Symposium
Call Center Server
Feature Document
Set your foundation for profitable
customer relationships
Table of Contents
Introduction . . . 3 Call processing . . . 5 Call routing . . . 6 Call scripts . . . 6 Skill-based routing . . . 9Queuing and presentation . . . 11
Network skill-based routing . . . 12
Agent/supervisor call handling features . . . 13
Agent telephone set features . . . 13
Supervisor telephone set features . . . 15
Contact center management . . . 16
Administering Symposium Call Center Server . . . 16
Real-time displays . . . 19
Management reports . . . 20
Integration capabilities . . . 26
Glossary . . . 29
Appendix A: Script example . . . 31
Appendix B: Report listing . . . 32
Appendix C: Report examples . . . 33
Introduction
What is a contact center?
Call centers have changed dramatically over the last few years. Once an environment designed to process telephone calls, call centers have evolved to become customer contact centers, processing all types of media transactions. The contact center is now seen as the core of a business due to its critical role in maximizing customer satisfaction, enabling companies to deliver the definitive customer experience. Its integral parts consist of:
• Representatives who handle customer transactions (also called agents) • Management personnel
• Technology to handle customer transac-tions, including the routing, treatment and fulfillment of transactions A contact center may be found within a department in a company or it may be the sole business unit that comprises a company. Regardless of the size and complexity of a contact center, its objec-tives and goals remain consistent:
• To deliver customer satisfaction through prompt, professional transaction handling • To control costs by using resources and
technology more efficiently
• To help staff work more productively • To increase profitability and enhance
customer loyalty
Whether customers are purchasing prod-ucts, requesting services, or seeking infor-mation, the contact center must be equipped with technology that delivers the timely and quality service that customers expect.
Contact center technology
Contact centers require technology that is high-performance, integrated, networked, open standards-based, and client-server
oriented to facilitate the increasingly important role they play in business. Frequently, the contact center is the only point of contact a company has with its customers or suppliers; therefore, sophis-ticated technology to enhance customer relationships is of utmost importance to contact center management.
The challenge of management is to find an ideal balance between staffing priorities and budget controls to deliver optimal customer service. Implementing tech-nology—such as computer telephony integration and client-server computing— and applying emphasis on call routing applications and agent empowerment are key components to ensure that each caller is served quickly and efficiently.
Integrating the routing and processing of incoming calls with associated data creates an ability to satisfy a high proportion of customers during their first contact with your contact center. This combination of technology and business procedures is a driving factor in the competitive world of contact centers.
Additionally, contact center representatives (agents) require tools to increase their proficiency in managing the volume of calls they take each day. The goal of agent empowerment is to provide solutions to enhance customer service and increase productivity while providing a distinct advantage within the highly competitive contact center environment. With caller information available to an agent when a call arrives, a more meaningful transaction can take place. The transactions take less time because agents are not required to spend time gathering that information from customers, and customers are more satisfied when the information they have already provided to an IVR or self-service system is passed on to the agent. The result is a better relationship between the customer and the agent.
Nortel Networks—A leader
in contact centers
Nortel Networks has proven to be a world leader in contact center technology with contact centers located in more than 100 countries and more than 3.5 million agent positions worldwide handling over 150 million calls per day. The foundation of this success lies in the ability to under-stand the needs of the contact center environment, create lasting relationships with customers, and develop the solutions to address their ever-changing business needs. Nortel Networks award-winning Symposium* Call Center Server is at the core of these solutions, offering excep-tional call processing and agent handling capabilities, as well as comprehensive management and reporting features that fulfill the needs of the dynamic contact center environment.
Nortel Networks Symposium
Call Center Server
Symposium Call Center Server’s state-of-the-art architecture is based on client-server technology. The Symposium Call Center Solution integrates three key technologies: telephony, call center server, and supervisor clients. It also can include optional components such as host computers or corporate database applica-tions. The telephony component can be served by either the Nortel Networks Meridian 1*, (a robust PBX which provides agents with the interface into the voice network) or the Succession* 1000, (a server-based, full-featured IP PBX, providing the benefits of a converged network plus advanced applications and
over 450 world-class telephony features). The server component is comprised of industry-standard processors and software, along with Nortel Networks developed applications software, which connects to the Meridian 1 or Succession 1000 through a dedicated Local Area Network connec-tion. The client component(s) include Nortel Networks-developed software, which runs on industry-standard hardware, as well as an array of Nortel Networks and third-party developed applications which utilize one or more of Symposium Call Center Server’s open interfaces. The above figure depicts the architecture of the Symposium Call Center Server. The figure shows that LANs are used to send information between servers in the contact center. The LAN shown as the dedicated ethernet LAN is used for
messaging between the Symposium Call Center Server and the Meridian 1 PBX or Succession 1000. The supervisor work-stations are connected to the server by a TCP/IP Ethernet or Token Ring LAN. This LAN also provides connections to third-party applications via interfaces such as Meridian* Link Services. For organizations with multiple call center locations, the architecture of Nortel Networks Symposium Call Center Server facilitates the linking of multiple sites to function as a seamless, virtual contact center.
The server component, running on Microsoft’s Windows 2000 operating system, is responsible for functions such as the logic for call processing, call treat-ment, call handling, call presentation, and the accumulation of data into historical and real-time databases.
The client component is offered as a stan-dard desktop client and/or browser-based thin client. The standard desktop client is located on the contact center manager’s or supervisor’s desktop, and it is comprised of a graphical user interface that runs on Microsoft’s Windows 98, 2000 Professional, and XP. The thin client—Symposium Call Center Web Client—uses Internet Explorer to connect to the system’s powerful management tools from virtually anywhere within the corporate network. The management capabilities of the client component provide meaningful real-time contact center statistics and an easy-to-use interface to help manage agents. Supervisors are able to access screens, such as the “Agent Skillset Matrix” to view and make necessary changes to the skillset assign-ments of their agents, with a point-and-click interface. Symposium Call Center Server Meridian 1* WAN Router Passport or Customer Provided Operations Workstation Dedicated Ethernet LAN
Digital and/or IP Telephones Customer LAN
Web Client Application
Server Operations DesktopsSupervisor and Agent Desktops
Clients
• Graphical Real-Time Displays • Historical Reports
• Contact Center Management Tools • CTI Applications
• Historical Database • Real-time statistics • Call Routing and Handling • IVR Interworking
• Network Controller • Call Processing
* SCCS also supports Succession 1000 for IP contact center environments
Symposium Call Center Server comes packaged with over 70 standard reports. Customized reports can be generated by any standard report writer that conforms to the industry standards of Open Database Connectivity (ODBC) and Structured Query Language (SQL). This allows flexibility for contact center management to create reports with infor-mation imperative to the success of their center. Symposium Call Center Server’s standard reports provide details on various statistics such as call handling performance, networking information, and agent productivity. This wealth of information offers contact center managers the knowledge needed to enhance contact center efficiency. Symposium Call Center Server is designed with open interfaces that allow for the interworking of many third-party applications and the development of customized applications. This furnishes contact centers with the ability to inte-grate industry-standard applications for the greatest choice and flexibility possible. There are four types of information to which access is provided: historical data, real-time data, host data exchange, and call control events.
