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AGILIA

1. EBIT Support Kiss Harald AGILIA b l La ASSINGMENT REPORT User group Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Created by Created on Assignment direct group Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Mo Yes Ma Schwendtner Gerry 10 27 2005 4 33 PM Campaign Action Target group Sales action 2006 Sales action 2006 Neu Abonnenten Sales action 2006 Sales action 2006 New Sales Action 2006 Outbound tgi Sales Action 2006 Outbound tg Sales Action 2006 outbound tg2 Sales Action 2006 outbound tg contact persons test Outbound 2005 zg Sales action 2006 Sales action 2006 Meu Abonnenten Sales action 2006 Sales action 2006 Mew Sales Action 2006 Outbound tgi Sales Action 2006 Outbound tg Sales Action 2006 outbound tg2 Sales Action 2006 outbound tg contact persons test Outbound 2005 zg Sales action 006 Sales action 2006 Meu Abonnenten Sales action 2006 Sales action 2006 Mew Sales Action 2006 Outbound tgi Sales Action 2006 Outbound tg Sales Action 2006 outbound tg2 S
2. 2 1 1 Step 1 Select Project Sales action 2006 Sales action 2006 C Sales Action 2006 Outbound C Sales Action 2006 outbound2 C Sales Action 2006 outbound3 test Outbound 2005 Figure 2 List of active outbound actions Select the desired campaign and click on Next gt eBIT g ebit e business amp IT EntwicklungsGmbH 5120 AGILIA Contact Contact 2 1 2 Step 2 Search Profiles or Start Project Project Outbound In progress Mot reached 10 26 2005 1 35 32 PM No profile available 10 26 2005 1 35 51 PM 10 26 2005 1 36 10 PM 10 26 2005 1 45 00 PM 10 26 2005 3 04 13 PM Follow up with date Prepared profiles No profile available 7 lt eBac Mex Search profiles in this action EBIT GmbH Contact person Kiss Harald Last name Ebit a EBIT GmbH Internal number si zip code i City S O Street 0 Number Areacode Phone number si Figure 3 Search profile or start project In the following step you see some details for the selected project Click on to start the project You are able to search and directly select certain profiles from the used target group Note For searching use the wildcards which are commonly used in AGILA mainly Note You have to select the additional setting with inbound when creating a new campaign in the menu CAMPAIGN in order to get the search dialog for profiles displayed eBIT a ebit e business amp IT Entwicklungs
3. 50 095 0 2 50 0 Figure 13 Outbound results User report The User report is breaking down the outbound action per user into completion reasons in absolute and relative numbers Note Relative numbers in are calculated from the absolute numbers They refer to the number of call attempts e g User Kiss Harald 169 NR Not reached correspond to 41 8 of his total 383 call attempts In the lower screen you find a description of all abbreviations of completion reasons eBIT E ebit e business amp IT EntwicklungsGmbH 14 1 20 AGILIA Contact Contact 3 1 2 Assignment Report ASSINGMENT REPORT Select the starting point User f User group f Target group Number of users target groups per side 0 means all Filter User Usergroup or Target group Figure 14 Assignment report Settings Select a starting point for the report you can choose between e User e User group e Target group You can limit the number of users target groups per side Note If you enter 0 this means that all users target groups are displayed on one side You can set filters by entering the name of a user for example The report is only consid ering the stated value from the filter Click on to get to the next step of the report eBIT E ebit e business amp IT EntwicklungsGmbH 151 20 AGILIA Contact Contact 3 1 2 1 User Report for client User name Administrator
4. 3 T New analysis Close Figure 9 Outbound results Project status The Project status report is summarizing the outbound action with a few key numbers Also the number of call attempts 1s shown eBIT E ebit e business amp IT EntwicklungsGmbH 11 20 AGILIA Contact Contact 3 1 1 2 Completion Reason Distribution 3 OUTBOUND RESULTS Analysis results Report time 07 11 2005 14 39 59 Report name Completion reason distribution Created by Schwendtner Gerry Selected project Outbound is running from 25 10 2005 00 00 00 to 12 12 2005 00 00 00 Selected options Period of time whole period Completion reasons I M NC NI Completion reasons Follow up with date Completion reasons Follow up without date System completion reasons S2 33 54 55 Completion type Reason Number 9 I Interested 0 095 NI Not interested 0 0945 Completion M Moved 50 095 NC No completion 50 095 Sum 100 0 New analysis Close Figure 10 Outbound results Completion reason distribution The Completion reason distribution report is summarizing the outbound action per completion reason in absolute and relative numbers Relative numbers are calculated from the sum of displayed values 3 1 1 3 Completion Reason Distribution per Target Group 3 OUTBOUND RESULTS Analysis results Report time 07 11 2005 14 41 19 Report name Completion reason distribution per target group Created by Schwendtner Gerry
