Student Guide ASPECT AGENT

Student Guide ASPECT AGENT Last Updated: 09/29/2016

TABLE OF CONTENTS Introduction to Aspect... 1.1 What is Aspect?...1.1 Why Aspect?...1.1 Ambulatory Care Call Management Standards...1.1 Patient Experience...1.1 Aspect Applications...1.2 Unified Agent Desktop Window (UAD)... 2.1 Log Into The Unified Agent Desktop (UAD)...2.1 Overview of the UAD...2.2 Changing States...2.2 Call Management...2.3 Ready to Receive Incoming Calls...2.3 Putting A Call On Hold...2.3 Call Control Window...2.4 View the Call Control Window on the UAD...2.4 Call Control Window Icons and Descriptions...2.4 Call Wrap...2.5 Placing Calls...2.5 Placing A 911 Call...2.6 Incoming Calls During Parked State (RNs)...2.6 Transfers...2.7 Cold Transfer...2.7 Warm Transfer...2.8 Conference...2.9 Logging Out...2.10 Agent Services Assignment (ASA)... 3.1 Unified Command and Control - Real Time Reporting (UCC RTR)... 4.1 Call Management Ribbon...4.1 Interpreting the Ribbon...4.3 How to Interpret the Ribbon...4.3 Canvas...4.4 Appendix 1: Call Management Definitions... 5.1 Appendix 2: ACS Business Call Center with Clinical Call Center... 6.1 Appendix 3: The Personal Greeting... 7.1 Recording Personal Greeting...7.1

Section 1 Introduction to Aspect What is Aspect? Aspect is a software phone system. Instead of making inbound/outbound calls using your hard phone, you will do so using your computer (soft phone). Aspect is a technologically advanced phone system that can accommodate the volume and demand of inbound/outbound calls and provide a more efficient call management process. Why Aspect? Many ACUs and non-acus have been using the Rockwell Phone System which is now obsolete and must be replaced. All callers should have the same experience when calling an ACU or non-acu. Opportunity to standardize call management processes. Option for wearing headsets, as you may do now. Ambulatory Care Call Management Standards UM voice standard voice Standardized scripts for business open, closed holiday and after hours Option to hang on the line and be connected to the Hosp OPS when closed Eliminated prompts Eliminated voice mail patients will not leave messages on voice mail On hold messages/music managed by Communication Dept same music and announcements everywhere Wait time message: You are caller number X, your expected wait time is X. Closed Message - plays after hours and holidays Emergency message: If this is an emergency dial 911. Caller forwarded to in house operators for doctors to be paged after hours Cancel appointment option Patient Experience Greeting Message will be the same, including: Aspect Student Guide Proper identification of UM ACU or non-acu Standardized person greeting Quality monitoring statement notification to patient the call is being recorded (currently only inbound calls) Last Updated: 09/23/2016 Pg 1.1

Section 1 Introduction to Aspect Aspect Applications There are three applications within Aspect. Unified Agent Desktop: Allows you to place and receive calls. Agent Service Assignment: Allows you to select for which services you will receive calls Unified Command and Control Real Time Reporting: Allows you to see an overview of service activity Aspect Student Guide Last Updated: 09/23/2016 Pg 1.2

Section 2 Unified Agent Desktop Window (UAD) Log Into The Unified Agent Desktop (UAD) 1. Click Windows Start button. 2. Click All Programs. 3. Select appropriate Aspect folder. Choose one: Aspect Primary (the Aspect production system). Aspect Secondary (the Aspect back up system. Only use when instructed to go into the back up system.). 7. Enter the phone number that is connected to your computer in the Station ID field. This only needs to be done once, unless the agent changes stations/location. 8. Click OK. The system will display an Authenticated status in the left side of the UAD. 9. Click the Change State button. 4. Select Unified Agent Desktop Client. The Unified Agent Desktop (UAD) log in window appears. Click Install button, if a popup appears. 5. Type your User Name (uniqname) and Password (Level-2 password). DO NOT CLICK OK. 6. Click the right arrow to expand the Login panel. 10. Select Not Ready. 11. Lift the receiver and set aside when the UAD calls the hard phone located at the Station ID you entered. This process establishes a connection between your telephone (hard phone) and the computer (soft phone). A green phone on the Connectivity Status bar indicates the agent has successfully signed in. Aspect Student Guide Last Updated: 09/29/2016 Pg 2.1

