaction Reporter
Interaction Supervisor Introduction Workspaces Supervisor is a component of IC Business Manager When you start IC Business Manager for the first time, the main window or workspace will be blank. When views are added, they appear within IC Business Managers workspace as tabs by default. Once views are arranged, the workspace will be remembered upon exiting and reentering Supervisor.
Interaction Supervisor Introduction Home/default Views Workspaces will contain one or more views and can be organized by tasks There is an ability to create custom workspaces with one or more views for a specific task is available This session will concentrate on the home/default Workspace for the Agent and Workgroup views. Workspaces
Interaction Supervisor Introduction Associating with a telephone device If using ICBM to run reports, configure alerts, look at statistics, then a phone association is not required. If using ICBM to pickup calls, transfer calls, Listen/Coach/Join calls, playback recordings through the Telephone Handset, then a phone association is required. The Interaction Desktop client must already be started. You can view your station/phone association in the lower left hand corner of ICBM.
Interaction Supervisor Introduction Help Use the Help Menu for information regarding views and how to use them Interaction Feedback Interaction Quality Manager Interaction Recorder Interaction Reporter Interaction Supervisor This session will concentrate on the Interaction Supervisor topics.
Interaction Supervisor - Agents and Workgroups Select New Select View Group by: Categories Select Agents and Workgroups Agents and Workgroups The following views will be available: Agent Details Agent Graph Agent or Workgroup Queue Agent Overview Workgroup Details Workgroup Directory Workgroup Graph Workgroup Overview Workgroup Statistics
Workgroup Views Agent Overview Select New Select View Group by: Categories Select the Agent Overview view from the right hand menu. Click OK.
Workgroup Views Agent Overview Select the agents you want to get an overview on. Click Next. Move them from the Available items box to the Selected items box using Add, Add all etc. Ctrl-click and shift-click are supported within the list. Click Next. Reminder: All Agent/Workgroup dialog boxes and drop down lists will only show the first 20 objects to which you have permissions. You need to do type down support in the Filter boxes in order to narrow your search and make those additional objects appear.
Workgroup Views Agent Overview Select the Interval and Queue Statistics you would like to see. Click Finish. Interval Statistics: Current Period Current Shift Previous Period Previous Shift Queue Statistics: Interactions Received Interactions answered Interactions completed Longest interaction waiting Longest talk time Average wait time Average talk time Non-ACD interactions Average agent positive score Average agent negative score Average customer positive score Average customer negative score Important: Only add statistics for what you need!
Workgroup Views Agent Overview The Agent Overview view consolidates multiple agent statistics in an expandable table, so that an agent's performance can be compared to other agents in various workgroups. Expand the sign next to the agent names to see statistics per workgroup. Choose from All objects or a specific workgroup from the Workgroup dropdown. Right click and choose Add/Remove Statistics to change the agents or statistics.
Workgroup Views Agent Details Select New Select View Group by: Categories Select the Agent Details view from the right hand menu. Click OK.
Workgroup Views Agent Details Select the agent you want a detailed report on. Click Next. Filter Important: All Agent/Workgroup dialog boxes and drop down lists will only show the first 20 objects to which you have permissions. You need to do type down support in the Filter boxes in order to narrow your search and make those additional objects appear.
Workgroup Views Agent Details Select one of the workgroups that agent belongs in or select [All objects] if you want to include all the workgroups the agent belongs in. Click Finish.
Workgroup Views Agent Details This view summarizes the activity of a single agent for a single workgroup or all the workgroups the agent is in. You can quickly change the Agent/Workgroup from the dropdowns at the top. The statistics you have selected are in the rows, and the periods/shifts in the columns Right click and choose Add/Remove Statistics to change the period/shifts or statistics Reminder: use type down support in the drop down lists to find a specific agent
Workgroup Views Workgroup Overview Select New Select View Group by: Categories Select the Workgroup Overview view from the right hand menu. Click OK.
Workgroup Views Workgroup Overview Select the workgroup or workgroups you like to get an overview on. Click Next. Reminder: All Agent/Workgroup dialog boxes and drop down lists will only show the first 20 objects to which you have permissions. You need to do type down support in the Filter boxes in order to narrow your search and make those additional objects appear.
Workgroup Views Workgroup Overview Select the statistics you would like to see in the overview list. Click Next. Important: Only add statistics for what you need!
Workgroup Views Workgroup Overview Select the Interval and Queue Statistics you would like to see. Click Finish. Important: Only add statistics for what you need!
Workgroup Views Workgroup Overview The Workgroup Overview view consolidates multiple workgroup statistics in an expandable table control, so that an workgroup's performance can be compared to each other. Right click to change the workgroups or statistics
Workgroup Views Workgroup Details Select New Select View Group by: Categories Select the Workgroup Details view from the right hand menu. Click OK.
Workgroup Views Workgroup Details The Workgroup Details view displays details about a selected workgroup such as the status of individual members and statistics on the workgroup itself. You can see active calls within the Queue tab, whether the call is assigned to an agent or not. The bottom of the view can show the member s status by clicking on the Members tab. Right click and choose Add/Remove Statistics to change the period/shifts or statistics. You can quickly change the Workgroup from the dropdown at the top. Important: Only add statistics for what you need! Right click on the column headers in either the Members tab or Queue tab to add additional data columns.
Workgroup Functions Call Control The bottom half of the Workgroup Details view shows the calls currently in the queue. Additional columns of information can be added in the Queue tab by right clicking on the column headers NEW: ACD WAIT REASON Supervisors can click on a call in the queue and either Listen, Coach, Join, Pickup, Transfer the Call, etc
Workgroup Functions Call Control Listen Allows you to listen in on the call/interaction between the agent and the caller/contact. Works for Chats and Emails as well. Coach Allows you to speak to the agent and the caller will not hear. Practice with agents in advance so they are not responding to your coaching in a manner that the caller would hear. Join Creates a 3 way conference call with you, the agent, and the caller. Note: Pickup/Disconnect Would pickup or disconnect the call directly.