Historical data can be accessed by programs that use ODBC and SQL data-base query standards. Information can be combined with the data from other open
databases to create unique report fields. For example, a contact center manager may need to determine the revenue per call, where the revenue figure resides in a customer host database and the number of calls residing in the Symposium Call Center Server database. Symposium Call Center Server’s open interface capabilities allow the manager to combine the data from different databases to provide the required information—in this case the revenue per call.
Real-time data can be utilized by Workforce Management programs to ensure that agents adhere to predeter-mined schedules. Real-time data can also be used by visual messaging and alerting applications like wallboards.
Symposium Call Center Server utilizes Host Data Exchange and call control events to influence the routing, queuing, and presentation of calls to agents. This provides the ability to access vital information such as the language preference of the caller, the last agent the caller has spoken with, or the caller’s payment history—informa-tion that can assist in routing and treating the caller appropriately.
Symposium Call Center Server also gives businesses the flexibility to turn their traditional center into a multimedia customer contact center. They can use Symposium Web Center Portal to
simul-taneously manage telephone calls, e-mail, and Web interactions with a single solu-tion. E-mail can be routed and monitored with the same effectiveness as telephone calls, reducing response time and agent workloads. Symposium Web Center Portal adds a new dimension to collaboration between agents and customers—and sets a new standard in effective, round-the clock, Web-based self-service.
Nortel Networks Symposium Call Center Server provides contact centers with increased operational efficiency and the ability to customize and provide excep-tional customer care to callers. The following pages detail Symposium Call Center Server’s extensive call routing abilities, superior agent and supervisor call handling capabilities, and comprehensive management features.
Call processing
Nortel Networks Symposium Call Center Server offers flexible call handling which defines how calls are routed and treated on an individual call basis. Call routing can be defined as:
• Routing callers to specific destinations (agents, non-contact-center employees, or other applications)
• Queuing callers to specific or multiple skillsets
• Queuing callers to specific agents • Queuing callers to other contact center
destinations
Caller treatment can be defined as: • Providing callers with voice menu options • Providing callers with the option to
access automated information • Providing callers with their expected
wait time or position in queue • Providing callers with specific music
treatments
Meridian 1 Software
Symposium Call Center Server Software
Incoming callers CDN MasterScript Sales Script Service Script Figure 2. Symposium Call Center Server Call Processing
Calls determined to be “contact center” calls are handled using instructions contained within call scripts, which reside on Symposium Call Center Server. Call scripts are tailor-made contact center applications that contain call routing and treatment instructions to define the handling of individual calls. This set of user-friendly commands can be combined to create various call routing schemes and treatments unique to the requirements of the contact center. Call scripts can be as simple or sophisticated as the application requires and are not limited to a specific number of steps.
Call routing
When an incoming call is presented to the Meridian 1 or Succession 1000, a determination is made as to whether or not it is a call requiring “contact center” assistance. This determination can be made in many ways such as the number the caller dialed (DNIS), the caller’s trunk group, a choice made by the caller within an automated attendant application, etc. Calls that do require “contact center” or agent assistance are then routed, logically, to Symposium Call Center Server through the use of Control Directory Numbers (CDNs). A CDN is a number that is configured in the Meridian 1 or Succession 1000 as the entry point for all calls into Symposium Call Center Server. One or multiple CDNs can be configured to provide additional robustness within the contact center, offering defined backup parameters. Such parameters include a default agent group (ACD DN), music treatment, and recorded announcements. These definitions would be available in a backup scenario if Symposium Call Center Server were to be out of service, or the
link between the Meridian 1/Succession 1000 and the server were down. Otherwise, call processing is accomplished using Symposium Call Center Server and its powerful, flexible scripting tool.
Call scripts
There are three types of call scripts in the Symposium Call Center Server: master scripts, primary scripts, and secondary scripts.
There can be, at most, two master scripts per Symposium Call Center Server—a local version and a network version. A master script can be partitioned according to the requirements of the contact center. For example, it may be the only script running on the system, or it may invoke primary scripts. A master script directs calls to primary scripts, based on condi-tions such as the Dialed Number Identification Service (DNIS), Calling Line ID (CLID), or Automatic Number Identification (ANI), as well as the time of day or other criteria as selected by the contact center.
A master script has the following charac-teristics and functions:
• It acts as the entry point for all new calls that will be handled by Symposium Call Center Server: calls can come through multiple CDNs, but they will all have to be processed by the master script before being treated by other scripts. • It acts as the traffic director: directs
incoming calls and determines what to do with them.
• It acts as the scheduler for scripts: invokes other scripts, called primary scripts, according to real-time contact center conditions.
A primary script is a set of call processing instructions that relate to a particular call type, caller, or set of conditions, such as time of day or day of week. A primary script can route calls to appropriately skilled agents, or it can send the control of routing to a secondary script. Primary scripts can only be invoked by a master script. Each primary script has an “application” with the same name. Various applications are created to differentiate between how calls should be treated and reported. Information is collected and reported to give managers specific details about call types, callers, or conditions. For example, an “application” within the contact center may be “Sales.” Customers calling to inquire about sales will call into the Sales application. Within the Sales application, agents may have different skillsets such as Branch Sales, Consumer Sales, Regional Sales, Spanish Sales, etc.
A secondary script is a set of call processing instructions that is referenced by a primary script. A secondary script can route calls to appropriately skilled agents, or it can send the control of routing to another script. Secondary scripts are not invoked from a master script. All activities for secondary scripts are tracked by the appli-cation associated with the primary script that sent the call to the secondary script.
Script elements and
expressions
Master, primary, and secondary scripts are all created from building blocks called elements and expressions. Elements perform distinct functions, such as routing a call to a specific destination and playing music or recorded announcements to a caller. Expressions provide the means to group elements together. The elements and expressions are combined to create call routing schemes and treatments specifi-cally designed to meet the business needs of the contact center and its callers.