5. them here OUTBOUND CALL Outbound In progress Call Created by Schwendtner Gerry 10 25 2005 5 22 PM Changed by Schwendtner Gerry 10 26 2005 1 36 PM Processing period 10 26 2005 1 36 PM to Outbound project Outbound Target group tgi Calling status In progress Call not yet completed Reason of completion Follow up date Comment Questionnaire E Recording Previous ticket Figure 20 History 3 1 4 Outbound Contact Monitor REPORT OUTBOUND CONTACT MONITOR Client Figure 21 Outbound contact monitor Select client s Select at least one client for whom you want to start the contact monitor Click on the dot button l of the field Client Note This selection is depending on your rights in AGILIA Click on to start the report eBIT ebit e business amp IT EntwicklungsGmbH 19 20 AGILIA Contact Contact Outbound contact monitor Report status Completed Refresh all User distribution of client 1 user 10 27 2005 4 09 20 PM User distribution of action 1 user 10 27 2005 4 09 20 PM outbound 1 Last update 10 27 2005 4 09 20 PM User name Client Action Target group obT2780 Duration Status Schwendtner Gerry AGILIA autbaund3 tg contact persons 10 27 2005 2 33 PM 01 36 49 New called AGILIA outbound tg2 10 27 2005 2 32 PM 01 37 32 In progress Call nat yet completed Figure 22 Outbound contact monitor Result In the result o
6. AGILIA User Manual CONTACT 07 11 2005 QZ AGILIA Contact Contact Welcome Thank you for purchasing AGILIA software This user manual will introduce you to the most important functions of AGILIA in a quick and efficient way This part of the manual describes the handling of the module Contact Please read the following manual thoroughly Should you have questions nevertheless please do not hesitate and contact our support support ebit at 43 732 602232 50 In reference to our products we provide trainings In case of interest we willingly send you a detailed description of our trainings Do you have any questions Send us an e mail at office ebitonline com or call us at 43 732 602232 Note The views of the displayed menus menu items and screenshots may possibly differ from your actual screen view depending on your individual settings your rights in AGILIA and on the modules you have purchased ebit e business amp IT EntwicklungsGmbH Schillerstr 1 4020 Linz Austria call 43 732 602232 fax 43 732 602232 5555 email office ebitonline com surf www ebitonline com All rights reserved This manual and its parts are copyrighted No part of this document may be reproduced stored in or introduced into a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise or for any purpose without the prior written permission of the ebit e business a
7. GmbH 6 20 AGILIA Contact Contact 2 1 3 Step 3 Conduct Project Project outbound3 Last calling attempt 42 Follow up calls4 handled by at Comment 1 10 26 2005 1 50 PM Not reached Not reached Schwendtner Gerry 10 26 2005 1 49 PM 2 3 Edit profile in Dynabase History Internal number 18018 Customer number O Title Name EBIT GmbH 4 Comment Free adress line zip code __ __ Street cty 1 Phone number y 602232 Phone number l ILCO Phnenumer fff Academictitle a Jbtle el First name Lastname Kss JM Function a Address unl Phone 43 732 602232 Phone extension Fax el Faxextension Cellphone 1 1 Department Emal o ooo Comment Newsletter E 5 The maximum number of calls for this profile has been reached Do you want to call this profile once again C Call again C Do not call again Completion reasons 6 C Interested C Busy C Call back C Not interested C Not reached C Vacation C Moved C Ill C No completion Completion 7 Not reached 8 Folllow up with d 9 on 10 28 2005 2 33 P 49 Details for call 44 ee Figure 4 Conduct project ABIT E ebit e business amp IT EntwicklungsGmbH 7 20 AGILIA Contact Contact Note Please note that this view might vary from your campaign questionnaire This depends on the settings you choose when creating a campaign 1 Here you see at m
8. Selected project Outbound is running from 25 10 2005 00 00 00 to 12 12 2005 00 00 00 Selected options Period of time whole period Completion reasons I M NC NI Completion reasons Follow up with date Completion reasons Follow up without date System completion reasons S253 54 55 Target group Completion type Reason Number 9o tgi Completion M Moved 1 50 095 NC No completion 1 50 0 Sum 2 100 090 New analysis Close Figure 11 Outbound results Completion reason distribution per target group The Completion reason distribution per target group report is summarizing the out bound action per target group and completion type or reason in absolute and relative numbers eBIT E ebit e business amp IT EntwicklungsGmbH 12120 AGILIA Contact Contact 3 1 1 4 Completion Reason Distribution per Target Group and Branch 5 OUTBOUND RESULTS Analysis results Report time 07 11 2005 14 45 19 Report name Completion reason distribution per target group and Created by Schwendtner Gerry branch Selected project Outbound is running from 25 10 2005 00 00 00 to 12 12 2005 00 00 00 Selected options Period of time whole period Completion reasons I M NC NI Completion reasons Follow up with date Completion reasons Follow up without date System completion reasons 20 54 54 SB Branch Target group Completion type Reason 9o keine Filiale tgi Completion M Moved 50 095 NC No co
