Call Center - Supervisor Application
Contents
1. _ N eet pense H w Lucent OmniP X Office mmunication S rver User Manual Call Center Supervisor Application Release 8 0 September 2010 Alcatel Lucent Legal notice Alcatel Lucent Alcatel Lucent and the Alcatel Lucent logo are trademarks of Alcatel Lucent All other trademarks are the property of their respective owners The information presented is subject to change without notice Alcatel Lucent assumes no responsibility for inaccuracies contained herein Copyright 2010 Alcatel Lucent All rights reserved The CE mark indicates that this product conforms to the following Council Directives 2004 108 EC concerning electro magnetic compatibility 2006 95 EC concerning electrical safety 1999 5 EC R amp TTE CE Table of contents Call Center Supervisor Application Chapter 1 General Overview 1 1 Supervisor Application Presentation 0 0 00 0 cee 1 1 1 2 Accessing Supervisor Application 0 00 eeeeeeee 1 1 1 3 Supervisor Application Interface Overview 08 1 2 1 3 1 Monitoring Area Presentation siiccsicasecssenctsteccsmecssiaadcnedsuecdesuraucnevinesdsbouebmenintveke 1 3 1 3 2 Toolbar Presentation acct skecs ses vencteesiensebbes estes pencuhsdivee Gaeauseoiesecdy neeienceneasie 1 7 Chapter 2 Agent Supervision 2 1 Displaying Agent Activity 2 0 0 0 cece ceeeeeeeteeteeeteeetetetees 2 1 2 2 Changing Agent Status 2 02. Pierre x Name Pierre Extension 147 Status 4 C D busy Groups 1 100 Figure 2 1 Agent Activity Window Example The agent activity window provides the following information Name agent name e Extension extension number of the agent set e Status and icon on the right side of the window agent status For more information on the available values for agent status see module Supervisor Application General Overview Agent Status View e Groups groups in which the agent has been assigned e The percentage indicates agent activity rate which corresponds to the ratio between the time spent on ACD calls in the selected time slot and the period of time used to calculate activity rates 1 hour or 1 2 hour 2 Click the close icon on the top part of the window to exit 2 2 Changing Agent Status You can change the agent status in real time For example if lots of calls suddenly arrive you can change the status of agents so that they remain on duty and take calls 1 From the monitoring area double click in the middle of the selected agent status view The agent s parameters window opens 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application 2 1 Chapter 2 3 4 2 Agent Supervision Agent 1 x Status On duty v Groups M 1 Group 2 O 6 Group 6 O 2 Group 2 17 Group 7 O 2 Group 3 18 Group 8 Figure 2 2 Agent s Parameters Window Example In the Statu
3. In the Server name field enter the server name or IP address 3 In the Language drop down list select the language in which the screens will be displayed If necessary validate the checkbox if connection must be always to the same server 5 Click Connection The Supervisor application window is displayed and you are now connected You can now supervise the activity of the Call Center To exit the Supervisor application click on x in the upper right hand corner of the window to close the application window You are now disconnected from the Supervisor application 1 3 Supervisor Application Interface Overview 1 2 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application General Overview J Supervisor Console Ej nd Vo eal Sy OJ 2J 2 CE Figure 1 2 Supervisor Application Window The Supervisor application window consists of 1 A monitoring area which provides real time information on groups and agents configured in the Call Center 2 A toolbar for operations on agents and groups displayed in the monitoring area 1 3 1 Monitoring Area Presentation Figure 1 3 Monitoring Area Example The monitoring area typically shows groups and agents in a grid Groups are displayed in a row Up to eight groups can be monitored Each group is represented by a graphical view providing real time information on group activity see Group Status View 3EH21056USAA Ed 07 September 2010 Call Cen
4. 2 ccee ee eeeeeeeeeteeeeeeteeeteeeeees 2 1 2 3 Assigning an Agent to a Group ect ee eteteeeetteteeeees 2 2 Chapter 3 Call and Group Supervision 3 1 Displaying Group Activity 0 0 eee eeeeee ee ceeteteeeeetetetees 3 1 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application 0 1 Call Center Supervisor Application User Manual 3 1 1 Group Param terS aan hs coho ake nea beaten ea daia 3 1 3 1 2 Call Parameters aes haa cee ie a Ae ees hh dls chia ca teaei cae team 3 2 3 2 Displaying and Modifying Agents Belonging to a Group 3 3 3 3 Changing Group Status oo ccc cece cece ee ceeeeeeeeeteeseeneeeeeeees 3 3 Chapter 4 Display Customization 4 1 Selecting Agents to be displayed 0 c ccc 4 1 4 2 Selecting Groups to be Displayed 0 0 0 c cee 4 2 4 3 Organizing Groups and Agents Layout 00 ee 4 2 0 2 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application E Chapter 1 General Overview 1 1 Supervisor Application Presentation The Supervisor application allows you to view real time information on the activity of the Call Center and to simultaneously change parameters the status and assignment of agents groups and ACD ACD calls You therefore have real time access to information such as the number and status of the agents connected the number of calls waiting of calls deterred or lost and the status and composition of groups