Following are some types of call processing operations, performed by elements and expressions that can be created within call scripts:
• Queuing and prioritizing calls to a skillset • Call routing (sending a call to a local
or remote agent)
• Providing call treatments (recorded announcements, integrated voice response sessions, playing music) • Playing voice menu prompts and waiting for the collection of digits • Retrieving presented calls to reroute them • Disconnecting calls
• Providing information to and retrieving information from the contact center’s databases
• Scheduling when to perform certain operations (according to time of day, day of week, day of year)
Script elements
The foundation for the Symposium Call Center Server call processing can be found in script elements. Elements can be classi-fied into four different categories: basic call processing elements, voice processing elements, host connectivity elements, and general elements. Following are descrip-tions of some of the elements that can be used to create call scripts unique to each contact center.
Basic call processing elements
These elements are used in defining call processing. They are used to apply different treatments to calls, such as looking for an available agent (locally or remotely) who is assigned with the skillset necessary to fulfill the call, or allowing a caller to hear a recorded announcement that states the caller’s expected wait time.
QUEUE TO—This element can have different parameters depending on the functionality required. Some examples of the QUEUE TO element are:
QUEUE TO SKILLSET—For queuing a call to a specific skillset.
QUEUE TO AGENT—For queuing a call to a specific agent or list of agents, with a priority from 1 to 6. Call priorities define the order in which agents will answer calls: priority 1 is the highest level, and priority 6 is the lowest. Agents will be presented with calls assigned a priority 1 first, then priority 2, etc.
GIVE MUSIC—This element provides the caller with music from a defined music source, such as prerecorded music or general information on products and services. This is a simple and effective way to reassure callers that they are still in queue and have not been disconnected. GIVE RAN—This element provides a recorded announcement to the caller. Recorded announcements are an effective way to assure callers that they will be serviced as soon as possible. If there is a specific announcement that should be given to all callers, such as the possibility of the conversation being recorded for quality purposes, then this element should be applied during the initial steps of a call script.
GIVE BUSY—This element provides a busy tone to a caller and automatically disconnects the call. This treatment may be appropriate in the event that there are more calls in queue than can be handled by the agents logged into the system. This treatment would avoid a long wait time and frustration for the caller.
Voice processing elements
These elements are utilized when employing voice processing technology such as Interactive Voice Response (IVR) sessions or playing CallPilot/Meridian Mail voice messaging prompts.
GIVE IVR—This element is used to allow a caller to enter an interactive voice response system or voice messaging system. This treatment furnishes callers with an
automated method of entering and retrieving information from a voice system while maintaining their place in queue. Additionally, this treatment offers contact centers the option to remove callers from the IVR or voice mail when an agent becomes available (interruptible) or to allow the callers to complete the interac-tive session (non-interruptible) and then be presented to the first available agent. GIVE BROADCAST ANNOUNCE-MENT—This element is used to broadcast an announcement to multiple callers (up to 50) at the same time via one CallPilot or Meridian Mail voice port. The announce-ment can be programmed in such a way that callers are required to listen to the entire announcement before being presented to an agent. This may be required if the announcement states that calls may be monitored for quality purposes. COLLECT DIGITS—This element is used to collect information from the caller, such as the reason for the call or an account number. The digits are collected from the caller while they are connected to Meridian Mail or CallPilot, via ports. The collected digits can then be used within the script to route or treat the caller, or the digits may also be delivered to another application (Nortel Networks-developed or third-party), allowing the information to be used within the script. The third-party application can be programmed to populate an agent’s computer screen via a “screen pop.”
Host connectivity elements
These elements are required for a script to interact with third-party applications. For example, they may be used to send a caller’s account number to a computer for data look-up and then receive the caller’s account status, which could be used by the script to determine appropriate routing. SEND INFO—This element is used to send data to a third-party application. SEND REQUEST—This element is used to query specific data from a third-party application.
GET RESPONSE—This element is used to obtain the response pertaining to the SEND REQUEST element previously sent to a third-party application.
General elements
These elements are found within all scripts and facilitate script processing. QUIT—This element terminates further script execution.
EXECUTE SCRIPT—This element is used to branch from one script to another; for example, from the master script to a primary script.
WAIT—This element is used to suspend script processing for a specific amount of time.
IF-THEN—This element is used in conditional situations.
Script expressions
Scripts are made up of elements and phrases that initiate call processing. Expressions give the Symposium Call Center Server the ability to create and compare data. For example, if the total number of calls waiting for a specific skillset is three times the total number of agents logged into that skillset, then the caller could be given a recording which states that “heavy call volumes may delay servicing of the call.” Expressions use mathematical operations
such as addition (+), subtraction (-), divi-sion (/) and multiplication (*); logical conjunctions such as AND, OR and NOT; and comparisons such as less than (<), greater than (>), less than or equal to (< =), greater than or equal to (>=) and not equal (<>) to create customized calcula-tions for comparing known facts with conditional situations.
Intrinsics and variables
Call scripts use intrinsics and variables to facilitate call flow and simplify script definition.
Intrinsics
Intrinsics are system-defined words or phrases that are used in scripts to represent a value or set of values. Following are some examples of intrinsics and ways they might be used in call scripting.
EXPECTED WAIT TIME—This value is a calculation of the average speed of answer of calls in a given skillset priority coming into the Symposium Call Center Server. An example of how this intrinsic is used is as follows:
IF (AVERAGE SPEED ANSWER skillset_A > AVERAGE SPEED OF ANSWER skillset_B) THEN QUEUE TO SKILLSET skillset_B ELSE
QUEUE TO SKILLSET skillset_A END IF
The above lines of script state that if the average speed of answer in Skillset A is greater than the average speed of answer in Skillset B, then the call should be queued to the group of agents who have been
assigned to Skillset B. If not, then the call should be queued to those agents who have been assigned to Skillset A.
LONGEST IDLE AGENT—The value is the agent ID of the agent in the specified skillset(s) that has been idle the longest. An example of how this intrinsic is used is as follows:
QUEUE TO LONGEST IDLE AGENT list_A
The above line of script states that the call should be queued to the agent in a predefined list of skillsets (List A) that has been idle for the longest period of time (determined by the idle time since the last call was disconnected, since the last status change, or since the agent was first logged in).