Unified Agent Desktop Window (UAD) Section 2 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 has a Functions window which provides information about the Unified Agent Desktop (UAD) and provides access to Agent Desktop controls. The UAD window can be repositioned by placing cursor on Connectivity Status bar, click and drag to the desired position. Changing States Aspect displays the current activity state. By clicking on the Change State button, you can choose your desired state. Some activity states provide sub-states from which to select. 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. State Options Idle Not Ready Parked Logout Description The state in which an Agent is available to receive calls. The state in which an Agent is not able to receive inbound calls OR place outbound calls but still logged in. Your DID will not ring either the system assumes if you are Not Ready that you are physically not at your desk. The state in which an Agent is logged in, but not receiving inbound queue calls. Use the Parked state to place outbound calls. Always choose Outgoing as the reason code. At the end of the day the Agent will select Logout. 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. In addition to these four states there are states that you will see based on actions within the system. They include Active, Wrap, Hold and some other that will be more rare. Aspect Student Guide Last Updated: 09/29/2016 Pg 2.2

Unified Agent Desktop Window (UAD) Section 2 Call Management The UAD uses multiple telephone lines concurrently. When a line becomes active you will see: 1. Click the Change State button. 2. Choose Idle. A. Media Line Access Window DNIS (Dialed Number Identification Service) this is your call center number which was dialed. ANI (Automatic Number Identification) - identify the calling number. With ANI, the call agent knows who is calling before answering. B. Name of caller C. Type of call and length of the call The color represent the call state Green is an Active call state Putting A Call On Hold 1. Click Hold button in the Call Control window. A. Status changes from Active to Held. The window color changes from Green to Red. 2. Click Retrieve button when you are ready to resume. Ready to Receive Incoming Calls When you are ready to begin receiving incoming calls: The Hold button changes to Retrieve when a call has been placed on Hold. Aspect Student Guide Last Updated: 09/29/2016 Pg 2.3

Unified Agent Desktop Window (UAD) Section 2 Call Control Window Call Control Window Icons and Descriptions The Call Control window appears when the agent is active on a call. This features basic call-related functions used to handle incoming and outgoing calls. The Call Control window will always be associated with the phone the agent is using. View the Call Control Window on the UAD 1. Click the arrow on the right side of the UAD. The Call Control window expands on the UAD. The call control window remains open until the agent releases the call with which they are associated. Name Contacts Contacts Field Dial Hold Keypad Release Transfer Unified Message Viewer Description Provides a list of contacts. Select or type a phone number to call or transfer. Calls the number shown in the Contacts field. Places the current call on hold. The color of the button changes when the call is placed on hold. Provides a keypad that you can use to dial a number. Releases the current call. Allows you to transfer the current call. When on an Active call with a customer, click to open the Unified Message Viewer. Aspect Student Guide Last Updated: 09/29/2016 Pg 2.4

Unified Agent Desktop Window (UAD) Section 2 Call Wrap An agent must choose to go into a Call Wrap State so they can document in the patient record and conduct other work related to the call before they take another call. If the agent does not check the Wrap Requested box, they are able to receive calls immediately, regardless if they are finished documenting information for the previous call. to take yourself out of call wrap if you have not yet completed the documentation related to the call. An CCU agent wrap warning threshold is 3 minutes Once the CCU agent reaches 5 minutes in Call Wrap they will be automatically placed back into Idle or Parked. 2. Click OK which releases you from Call Wrap when you are finished. The agent will return to the state (Parked/Idle) they were in prior to the call on which they requested Wrap. TIP: Outbound calls should not be made from Call Wrap. Doing so will result in skewed wrap times in your ACU reports. Placing Calls There are three different ways to place a call using the Call Control window. Use the Line Box Option 1. The agent must manually check the Wrap Requested box before the call has ended. An ACU agent wrap time threshold is 2 minutes. An ACU RN wrap time threshold is 5 minutes. Once an ACU agent/rn has met the 2 or 5 minute wrap threshold, the Line 1 tab will highlight in yellow. This serves as a reminder only that you are still in Call Wrap. You do not have 1. Type the phone number in the Line box. 2. Click Dial. Aspect Student Guide Last Updated: 09/29/2016 Pg 2.5

