NEC 2000 IPS manual Master Contact Center Solutions, Contact Routing Q-Control

Chapter 12 Automatic Call Distribution with MIS

Q-Master 3.1

Q-Master is a scalable contact center solution offering high-end functionality at a reasonable price. Q-Master is completely modular, allowing contact center management to select the components that best meet operational and budgetary requirements while retaining the flexibility to add additional modules in the future. One of the key advantages of this is the range and scalability of the solutions. This is the first contact center application available that is capable of providing the same functionality to end users regardless of whether they deploy a

small, medium or large PBX or Key system using any of the UNIVERGE Family of systems or the Elite IPK. This creates a powerful migration path never before available to our customers.

Q-Master Contact Center Solutions

Contact Routing (Q-Control)

Q-Control is the core module of Q-Master. It lets users maximize contact center efficiency by providing dynamic control over the delivery of phone, email and web initiated contacts. Since labor is a contact center's largest expense, this efficiency equates to significant operational cost savings. Q-Control uses skills-based routing to match agent knowledge to the needs of different callers or groups of callers; agents handle the inquiries they are most equipped to deal with. When all the agents in a specific queue are busy, Q-Control automatically overflows calls to the next most suitable agent in another queue, by matching agent skill sets to a variety of different queues using a predetermined call delivery matrix. List of features included in Contact Routing (Q-Control):

Individual agent IDs - Agents log on and off from their telephone or PC with a personalized ID number - the agent, not the extension is tracked.

Wrap-up codes - prompts agents to supply a Wrap-up code, providing detailed real-time call handling information.

Work-time allowance - provides each agent with post-call processing time.

Inter-Queue Transfer - even when a call is transferred from one queue to another, callers maintain their position in the queue based on total time waited.

Wallboard Interface - access real-time stats displayed on an electronic wallboard. A quick glance delivers an accurate picture of current performance levels.

Specialized features for supervisors - a number of specialist features are also available for supervisors including:

oon-demand call delivery o remote log in/out option

o conversation monitoring/intrusion o emergency queue re-routing

Simplified Administration – The wizards and a graphical user interface help to administer all aspects of the system. Adjustments to call delivery patterns, queue setup, agent assignment and other parameters can be made in a matter of seconds as updates are performed in real- time.

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