TIME OF DAY—The value is the current time of the day. An example of how this intrinsic is used is as follows: IF (TIME OF DAY = 8:00. .17:00) THEN EXECUTE open_section ELSE
EXECUTE night_section END IF
The above lines of script state that if it is between the hours of 8:00 a.m. and 5:00 p.m., then the commands that should be followed can be found in a subsection of the script entitled “open_section.” If not, then the commands that should be followed can be found in a subsection of the script entitled “night_section.” CLID—The value is the Calling Line Identification (CLID) of the current call. An example of how this intrinsic is used is as follows:
IF CLID = 2146841000 THEN QUEUE TO SKILLSET priority_skills ELSE
QUEUE TO SKILLSET general_skills END IF
The above lines of script state that if the caller’s CLID is 214-684-1000, then the call should be queued to those agents who have been assigned to the Priority Skills skillset. If not, the call should be queued to the agents who have been assigned to the General Skills skillset.
Script variables
Script variables are user-defined, easily understood words or phrases that can be used in scripts in place of a value or set of values. The purpose of variables is to provide the system administrator with a way to write scripts using symbolic names instead of values and to allow the admin-istrator to make any necessary changes to the variable values while the system is active. Variables are classified into two categories: global or call.
Global variables have a value assigned in a table and can be used in multiple scripts. An example of a global variable would be a list entitled “holidays” for a calendar year that would include the dates January 1, December 25, and December 31. If dates need to be added or deleted from this list, the system administrator would simply change the variable within the variables table and it would automatically be updated and changed in all scripts using that vari-able. This saves valuable time for managers and supervisors who create and edit contact center scripts. Another example of a global variable would be the use of names rather than numbers for Dialed Number Identification Services (DNIS).
Call variables have values defined on a call-by-call basis. These values are assigned and modified within a script. An example of a call variable is a customer account number collected through a voice processing session, as this would change for each caller referenced by the script.
Activating call scripts
Scripts can be made “active” or “nonactive” based on real-time conditions such as time of day, day of the week, or day of the year. The script writer might create a script entitled “HOLIDAY,” which would contain different parameters than normal work-days. This script would automatically be made active for those days of the year that the contact center designates as holidays.
Call script conclusion
The key to the Symposium Call Center Server call processing is the flexibility to create and control call routing and treat-ments based on real-time conditions, caller requirements, and agent skillsets. Call processing is completely customized to fulfill the demands of the dynamic contact center environment.
Skill-based routing
Symposium Call Center Server’s skill-based routing provides efficient call handling and greater utilization of contact center resources by presenting calls to appropri-ately skilled agents and by allowing agents to handle calls from multiple call types. With skill-based routing, calls are presented to available agents who have the necessary “skillset” to service the callers’ requests. Calls can be simultaneously queued to multiple skillsets in the same Symposium Call Center Server location or multiple locations, using network skill-based routing. This flexibility provides contact centers with the maximum in call coverage and customer satisfaction.
Skillsets and agents
A skillset is a label applied to a collection of abilities or the knowledge of something, such as a product or department, which may be required of an agent to process a given call. The key is that skillsets are assigned to agents; agents are not assigned to agent groups, queues, gates, or splits. This allows agents to be defined as indi-viduals, with individual capabilities and parameters rather than taking on the characteristics of a larger group. Other key attributes associated with skillsets include: • Each agent can be assigned up to
50 skillsets.
• Agents are given a priority for each skillset to which he or she is assigned. Skillset priorities range from 1 to 48, with 1 being the highest priority assign-ment. Additionally, skillsets can be assigned a standby designation. • A call that requires a certain skillset is
given to the available agent with the highest priority for that skillset.
Skillsets and call requirements
The requirements of callers are determined by call scripts, which then determine the most appropriate skillset(s) to which the call should be directed. Callers’ skillset requirements can be based on the following criteria:
• Who the caller is: calling party informa-tion (CLID, ANI, NPA/NXX, or trunk route)
• What number the caller dialed: called party information (DNIS)
• When the caller calls: date or time of the call
• Call center conditions: system informa-tion (agent status or current number of callers waiting)
• Information that can be obtained from the caller, such as voice processing input (account numbers, invoice numbers, etc.)
As an example, call scripts may be set up in such a way that all calls that have dialed DNIS 2300 are queued to agents assigned to skillset “Customer Service,” while calls that have dialed DNIS 2400 are queued to agents assigned to skillset “Sales.”
Skillset modes
A skillset has three service modes: • In-Service mode: This operation is used
when the skillset is open to receive calls. • Transition mode: This operation allows
existing queued calls to be presented to agents, but the skillset will not accept any new incoming calls. For example, if the call center closes at 5:00, it would be beneficial to place the skillset in transi-tion, so that callers already in queue
would be answered, and new callers would receive the defined night or after-hours treatment.
• Out-of-Service mode: This operation prohibits the skillset from accepting any new incoming calls, and routes existing queued calls to a predefined location or voice processing service based on business requirements. For example, this could be used for emergency situations wherein the contact center needs to be evacuated.
Default skillset
A default skillset is used to handle calls that have not been queued by the end of a call script execution. It is defined as a local skillset for the Symposium Call Center Server node in which it is programmed, and
it will apply to all call scripts programmed on that node. Optionally, a recorded announcement can be defined for the default skillset to ensure callers are treated in the event the default skillset is in the out-of-service mode.
Skill-based routing call processing
Skill-based routing call processing is accomplished by writing call scripts. The goal is to perform intelligent call routing based on skillsets. Following are the three basic steps in skill-based routing call processing:
• The Symposium Call Center Server determines which skillset(s) are required for the call.
Corporate Queue Gold Queue Platinum Queue Corporate/ Platinum Queue Gold/ Corporate Queue Platinum/ Gold Queue Corporate Customer Gold Customer Platinum
Customer CustomerKey
Type of caller is determined
Average hold time = 1 minute Average hold time = 1.5 minutes Average hold time = 3 minutes Call gets routed with no special attention
Complexity increases rapidly as new types of calls are added. Agents are specifically tied to a queue resulting in inefficient use of agent resources and difficulty reassigning agents on the fly. Corporate Card Agents Gold/ Corporate Agents
Platinum Card Agents Corporate Customer Gold
Customer Platinum
Customer CustomerKey
Identity of caller and reason is determined Average hold time = 20 seconds Average hold time = 35 seconds Average hold time = 45 seconds Customer's personal banker
Agents are no longer assigned to queues—calls are routed based on individual skillsets. With skill-based routing, agents skillsets can easily be changed—management is dynamic.
Skill-based routing ACD routing
• The Symposium Call Center Server queues the call to the appropriate skillset(s). This step is also done through call scripting by assigning QUEUE TO elements. If an agent is available, the call is delivered to the agent. If an agent is not immediately available, the call is queued to the required skillset, and treatments, as defined in call scripting, are given to the caller.