5. color allows to identify agent status quicker in the monitoring area green normal orange exceptional and red problematic table 1 2 Available Values for Agent Status Status Meaning On duty The agent is logged on and ready to take ACD calls Being routed The agent set is reserved for a call currently being trans ferred to it the set is not yet ringing lt Ringing The agent s set rings after transfer of the ACD call fy ACD busy The agent answers an incoming ACD call Ce O Idle The agent has just hung up after an ACD call Agent is then given an idle period before another ACD call is sent ae Clerical work Temporary ab sence The agent withdraws temporarily from the call distribution chain Following an ACD call the agent may need to assess the call for example fill out a customer information screen The agent has temporarily gone off duty for a break Periods of temporary absence are not considered as work time F 2 Not available The agent answers an incoming non ACD call A P Busy Outgoing call The agent does an outgoing non ACD call No answer The agent does not answer an ACD call Two scenarios are possible e If the parameter Agents That Do Not Answer Are Automatically Removed has been activated the agent is taken off duty e If the parameter Agents That Do Not Answer Are Automatically Removed has not been activated the ag
6. field use the drop down list to select one of the following values e Open Manual to force the group opening e Closed Manual to force the group closing e Automatic to open the group in accordance with time slots 3 Click OK to confirm status modification The status of the group is modified in real time 4 Click the close icon on the top part of the window to exit 3 4 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application Chapter 4 Display Customization 4 1 Selecting Agents to be displayed 1 Click the a button in the toolbar of the Supervisor application The selection window opens LJ Application settings Q Agents Groups By group 1 Group 1 1 Group 1 15 Group 5 2 Group 2 O 2 Group 2 O 6 Group 6 3 Group 3 O 3 Group 3 O7 Group 7 H 4 Group 4 O 4 Group 4 O Group 8 M5 Group 5 l 6 Group 6 7 Group 7 ra nn Specific M 8 Group 8 Always connect to this server smb2340 122 F Always visible VA OK X Cancel Figure 4 1 Group and Agent Selection Window Example 2 Inthe Agents area agents can be selected e By group All agents of the group are selected at the same time 1 Validate the By group checkbox 2 Validate the checkboxes of groups whose agents must be displayed in the monitoring area e Agent by agent Each agent is selected individually regardless of the group they belong to 1 Validate the Specific checkbox 2 Validate the checkboxes of the agents to display
7. Functions The Supervisor application can be used to perform the following operations Observe Call Center activity The Supervisor application provides a tool which can be used to immediately check the status of your team In real time you can Observe the status of agents assigned to telephones free on a break post processing or busy Observe agent activity Observe agent activity rate displayed as percentage Observe the status of groups defined in the Call Center Observe group activity number of calls waiting received processed abandoned deterred number of transactions conducted Manage Call Center activity You can intervene to Modify agent status on duty off duty clerical work or temporary absence Modify group status open or closed Assign agents to groups Modify agents belonging to groups Customize the display of the Supervisor main window Note The supervisor can also act as an agent However the Supervisor application cannot under any circum stances replace the Agent application 1 2 Accessing Supervisor Application Procedure 1 On the desktop click the Supervisor icon The connection properties window appears 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application 1 1 Chapter 1 General Overview td Supervisor Console Q Server name h72 25 17 122 Language English Connection Always connect to this server Figure 1 1 Connection Window Example
8. ent stays off duty for the time period defined in the parameter Duration of an Agent s Temporary Remov al After Failure To Answer before being switched back to Awaiting Call status Note The parameters Agents That Do Not Answer Are Automat ically Removed and Duration of an Agent s Temporary Re moval After Failure To Answer are configured by the system administrator 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application General Overview Icon Status Meaning A Faulty The agent has not dialed a correct directory number or the A agent s set is out of service O Off duty The agent has withdrawn from all ACD groups or the agent mM has no associated set The agent is no longer available to take ACD calls 4 Agent identity number 5 Agent activity rate Available operations From the agent status view you can Display agent activity see module Supervisor Application Agent Supervision Displaying Agent Activity Change the agent status see module Supervisor Application Agent Supervision Changing Agent Status Display and modify the list of groups to which the agent can be assigned see module Supervisor Application Agent Supervision Assigning an Agent to a Group 1 3 2 Toolbar Presentation Ui Supervisor Console fl V Ya Mea 2s OJ 2 09 ee aa We Figure 1 6 Supervisor Console Window Example Jose a The toolbar pro