Unified Agent Desktop Window (UAD) Section 2 Use the Keypad Option 3. Click Dial when the system populates with your selection. Placing A 911 Call An Agent CANNOT place a 911 call while in the ASPECT System. 1. Click the Keypad icon. 2. Select the keys to enter the number. 3. Click Dial. Press Enter or click X in the upper right corner to close the Keypad. Use the Contacts Search Option If you need to place a 911 call, your options are: Use another open line that is not connected to Aspect. You can do this on your hard phone. You could use another phone in the area that is not connected to Aspect. You can log out of ASPECT and dial from your hard phone. Incoming Calls During Parked State (RNs) When the agent is logged in, but not receiving inbound queue calls. Agents should use the Parked State to place outbound calls. Clinical call staff (RNs) that do not take live calls will remain primarily in the Parked state. See your manager for the specifics of your workflow. Making outbound calls from any state other than PARKED will not be counted in reports. 1. Click the Contacts icon. 2. In the Find a contact box, type the name of the Contact, Agent, Supervisor or Service. Click the X that appears to clear this field. Always choose Outgoing (Parked Only) as the Reason Code. While in the Parked State your DID can ring. When this happens an Accept/ Reject screen appears asking the agent to choose to Reject the call or Accept the call. Aspect Student Guide Last Updated: 09/29/2016 Pg 2.6

Unified Agent Desktop Window (UAD) Section 2 Cold Transfer A Cold Transfer is a call that is transferred to a service without the person announcing or informing the recipient. The caller being transferred will hear the service greeting. The following are examples of a cold transfer call: Example 1: The call agent transfers a call to an ACU/Department outside of their own ACU/Department. If you do nothing the caller will hear: The person you are trying to reach is unavailable, please call back later. If you do not do anything you will automatically be placed into a Not Ready state. If you Accept the caller on line 1 will be placed on Hold. Example 2: The call agent transfers a call to their registered nurse (RN) call center. Transfers Aspect Student Guide Last Updated: 09/29/2016 Pg 2.7

Unified Agent Desktop Window (UAD) Section 2 Steps to Cold Transfer to Another Service Warm Transfer A warm transfer is a call that you forward to a third party where the originating agent remains on the call to announce or provide information about the call before it is released. The following are examples of a warm transfer call: Example 1: call center agent transfers a call by direct dial using number pad. 1. Click the Contacts icon from the Call Control window of the active line and select Services grouping. You can also use the Keypad to direct dial your contact. Click dial once you ve entered the contact s number. 2. Select the Service with the word Transfer attached. (Example: Staff from Brighton Health Center transfer to DF Plastic Surgery Transfer.) Example 2: call center agent transfers call to an individual using the Contacts list. Steps to Warm Transfer a Call If the agent is transfering a call to their RN Call Center, they will select the Service with the word Login attached. (Example: Call Agent transfers call to their RN call center Brighton Health Center RN- Login.) 3. Click Phone icon. 4. Select Transfer. 1. Click the Contacts icon from the Call Control window of the active line. 2. Select the Contact. 3. Click the Phone icon. Aspect Student Guide Last Updated: 09/29/2016 Pg 2.8

Unified Agent Desktop Window (UAD) Section 2 4. Select Call. When the Contact answers, the agent may communicate the necessary information about the patient. The original call is on Hold. The three parties are connected. There are two options for ending the call. Please use caution when selecting these options! 4. Click the Transfer button for the agent to exit the conversation. The other two parties are still connected. 5. Click the Line Status Indicator to activate the original call. 6. Click Transfer button. The call is transferred to its destination. Conference 5. IMPORTANT: By clicking the Release button the call will end for all three parties! Conferencing allows the Agent to join in with two active lines. This function is used in Ambulatory Care for a Red Call. 1. Select the third party with whom the agent wants to conference using Call Control window for the Active call. The selected number appears in the Contact field of the Active call. 2. Click Dial. When the Contact answers the agent may speak with Contact. The original call is placed on Hold. 3. Click Start Conference button. Aspect Student Guide Last Updated: 09/29/2016 Pg 2.9