• The Symposium Call Center Server delivers the call to an appropriately skilled agent.
The previous steps describe the basic options in skill-based routing call processing. However, the Symposium Call Center Server offers many choices to develop a routing solution that best meets the needs of both the contact center and its callers. For example, calls can be queued to more than one skillset simultaneously, they can be de-queued if not answered within a specified period of time, or they can be retrieved from an agent’s ringing telephone set and queued to another skillset. All of these options increase the chance of calls being answered sooner while maintaining the contact center effectiveness by looking only for appropriately skilled agents.
Queuing and presentation
Symposium Call Center Server’s dynamic call routing capabilities offer contact centers many choices to create a call flow unique to their business needs. When customized scripting and skill-based routing are combined with queuing and presentation preferences, contact centers can provide callers with innovative and superior customer service.Call queuing versatility
Symposium Call Center Server provides queuing functionality to manage agents and facilitate the presentation of incoming calls to those agents for different contact center applications.
For contact centers that have agents who are capable of supporting multiple call types, skill-based routing offers the ability to request agents based on ability (skillset) and availability. Agents can be assigned many skillsets according to their abilities and can thus service many different types of calls. For agents that handle only one call type at a time, Symposium Call Center Server always offers the ability for agents to be assigned to a single skillset.
When the need arises for a caller to speak with a specific representative, Symposium Call Center Server provides the ability to queue a call to an individual agent. For example, this functionality would allow a caller to be handled by the same agent the caller talked to previously, thereby reducing the caller’s frustration at having to repeat their situation.
Agent queuing versatility
The selection of an agent to receive a call is based on agent availability and the amount of time agents have been available (idle). When agents are ready to take calls, upon logging in or completing a call, they receive calls according to their skillset assignments. The order in which idle agents are presented calls is based on agent priority assignment in a skillset, from levels 1 to 48, and agent idle time. Symposium Call Center Server provides contact centers with the option of selecting agents based upon the longest total time in idle state since login, longest time in idle state since last status change, or longest total elapsed time since last skillset call.
Call presentation matches callers with agents
Call presentation is the matching of avail-able agents with incoming calls. Presentation is performed based on the requirements of a call and the service abilities of agents as defined by skillsets (qualifications).
Priority assignments for calls and agents
There are two sets of priorities that will affect queuing and call presentation. They are the priority with which an agent is assigned a skillset and the priority with which a call is queued to a skillset. For both types of priorities, the lower value of the number indicates a greater priority in presentation.
Customer service
Agent X: Idle time since last call = 10 seconds
Sales
Agent Y: Idle time since last interval = 12 seconds
Agent Z: Idle time since last call = 15 seconds
Service
Balances the workload
Queue to skillset—Customer Service, Sales, or Service
Call presented to Agent X, since skillset A is the first skillset in the list with an idle agent and/or has the highest agent priority.
Queue to skillset—most idle agent: Customer Service, Sales, or Service
Call presented to Agent Y since he has been idle the longest since the beginning of the interval. Queue to idle agent skillset—longest idle agent: Customer Service, Sales, or Service
Call presented to Agent Z since he has been idle the longest since the last activity.
Figure 4. Skill-based routing—invoked with a rich scripting language and prioritized on multiple dimensions—enables an almost infinite variety of custom call treatments.
Agent priority within skillset
The contact center manager or supervisor must assign a priority for every skillset assigned to an agent. Agents with higher priorities assigned for a particular skillset will receive calls for that skillset before agents with lower skillset priorities. Agent priority per skillset has a range of 1 to 48, with 1 having the greatest priority. For example, an agent assigned a priority of 1 in Skillset A could be considered highly proficient in servicing callers for that skillset. An agent assigned a priority of 48 in Skillset A could be a new employee learning how to service callers for that skillset.
Call priority
Priorities can be assigned to provide specialized treatment for different call types. This option allows calls with greater priority to be presented to agents before calls of lesser priority. Call priorities have a range of 1 to 6, with 1 having the greatest priority.
For example, a contact center may have service level agreements with several customer groups and want to provide different levels of customer service based on those agreements. The contact center could designate call priorities based on each agreement type.
Network skill-based
routing
Many contact centers have geographically dispersed locations or wish to decentralize a large contact center while appearing as one seamless organization to their callers. The solution for these complex applications is to create a “virtual contact center.” This virtualization allows calls and agents to be distributed and managed across multiple sites with the same efficiencies as if they were all located at a single site. Virtual contact centers use both public and private networks to send calls to the optimal location to achieve the highest levels of service and efficiency. Following are some of the significant benefits contact centers can achieve when employing this technology: • Maximizing customer service by
sending calls to the optimal location • Providing flexibility in scheduling
agents among sites
• Enhancing multi-site control by providing both real-time and historical network information for management use and analysis
• Eliminating manual administrative changes normally required to rebalance incoming calls and agent staffing • Providing a contingency plan for
disaster recovery
With Nortel Networks Symposium Call Center Server, network skill-based routing is accomplished by routing calls from one Symposium Call Center Server node (location) to other nodes in the network. Calls are routed and queued based on the requirements of the caller and the abilities of agents to fulfill those requirements. A Network Control Center serves as the general administration center for the virtual contact center. It maintains a list of all sites in the network, enables central-ized administration of network skillsets and routing tables, and delivers consoli-dated network reports.
Network skillsets are configured centrally at the Network Control Center and prop-agated to each node to ensure that each Symposium Call Center Server has the same network skillsets. The network skillset is assigned to agents like any other skillset and is used in scripts in order to queue calls.
Network call processing
The first step in network call processing is to determine the skillset that is required by the caller. The required skillset can be based on CLID, DNIS, voice prompted entries, etc., and is identified during the initial elements of the associated call script. Agents are assigned to answer calls based on skillsets that define their abilities or knowledge level. They can be designated to answer calls for their location only, or they can also be assigned to answer calls from other locations.
Symposium Call Center Server routes calls based on the requirements of the caller and agent availability. Networking finds the best location for the call to terminate. That may be the location where the call processing began, or it may be in another geographic region due to the time of day or availability of an agent.
Following are the basic steps in network call processing:
• Calls are first directed to local skillsets to optimize local resources.
• When networked resources need to be utilized, the Symposium Call Center Server script will be written using a “Queue To Network Skillset” command, which points to a defined network skillset.
• Using the Wide Area Network (WAN), an agent reservation request is sent to the target nodes in an effort to locate an available agent.
• If an agent is available at the target site(s), that agent is placed into a “reserved” state, and a reserved message is sent back to the requesting site with instruction of where to send the call.