Workgroup Functions Member Activation If a user is activated in a workgroup, they can take/will be fed ACD Interactions and if they are deactivated, they will not receive ACD Interactions for that workgroup. The Workgroup Details view, allows you to activate or deactivate a user Right click on a user on the Member tab and select Manage User activations then move workgroups between the Available and Selected boxes. You can also right click and select Manage Workgroup Activations to see the list of users in a workgroup and move them between the Available and Selected boxes.
Workgroup Functions Change User Status Supervisors can change the status of workgroup members from the Workgroup Details view Right click on a user from the Member tab that you want to change the status on and select Change Status for Users Name (requires proper permissions) The Change Status dialog box will appear where you can select the status from the drop down in order to change
Organizing Views If you have multiple tabs open in a Workspace you can arrange them to view multiple at the same time or use Slideshow mode that cycles through open tabs. To show in Slideshow mode, click View from the menu options, then Show slide show.
Alerts An alert notifies when a statistic is in or out of a userdefined range, based on the value of a statistic. When an alert becomes active, it can play a sound, change the color of text or an icon, send an Email, or send a Supervisor Message to the Interaction Desktop clients. The easiest way to create an alert is by right clicking on the statistic you want to alert on, and choosing Edit Alerts.
Alerts Click on Add from the Alert Conditions section and the Alert condition dialog pox will appear which allows you to specify the parameters that have to be met to trigger the alert. Trigger alert when value is between the minimum and maximum Trigger alert when value is less than Trigger alert when value is more than Has a value Not set You can click on the Severity dropdown to change the balloon color. Or click on Add Action to set an alternate alert type.
Alerts One or more actions can be selected for a alert when it is triggered. Available Actions: Show the statistic with a different font and color Play a sound on the computer that runs Supervisor Send an email to one or more recipients Send a client memo to selected recipients (bottom of the Interaction Desktop client or Toast/Desktop Alert)
Alerts Active Alerts From the Tools menu select View Active Alerts. Shows alerts that are currently triggered. You can also edit directly from the same window. Manage Alerts From the Tools menu select Manage Alerts. Filters After you expand My Default Alert Set it shows all alerts, alerts in a specific category, or by other filter criteria. You can also add/edit/remove an alert directly.
Alerts Time in Status From the Members tab in a Workgroup view, right click on a user and choose Edit Alerts. The Edit Alerts dialog box will appear. You can select what status for which you wish to create an alert. Then Add an Alert Condition (that is based upon time) and Actions the same way as with a statistical alert. For example: Set an alert when an agent is At Lunch for more that 1 hour.
Assistance Response The agent side If the agent needs Supervisor assistance during an ACD call they can click the Assistance button and key a help request into the resulting pop up chat box. This request will be sent to the Supervisor team for action. This is like an electronic raising your hand. If a Supervisor is available, they will accept the request, and can chat back, listen, coach, join, etc.
Assistance Response Supervisor side New Assistance Requests will show in the Agent Assistance window (in ICBM). There may be multiple requests at the same time. One or more Supervisors can accept or decline to help by clicking on the request and then on the Respond or Ignore buttons. When an agent needs help and sends a Assistance Request, a toast pop opens on the Supervisors screen. If you ignore the request, the Assistance Request stays active and can be picked up at a later time or by another supervisor (assumes multiple supervisors are associated with this specific workgroup). You can manage all Assistance Requests from the Agent Assistance window
Assistance Response Supervisor side When a request is accepted by a Supervisor, a chat window opens with the agent. The supervisor can chat with the agent. The telephony options are available as well if the Supervisor needs to Listen, Coach, or Join the call. The Supervisor can click Close when complete. The assistance request will also be removed if the interaction is disconnected.
Reports Interaction Reporter Click on the Interaction Reporter workspace. Note the Interaction Reporter topic in the Help menu. Interaction Reporter allows you to easily create pre-defined reports using filters. The columns of data displayed in the reports cannot be modified.
Reports Interaction Reporter Expand the category of reports in the Navigation Pane for which you wish to run.
Reports Interaction Reporter Double click the report you would like to run to expose the filters/parameters configuration screen Expand Filters to use the Last Used parameters or use another filter you saved previously.
Reports Interaction Reporter Required Parameters Change Required Parameters by clicking on the appropriate dropdown and selecting a new item. Reminder: these options will differ depending upon the report.
Reports Interaction Reporter Additional Parameters Add one or more Additional Parameters by clicking on the dropdown and selecting a new item. Choose a logical operator and type in value. Click on the X to delete the parameter. Additional Parameters may be added by repeating. Reminder: these options will differ depending upon the report.
Reports Interaction Reporter Group By and Summary Parameters Order by Move items from the Available Groups to Selected Groups. Use the ordering arrows as necessary. Reminder: these options will differ depending upon the report.
Reports Interaction Reporter Once the parameters are configured you run the report by clicking on Run Report button from the toolbar. There are also buttons to Import/Export the filter set (to a file), Save a Filter, Load a Filter, etc. Name the filters logically. Run Report Shows number of records to be returned Import/Export filter to a file for someone else to use Save the Filter to quickly use it next time from the Navigation Pane Previously saved filters
Reports - Interaction Reporter The report will be displayed.
Reports - Interaction Reporter You can run multiple reports. Each will open in their own tab. Close by right clicking on the tab and choose Close view.
Conclusion Q & A
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