9. in the monitoring area 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application 4 1 Chapter 4 Display Customization 3 Click the close icon on the top part of the window to validate selection and exit The monitoring area is displayed with the agents selected previously 4 2 Selecting Groups to be Displayed 1 Click the re button in the toolbar of the Supervisor application The selection window opens see figure Group and Agent Selection Window Example 2 In the Groups area validate the checkboxes of the groups to display in the monitoring area 3 Click the OK button to validate selection and exit the window The monitoring area is displayed with the groups selected 4 3 Organizing Groups and Agents Layout Groups and agents can be moved manually in the monitoring area such as L Supervisor Console EE Y Yoj 2 Us j OJ B 09 a van KOJE BE Jeffrien H Mm 10 0 amp Figure 4 2 Groups and Agents Organization Example To modify groups and agents organization perform the following 1 Click the nya button in the toolbar of the Supervisor application 4 2 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application Display Customization In the monitoring area the symbol appears at the bottom right of group and agent status views 2 Point the mouse cursor on the group or agent to move 3 Click left mouse button and drag the selected group or agent to it
10. iteria e Parameter disabled Number of calls whose waiting time in queue is greater than S2 Overflow Time Deterred Calls 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application Call and Group Supervision Number of calls routed to the dissuasion announcement following saturation of the queue or if no agent is defined in a given group Calls Service Closed Number of calls taking place while the group is closed 3 2 Displaying and Modifying Agents Belonging to a Group 1 From the monitoring area right click in the middle of the corresponding group status view The group agent window opens a a o i Jacques Barnab Jean Jeffrien David Joseph EEE EER Figure 3 2 Group Agent Window Example The window displays the list of agents belonging to the group with their status view If necessary you can remove one or several agents from the group 2 To remove an agent from the group deselect the option checkbox of the corresponding agent status view 3 Click another part of the monitoring area to exit this window 3 3 Changing Group Status 1 From the monitoring area double click in the middle of the selected group status view The group status window opens 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application 3 3 Chapter 3 Call and Group Supervision Group 1 x Status Open OK i Figure 3 3 Group Status Window Example 2 Inthe Status
11. oup is overloaded A given group is shown as overloaded as follows e Group x saturated orange no agents are free in the group the next call is placed in the queue e Group x saturated red the time elapsed since the group was saturated is greater than the time defined in the parameter Time Delay With Flashing of Overload Messages Note The parameter Time Delay With Flashing of Overload Messages is configured by the system ad ministrator Group identity number 7 A graphic labelled D D for Dissuasion It indicates when the group is not ready Calls are routed to a dissuasion resource Available operations From the group status view you can Display the group activity see module Supervisor Application Call and group supervision Displaying Group Activity Display and modify the list of agents belonging to the group see module Supervisor Application Call and group supervision Displaying Agents Belonging to a Group Change the group status see module Supervisor Application Call and group supervision Changing Group Status 1 3 1 2 Agent Status View 7 P x 2 9M 14 i amp 2 y f Figure 1 5 Agent Status View Example The agent status view consists of 1 Agent name 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application 1 5 Chapter 1 General Overview Directory number of the agent set Agent status indicated by an icon and a color The background
12. rs e Call distribution see Call Parameters 2 Click the close icon on the top part of the window to exit Note Parameters are grayed when their counter is set to zero 3 1 1 Group Parameters Group parameters include Group name Group status e Open M group forced open e Closed M group forced closed e Open group opened depending on time slot or contact e Closed group closed depending on time slot or contact 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application 3 1 Chapter 3 Call and Group Supervision Note The letter M next to the status indicates when the group status has been manually modified see Changing Group Status Graphics labelled S for saturated A for awaiting and D for dissuasion For their meaning see module Supervisor Application General Overview Group Status View Call Parameters Call parameters include Answered Calls The number of ACD calls being started even if the conversation time is 0 seconds regardless of the group called or through overflow Connecting to called party The number of calls presented and not yet processed to ringing agent sets Agent available The number of agents in the group ready to take calls This number is decremented each time an agent is in communication Waiting Time lt Overflow Time The number of calls which have been waiting less time than the overflow time delay search for agent only in the group requested O