• After an agent is located and reserved, the call is then routed to the destination site and delivered to the reserved agent. With Symposium Call Center Server’s network call routing, the costs associated with networking can be kept to a minimum because a full voice connection is not required until the networked call can actually be answered. In the meantime, the caller would hear music and announcements from the local node. Nortel Networks also offers voice over IP (VoIP) solutions for virtual contact centers. To bypass long distance toll charges, simplify management, and extend the full functionality of the contact center, calls can be routed across the IP network to agents located at other sites. With VoIP, companies can distribute their contact center applications to agents anywhere— at branch sites, other corporate locations, and home-based offices—while still providing a seamless experience for customers. This is made possible with Symposium Call Center Server and the Succession 1000, Meridian Internet Telephony Gateways (ITG), and/or Remote Office products. These solutions convert voice traffic into IP packets for transmission over IP networks.
Agent/supervisor call
handling features
Nortel Networks Symposium Call Center Server offers easy-to-use contact center technology and brings a full array of features and functionality to every answering position.
Both agents and supervisors use flexible Meridian digital telephones with built-in displays, add-on modules, optional data
adapters, and connections to allow a choice of using a headset or handset. Additionally, IP telephones—such as the i2004, i2002, and i2050 software phone—can be used by agents and supervisors in an IP contact center environment.
Symposium Call Center Server offers agents and supervisors the maximum in flexibility to handle callers’ needs and requests efficiently. Agent and supervisor features allow contact centers to deliver professional service required to build ongoing relationships with customers.
Agent telephone set
features
Agent telephone sets are predefined in the Meridian 1 PBX or Succession 1000 with an InCalls key that is programmed to receive incoming skillset calls. When available to take contact center calls, agents are required to log into the system by pressing their InCalls key and entering their specific agent identification (Agent ID) code. Attributes such as skillsets, priorities, and call handling information are then assigned, which allows call processing to begin.
Agents that use single-line telephones (500/2500 sets) are also required to estab-lish availability to receive incoming calls by following a login procedure. They complete the login procedure by dialing a series of feature access codes.
Agent queuing
Upon logging into the Symposium Call Center Server, agents are identified as idle for the skillsets that are marked as active in their agent profiles. This action makes them available to answer calls that require those skillsets.
Agent priorities
When agents are assigned skillsets, they are also assigned a call answering priority within those skillsets. The priorities range from 1 (highest priority) to 48 (lowest priority). This allows agents that are more skilled in a certain area to take calls for that skillset before a less-skilled or standby agent.
For example, a contact center that takes support calls may have agents that are skilled in different areas. If an agent is expertly skilled in answering software-related questions, he or she would be assigned to the “software” skillset with a priority of 1. However, that same agent
can answer hardware-related questions, but not with the same expertise as “soft-ware.” In this case, he or she also may be assigned to the “hardware” skillset with a somewhat lower priority, perhaps level 5. Agent priorities give the contact center the advantage of offering the best call coverage to customers. Priorities offer agents an opportunity to learn a new skill without being besieged with calls. It can also allow contact centers to include staff that might not normally take calls, but could do so in the event of an increase in call volume.
Breaktime
In some contact centers, agents may require a specified time between calls to complete post-call processing. The Breaktime feature is a timer that can be used to provide agents with a delay before the next call is presented.
During the delay period, agents can complete necessary paperwork without being presented with another call. Offering agents a delay between calls ensures that new callers are not placed on hold while the agent completes the previous caller’s information.
Alternate Call Answer
The Alternate Call Answer feature allows agents to quickly switch from personal directory number calls to skillset calls.
Call handling features
The following features facilitate agents in servicing callers:
InCalls
Incoming contact center calls are presented to agent telephone sets via an InCalls key. This predefined key enables agents to quickly identify the call as a skillset call and provide the high level of service expected by the caller.
Agent Personal Directory Number
Sometimes agents are required to call customers to confirm orders or relay some important information. For this reason, each agent is optionally configured with a personal directory number to make or receive non-skillset related calls. This gives the contact center and its customer service representatives the advantage and capability to provide essential customer satisfaction.
Not Ready
The Not Ready feature ensures that agents only answer calls when they are fully prepared. By pressing the Not Ready key, agents are allowed to process post-call information without interruption. Pressing the Not Ready key will disconnect any active call that the agent is on. If the Not Ready key is pressed while a call is ringing at the agent’s telephone set, the call will be returned—with the highest priority—to the queue(s) of the skillset(s) to which that call was originally queued. Any time spent in Not Ready or post-call processing will be identified in manage-ment reports and real-time displays, enabling supervisors to keep track of the amount of time spent on activities not related to a skillset call.
Make Busy
Activation of the Make Busy key prevents an agent from receiving any calls—whether skillset or calls to their personal directory number. It is utilized by agents to log out for breaks, lunch, or end of shift/day. The Make Busy key can be activated while a call is in progress and, as soon as the call is completed, the agent is logged out.
Activity codes
In some contact centers it is important to understand how agents are spending call processing time. Agents can enter activity codes related to the different functions they perform. Functions might include taking orders, dispensing information, or answering product questions. Managers can then access reports related to these activities. The reports contain informa-tion such as the total number of calls in which the specified activity was recorded. Activity code reports allow managers to feed necessary information to other parts of the business organization. For example, if a manager evaluates incoming calls on a recent product release, this information can be delivered to the product and sales teams so that solutions can be created to either eliminate the customer query or better prepare the agents for calls. To record an activity code during an active incoming skillset call, agents simply press a specified Activity Code key and enter a 1- to 32-digit code related to the function they are performing. Multiple activity codes can be entered during a single call; therefore, as the call changes from a “product inquiry” to an “order,” the time spent related to each function is recorded.
A default activity code can be defined for each skillset. If an agent does not record an activity code for a call, the amount of time spent will be recorded against the default activity code defined for the skillset.
Not Ready Reason Codes
Agents also can enter Not Ready Reason Codes to explain why they have entered into a “Not Ready” state. This information is then communicated in real-time displays that the supervisor can monitor and use to manage the performance of the contact center. The actual reason associated with the code appears on the display (for example: lunch, training, break, etc.) so that supervisors can easily determine what activities agents are conducting while in this state. Not Ready Reason Code infor-mation also can be found in Symposium Call Center Server’s historical reports.