Unified Agent Desktop Window (UAD) Section 2 Logging Out When you log out at the end of the day be sure your call queue is empty. Calls that come in after the clinic closes will hear the closed message. But any calls that came into the queue prior to closing will remain in the queue until they are taken care of. 1. Click the Change State icon. 2. Select Logout. 3. Select End of Day. Logout is used for end of day only. EXCEPTION: A float may change work sites during the day and will log out from one site and log in at another. Aspect Student Guide Last Updated: 09/29/2016 Pg 2.10

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 Student Guide Last Updated: 09/29/2016 Pg 3.1

Section 3 Agent Services Assignment (ASA) Aspect Student Guide Last Updated: 09/29/2016 Pg 3.2

Section 4 Unified Command and Control - Real Time Reporting (UCC RTR) Call Management Ribbon The Call Management Ribbon (also called a Canvas in Aspect) is a real time display of agents overall availability. It is designed so each agent can have an at-a-glance visual of their respective ACU services such as quantity of calls that are currently waiting to be answered in the queue; the availability of other agents in their workgroup; a display of the # of agents logged in, idle, active on a call, in wrap, not ready or in parked state. An agent needs to open the Ribbon every day as they log in to Aspect. Select Continue to this website (not recommended) if this screen appears. To open the Ribbon application: UCCRTR 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. Aspect Student Guide 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 Ribbon window appears. Last Updated: 09/29/2016 Pg 4.1

Unified Command and Control - Real Time Reporting (UCC RTR) Section 4 9. Select Ribbon Folder, then click Ribbon. 10. Click the Service Filter button. 11. Search for the appropriate service(s) and double-click to add the filter. 12. Click the Submit button when finished choosing Service(s). 13. Select the Save icon in lower-left corner. 14. Rename the filtered Service(s) for your Private Canvas. 15. Click the Submit button. 16. Click the Private Canvases + button to expand. You ll find your saved canvases here. Aspect Student Guide Last Updated: 09/29/2016 Pg 4.2

Unified Command and Control - Real Time Reporting (UCC RTR) Section 4 Interpreting the Ribbon The essential parts of the Call Management Ribbon are: 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. 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. # 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. How to Interpret the Ribbon 1. #Idle + #Active + #Call Wrap = Available Agents 2. #Not Ready + #Parked = Unavailable for Queued Calls For example the Clinical Call Center Login: Aspect Student Guide Last Updated: 09/29/2016 Pg 4.3

Unified Command and Control - Real Time Reporting (UCC RTR) Section 4 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. Outbound call performance metrics are not reported at this time. 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). 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. Aspect Student Guide Last Updated: 09/29/2016 Pg 4.4

Appendix 5 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: 09/23/2016 Pg5.1 of 4

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: 09/23/2016 Pg5.2 of 4

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: 09/23/2016 Pg 5.3

Appendix 1: Call Management Definitions Aspect Student Guide Last Updated: 09/23/2016 Pg5.4 of 4

Appendix 6 Appendix 2: ACS Business Call Center with Clinical Call Center Aspect Student Guide Last Updated: 09/29/2016 Pg6.1 of 2

Appendix 2: ACS Business Call Center with Clinical Call Center Aspect Student Guide Last Updated: 09/29/2016 Pg6.2 of 2

Section 7 Appendix 3: The Personal Greeting Recording Personal Greeting To record a personal greeting you must be logged into Aspect. Place yourself in a Not Ready or Parked status. The standardized personal greeting is, Hello, this is [state your name]. How may I help you? 1. Click Messages on the toolbar to open the viewer. 2. Click Personal Greeting. 3. Double-click on UOM. The Personal Greeting Recording window is displayed. 4. Click Record button (red round) to begin recording. 5. Speak the greeting into the phone after phone beeps. The recording will automatically stop at 10 seconds. 6. Click Stop button (black square) to manually stop recording. Select the Play button (green arrow) to play back the recording if you wish to listen to your recording. 7. Click Save to save the recording. The UOM Recorded column will display a. 8. Click the X in the top right corner to close the Personal Greeting Recording window. Aspect Student Guide Last Updated: 09/29/2016 Pg 7.1

Section 7 Appendix 3: The Personal Greeting 9. Change your status back to Idle. Please record your personal greeting prior to Go-Live. You will need to record it in the Primary System and the Secondary System. Aspect Student Guide Last Updated: 09/29/2016 Pg 7.2