Chapter 12 Automatic Call Distribution with MIS

Agent Desktop (Q-Desktop)

As the importance of contact centers increases, so does the need to monitor operational parameters. Q-Desktop lets managers and agents view real-time information on queue and agent performance across all contact media, whether phone, email or the web, providing supervisors and agents with the tools for making the right decisions at the right time.

Agents have access to a wide range of contact center functionality directly from their PC desktop, ensuring that they can operate at optimal efficiency. Using the Agent toolbar they can:

Log into and out of queues Request post call work time Take a break

Wrap up or resolve a call Raise an alert for assistance

Q-Desktop also gives agents control over phone functions (e.g., answer, transfer, conference and hold) from their PC and identifies incoming calls by screen popping prudent information such as ANI, wait time, queue name, as well as caller's name account number and any other desired information from Q- Master or external database. Any actions taken by the agent in the contact center are reflected in real- time by Q-Desktop. These views give agents and supervisors a lot of valuable information at a glance. List of features included with Agent Desktop (Q-Desktop):

Real-time information - view the status of each agent and queue. Supervisors can monitor contact center service levels and act immediately when issues arise unexpectedly. Experience has shown that agent commitment increases when staff can view each other's performance. Your agents become increasingly goal oriented and require less supervision, resulting in increased productivity and accountability.

Caller information display- Q-Desktop screen-pops calls as the phone or email is delivered to the agent. Using Caller ID, users can view the caller's name and number before answering the call, saving valuable seconds. Use the Phonebook, Q-Desktop's own database, to store special details for a caller, which may be screen-popped with the call.

Multiple views – users can make their view of the contact center as simple or as detailed as they wish, and flick from one view to another with a single mouse-click. They may choose to view:

othe queues and which agents are logged into

othe individual agents and the type of call they are on o both queues and agents

Precise and convenient dialing - point-and-click directories ensure fast and accurate dialing. Agents can also dial directly from their PC keyboards.

Specialized features for supervisors - supervisors will always have a current picture of contact center activity: queue status, service level, abandonment rates, traffic volumes and agent statistics. A number of specialist features are also available for supervisors, including:

oOn-demand call delivery

oRemote log in/out option to control agent status o Conversation monitoring and intrusion

o Direct access to Q-Master's administration package - for dynamic changes o Emergency queue re-routing

o At-a-glance icon indications of call and agent status

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UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide

 

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NEC 2000 IPS manual Agent Desktop Q-Desktop