Supervisor key
There may be times when agents will need the assistance of a supervisor to further support a caller’s needs. By pressing the Supervisor key, an agent can contact his or her supervisor instantly for consultation. If the agent is on an established contact center call, pressing this key will place the caller on hold and initiate a call to the supervisor. After the supervisor answers, a three-way conference can be established with the agent, supervisor, and caller. The Supervisor key is also used to answer a call that is initiated from the supervisor to an agent. When the telephone set is ringing and the Supervisor key is illuminated, the agent knows that the call is from the super-visor and can respond appropriately.
Emergency key
An agent who is confronted with an emergency or threatening call can alert his or her supervisor immediately by pressing the Emergency key. Activating this key does not place the caller on hold. Information about the call is automatically printed on a maintenance terminal, and the super-visor is alerted by a corresponding Answer Emergency key on his or her telephone. If the contact center is equipped with a recording device, the call can also be recorded for follow-up investigations.
Automatic Answer
Automatic Answer, also called “call forcing,” maximizes the amount of time agents spend addressing customers’ needs by minimizing the time between calls. This feature can be defined for multiple agents or it can be implemented at the individual agent level. When an agent has completed a call, the next call can be automatically connected without the agent pressing any keys. A delay timer (from 0 seconds to 5 minutes) can be established to allow the agent to prepare for the next call and to allow third-party applications to display the necessary information on the agent’s terminal before the agent is connected to the next caller. Automatic answering of calls delivers better service to customers as their inquiries are answered without unnecessary delay. It also increases the overall efficiency of the contact center by processing calls without inconsistent delays.
Return to Queue on No Answer
If an agent walks away from the telephone, the Return to Queue on No Answer feature offers the means to send a call that was sent to the agent’s telephone back to the queue after a predefined amount of time. This safeguard ensures that calls will always be answered with optimum efficiency. When a call is returned for queuing, the agent’s telephone is placed into either the Not Ready or Make Busy state (as defined by the system administrator) to prevent additional calls from being sent to the telephone.
Supervisor telephone
set features
To handle calls with optimum efficiency, agents must have quick access to super-visors for answers to questions and help in emergencies. Following are some of the additional contact center telephone set features available to supervisors:
Call Agent
The Call Agent key allows a supervisor to call an agent in an effort to establish communication. After pressing the Call Agent key, a supervisor can call the agent by pressing the associated Agent key or by dialing the agent’s position ID. The agent is alerted that the call is from a supervisor because the Supervisor key is illuminated.
Answer Agent
If an agent requires assistance from his or her supervisor, the Supervisor key can be pressed. The call rings on the supervisor’s telephone at the Answer Agent key. With a quick glance, the supervisor knows that the call is from an agent.
Answer Emergency
When an agent presses the Emergency key, the supervisor’s telephone emits a contin-uous tone and the Answer Emergency key flashes. The supervisor can then connect directly to the agent and the caller by pressing the Answer Emergency key.
Agent Observe
While a supervisor has several methods of monitoring how quickly each agent works, one of the best ways to evaluate and improve agent-caller relations is to monitor calls in progress.
The Agent Observe feature enables a supervisor to listen to an agent’s conversa-tion with or without being heard by the parties on the call. An optional tone is available to alert the agent and, if desired, the caller that the call is being monitored. The observing supervisor can also join the call and establish a three-way conference.
Contact center
management
The comprehensive management and reporting tools of Symposium Call Center Server can help contact center managers run their contact center more effectively and efficiently than ever. Supervisors can accurately track contact center performance and the level of support provided by an indi-vidual as well as a group of agents. The system’s real-time and historical reporting makes it easy to determine when and how to adjust staffing levels during peak periods and to forecast business needs and human resources requirements over the long term. The contact center team can access this complete set of management tools either through desktop clients with a Microsoft Windows interface or via a widely used Web browser, Microsoft Internet Explorer. The browser-based option—Symposium Call Center Web Client—can enable contact center managers to be even more efficient. The “thin” client solution is faster and easier to implement and main-tain, because the client software is housed centrally on a single server, eliminating the need to install, patch, and upgrade indi-vidual desktop clients. This yields
signifi-cant savings in time, effort, and money. Moreover, managers can take advantage of Symposium Call Center Server’s superb management tools, real-time displays, and historical reports from almost anywhere to help make better business decisions and respond more quickly.
Administering
Symposium Call
Center Server
Security management ensures access to services and resources based on prede-fined user profiles. Users are deprede-fined by their capabilities and their privileges. The capabilities assigned determine what is available for use during a Symposium Call Center Server session. A single interface allows administrators to configure users according to their function in the contact center. The following assumptions help to distinguish the different users in the system: • Agents answer calls
• Supervisors manage and monitor agents. They use PCs to configure and monitor contact centers and also require telephone sets to monitor agents, answer calls, and respond to emergency requests. • Administrators or contact center
managers configure and administer contact centers. They use PCs for configuring and managing but may not require contact center telephone sets.
Administration
Managers and supervisors use the Symposium Call Center Server’s adminis-trative abilities to define contact center configurations. The following items are some of the parameters defined within configuration management:
• Call scripts • Skillset definitions • Agent definitions • Supervisor definitions
• Meridian 1/Succession 1000 resources • Real-time display information • Data collection information for reports
Creating classes
Throughout the Symposium Call Center Server management interface, information common to multiple resources (agents, skillsets, routes, IVR) can be grouped together and configured once. This process is called creating a “class.” A single class can be applied to multiple resources, which can significantly reduce the time required to assign user privileges and system parameters. The types of classes that can be created include the following: • Agent Call Presentation classes define
agent call handling parameters. (For example, the call force timing parameter, return to queue on no answer, and the break time timing parameter.)
• Agent Threshold classes define accept-able times for agent call processing conditions. (For example, the acceptable length of time for an agent to be active on a skillset call or the acceptable length of time for an agent to be in the Not Ready state.) Two levels of thresholds can be defined for the multiple agent states. This information is displayed in supervisor real-time displays, and relevant statistics are highlighted when thresholds are met or exceeded, alerting the super-visor to potential problem areas. • Skillset Threshold classes define
acceptable times for skillset call processing conditions presented in real-time displays. This information reflects a contact center’s overall operating objectives. The following sections discuss some of the various screens related to implementing scripts, skillsets, agents, supervisors, and Symposium Call Center Server network parameters:
Administering call scripts
Call scripts are tailor-made contact center applications that contain call routing and treatment instructions to define the handling of individual calls. Call scripts use a set of user-friendly commands to create various call routing schemes and treatments unique to the requirements of the contact center. During the call script creation, contact center managers work closely with the script writer to build powerful contact center applications. The script writer uses the Script Manager and Script Editor tools of the Symposium Call Center Server to create and manage the call scripts.