13. s field use the drop down list to select one of the following values On duty Off duty Clerical work or Temporary absence Click OK to confirm status modification The status of the agent is changed in real time Click the close icon on the top part of the window to exit Assigning an Agent to a Group You can change the content of groups by moving an agent from one group to another depending on the call load in the queue the duration of calls or the workload observed 1 From the monitoring area double click in the middle of the selected agent status view The agent s parameters window opens see figure Agent s Parameters Window Example The Groups area provides the group list to which the agent can be assigned In the Groups area check the boxes to select the groups in which the agent can be assigned Click the close icon on the top part of the window to exit 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application E Chapter 3 Call and Group Supervision 3 1 Displaying Group Activity 1 From the monitoring area double click the group name of the selected group status view The group activity window opens Group 1 x Status Open M Sa An DE des ssssssssssssososssssossosssssosssosss Group parameters Agent available 1 Call parameters Figure 3 1 Group Activity Window Example The group activity window lists the following parameters e Group name and status see Group Paramete
14. s final position Note This feature is only available when the Specific option is validated in the application settings see fig ure Group and Agent Selection Window Example The symbol appears when the feature is avail able 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application 4 3 Chapter 4 Display Customization 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application
15. ter Supervisor Application 1 3 Chapter 1 General Overview Agents are displayed in one or more rows Up to thirty two agents can be monitored Each agent is represented by a graphical view providing real time information on agent activity see Agent Status View The display of groups and agents can be customized Groups and agents can be hidden in the monitoring area The placing of group and agent icons in the monitoring area can be modified For more information on the customization of the display see module Supervisor Application Display Customization 1 3 1 1 Group Status View Figure 1 4 Group Status View Example The group status view consists of 1 Group name In the Supervisor application the group name takes the form Group lt number from 1 to 8 gt This group name does not reproduce the group name configured in the ACD general parameters of OMC 2 The graphical representation of a group identical for all groups in the monitoring area 3 Group status indicated by a background color Color Meaning Green Group opened Orange Group saturated Red Group in dissuasion Gray Group closed 4 A graphic labelled A A for Awaiting It indicates when the group is ready and awaiting 1 4 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application General Overview calls 5 A graphic labelled S S for Saturated It indicates when there are two many calls and the gr
16. verflow time represents the overflow time delay defined for each ACD group by the system administrator ACD Communications The number of simultaneous calls handled by agents of the group Calls Being Routed The number of calls in the process of being connected to an agent but not yet put through Waiting Time gt Overflow Time The number of calls which have been waiting longer than the overflow time delay search for agent only in the group requested and possibly in the overflow group if the latter is entered In Queue gt S1 The value depends on the parameter Waiting Begins Before Overflow Time Delay e Parameter validated Number of calls whose waiting time in queue is greater than S1 S1 is a threshold defined by the system administrator allowing the determination of service quality criteria In this case counting of the queue time for the statistics starts as soon as the call enters the queue e Parameter disabled Number of calls whose waiting time in queue is greater than S1 Overflow Time In this case counting of the queue time for the statistics starts on termination of the overflow time delay and the wait before this threshold is ignored In Queue gt S2 The value depends on the parameter Waiting Begins Before Overflow Time Delay e Parameter validated Number of calls whose waiting time in queue is greater than S2 S2 is a threshold defined by the system administrator allowing the determination of service quality cr
17. vides the following options 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application 1 7 Chapter 1 General Overview Button Click to Show or hide the dotted lines in the monitoring area The dotted lines represent EE grid outlines This allows you to move groups and agents easily in the monitor pey ing area when the Ty button is activated Customize the display of the group and agent in the monitoring area Groups and agents can be moved manually in the monitoring area Note This feature is only available when the Specific option is validated in the application set tings module Supervisor Application Display Customization Selecting Agents to be displayed Modify the agent display in the monitoring area Agents are automatically placed z above groups 9 Agents are placed above Groups are placed below Modify the group display in the monitoring area Groups are automatically v7 placed above agents Ca Groups are placed above Agents are placed below a Select groups and agents to display in the monitoring area Ar Display the supervisor software release _ 9 Display help contents iin 3EH21056USAA Ed 07 September 2010 Call Center Supervisor Application E Chapter 2 Agent Supervision 2 1 Displaying Agent Activity 1 From the monitoring area double click the agent name of the selected agent status view The agent activity window opens
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