Script Manager
The Script Manager contains a listing of all of the scripts in the system. Included with the system are standard script segments that can be copied and pasted into master, primary, and secondary scripts. This tool affords management ease and adaptability when administering call scripts.
Script Editor
In the Script Editor, administrators create, edit, validate, and activate the scripts that generate call processing for their contact center. This section provides a text-based editor for customizing the unique call scripts.
Also available is a listing of scripting vari-ables which gives the administrator the ability to view and select available script elements, variables, events, intrinsics, and operators for pasting into call scripts during configuration. The script elements are grouped according to their classification as basic call processing elements, voice processing elements, host connectivity elements, and general elements. The listing consists of all configured variables and allows the administrator to browse quickly through the entire table.
Defining skillsets
A skillset is a label that is applied to a collection of abilities or the knowledge of something, such as a product or depart-ment, which may be required of an agent to handle a given call. Skillsets are config-ured in the system and used in call scripts to send a call to the appropriate agent or group of agents. In agent configurations, skillsets are used to identify the agent’s unique ability to handle specific product or service calls.
When defining skillsets, the system administrator enters general information such as the skillset name and default activity code, and call presentation specifics such as the prioritizing of calls. The figure on the left gives an example of the Skillset Configuration page.
Configuring agents and supervisors
When agents and supervisors are created in the Symposium Call Center Server, their role in the contact center is defined by the capabilities and privileges that are assigned to them. When an administrator configures an agent or supervisor, a number of attributes are associated with the user such as: Phoneset, Call Presentation, Thresholds, Skillsets, and Supervisor. When agents are trained to take calls from more than one call type, there may be a need for the agents to call on multiple supervisors for assistance. Therefore, agents are assigned a primary supervisor and can also be assigned an associated supervisor. This powerful functionality provides agents with the comfort of knowing that supervisory assistance is always available.
Agent configuration
In contact center management, either the system administrator or supervisor can create an agent or change an existing agent. The following properties can be assigned: • General properties—Used to identify
items such as the agent’s name, language, department, title, and comments.
Figure 8. Skillset Configuration
• Phoneset properties—Used to identify items such as the agent’s phoneset login ID and personal directory number. • Call presentation properties—Used to
identify items such as the agent’s call presentation class (this class assigns preferences that determine how calls are to be presented to the agent).
• Threshold properties—Used to iden-tify the Threshold Class that is used for the agent (this class assigns call handling timers for specific call processing states, such as active on a skillset call, and allows the items to be displayed in real-time displays with highlighting to indicate a potential problem to the supervisor). • Skillset properties—Used to assign the
agent to answer calls for specific skillsets. The agent is also assigned a priority from 1 to 48 or standby in each of the skillsets.
• Supervisor properties—Used to assign a primary and secondary (associated) supervisor. See the example of the Agent Details page. (See Figure 9 on previous page.)
Supervisor configuration
Supervisors are responsible for managing a group of agents. The system adminis-trator assigns supervisor capabilities which allow agents to be assigned to them. For each of the assigned agents, supervisors: • Are notified when an agent presses the
Emergency key
• Have agent keys configured on their phonesets
• Can monitor their agents’ conversations • Can change agent properties, such as
the agent’s language, call presentation, and skillset priorities
• Can create, edit, and schedule agent to supervisor assignments and agent to skillset assignments
With the Symposium Call Center Web Client, supervisors can choose to view all agents in their real-time displays, or they can apply filters to the displays to show only a subset of the agents assigned to them. Likewise, they can also create user-defined reports in Historical Reporting, and apply selection criteria to show only a subset of the agents assigned.
Real-time displays
Symposium Call Center Server’s real-time displays provide supervisors and adminis-trators with up-to-date status information regarding the performance of the contact center and its resources. The real-time display is a monitoring tool that allows contact center managers to query and display real-time contact center data. These displays provide continuous infor-mation regarding the dynamic conditions of the contact center, including agent and call activities. The availability of this data is essential in enabling managers to quickly respond to changes in call activity. By reacting to these always-changing condi-tions, contact center managers can make better use of their resources and provide the highest quality of service to their customers.
Symposium Call Center Server real-time display capabilities
The contact center supervisor or adminis-trator has the ability to use standard (pre-defined) display definitions. There are a number of standard real-time display defi-nitions. They are related to agents, appli-cations, IVR, routes, skillsets, and contact center summaries. Supervisors can quickly scan the display to identify positive or negative trends in the call handling work-load. Any values that exceed pre-defined thresholds are highlighted in the displays. Supervisors can even choose colors to represent different exception levels.
Supervisors also can personalize the stan-dard displays in order to view the informa-tion that is the most critical to their business needs. They can apply color schemes, add custom formulas, and insert or remove statistics columns. They can also apply filters to most of the real-time displays.
Real-time data can be presented in what-ever format works best—graphical, tabular, or a combination of the two—to help managers react immediately to changing circumstances. They have the information they need to adjust skillsets and staffing levels, or reroute calls to deploy other networked resources—all with the goal of maintaining the highest levels of customer service and agent satisfaction.
Symposium Call Center Server also offers a choice in how real-time information is going to be viewed—either as a “moving window” or an “interval-to-date” view.
Moving window view
This view uses a moving window where the statistics are collected and kept for a fixed length of time (10 minutes). This view always represents the last 10 minutes of activity.
Interval-to-date view
This view allows the collection of statistics to continue for a configurable interval length. The interval length can be set to as low as 15 minutes and as high as 24 hours. When the interval is completed, the statistics are set to zero and the collec-tion starts again for the next interval. Supervisors choose how often their displays update. Skillset information can be refreshed as often as every two seconds. Agent-related displays can update as often as every 0.5 second.
On the left are two examples of
Symposium Call Center Server real-time displays. The first screen represents agent information, and the second screen repre-sents a collection of tabular and graphical real-time displays.
Agent desktop displays
Symposium Call Center Web Client includes agent desktop displays that enable agents to keep an eye on their current performance statistics and see how they are contributing to the overall effective-ness of the contact center. An agent can see up to 21 statistics for each of his or her assigned skillsets, in either a one-line or tabular format.
Management reports
Flexible management reports provide contact center managers with the detailed up-to-date information needed to admin-ister the contact center effectively. Symposium Call Center Server offers management reports to identify immediate concerns or to provide a historical perspec-tive. Reports can focus on a selected time-frame or on specific components such as agents or skillsets, providing the informa-tion for managers to measure and manage contact center productivity. Symposium Call Center Server’s reporting capabilities can help measure system performance, assess staffing requirements, control operatingFigure 10. Real-Time Displays—Agents