9. ales Action 2006 outbound tg contact persons Test EingabeTest 2 Leute test Outbound 2005 zg Test Summer 2005 207 Ll s i svo gt E L_ close Figure 15 Assignment report User In the result of the report you see which user and user group is assigned to which cam paign and target group Note In case a user group is assigned to a campaign target group all users members are automatically assigned too If a user is directly assigned to a campaign target group the user is still a member of it even when the user group is not assigned to the campaign target group any more You can make changes by clicking the dot button L of the relevant field A new window is opened There you can change the assignments click on to secure the changes eBIT g ebit e business amp IT EntwicklungsGmbH 16 20 AGILIA Contact Contact 3 1 2 2 User Group ASSINGMENT REPORT Report for client AGILIA Created by Created on User group Campaign Action Target group Sales action 2006 Sales action 2006 Neu Abonnenten Sales action 2006 Sales action 2006 New Sales Action 2006 Outbound tgi Administrator Sales Action 2006 Outbound tg Sales Action 2006 outbound tg2 Schwendtner Gerry 10 27 2005 4 38 PM Sales Action 2006 outbound tg contact persons test Outbound 2005 zg In the result of the report you see which user group is responsible for which c
10. ampaign Figure 16 Assignment report User group You can make changes by clicking the dot button of the relevant field A new window is opened There you can change the assignments click on to secure the changes 3 1 2 3 Target Group ASSINGMENT REPORT Report for client AGILTA Created by Created an Campaign Action Target group User name Sales action 2006 Sales action 2006 Meu i Abonnenten Administrator EBIT Support Kiss Harald Krug Nikolaus Schmiderer Johannes Schwendtner Schwendtner Gernot Schwendtner Gernot Schwendtner Gerry Administrator EBIT Support Kiss Harald Krug Nikolaus Sales action 2006 Sales action 2006 New Schmiderer Johannes Schwendtner Schwendtner Gernot Schwendtner Gernot Schwendtner Gerry Schwendtner Gerry 10 27 2005 4 40 PM User group Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Administrator Assignment direct group Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Is lt lt 1 2 9 gt E cse Figure 17 Assignment report Target group In the result of the report you see which target group is assigned to which campaign and users user groups Note In case a u
11. f the outbound contact monitor you see the user distribution per selected user and per action It is displayed as a diagram chart You see the user name with the details on the screen of those users who are were active in the client s 1 e those who are currently processing an outbound ticket In the upper part of the screen you can set if and how often the monitor should be re freshed Select a value from the list Refresh all You can sort the result by user name therefore use the buttons eBIT E ebit e business amp IT EntwicklungsGmbH 20 20
12. it e business amp IT EntwicklungsGmbH 3120 AGILIA Contact Contact 1 General Information With the module Contact you can conduct monitor and report outbound campaigns Precondition for conducting an outbound campaign is that all profiles which should be contacted are already available in the system and have been selected with the target group selection In this part of the user manual you will find the description of the parts that deal with conducting and reporting of outbound campaigns in AGILIA Where Do I Find the Menu ltem Contact In the menu CONTACT you have the choice between following menu items CONTACT DESK PROJECT ADMINISTRATION CONTACT MONITOR and REPORTS MENU Dynabase Campaign Order taking ime tracking White pages System CONTACT Contact desk Project administration Contact monitor D E a a ADDED a n a C a Figure 1 Menu contact eBIT E ebit e business amp IT EntwicklungsGmbH 4120 AGILIA Contact Contact 2 Contact Desk Here you learn to conduct and use a project outbound action 2 1 Select and Use Project In the menu CONTACT menu item CONTACT DESK you find the list of outbound projects which are assigned to the logged in user under the menu item PROJECTS Note Via the outbound action symbol i i in the icon box you receive the selection of active outbound action as far as follow ups are due Here you can select the desired action as well and are getting to the CONTACT DESK menu
13. mp IT EntwicklungsGmbH ebit e business amp IT EntwicklungsGmbH provides no warranty for the correctness of this user manual Modification of the text is reserved ebit e business amp IT EntwicklungsGmbH disclaims any liability for the content or use of this manual The terms agilia ebit and the ebit logo are trademarks of ebit e business amp IT Entwick lungsGmbH eBIT ebit e business amp IT EntwicklungsGmbH 2120 AGILIA Contact Contact Table of Contents 1 GENERAL INFORMA TIO NL znsrecikakneiatikexe cu CRVEuR MER C wuEaF RU CUUER NE aus YU FO ddwkRudE Cua rU Edi Ge riu iw ud viae an 4 Where Do Find the Menu ltem Contact seesssessssseesseeeeennnennnm nennen 4 2 CONTACFDES H acronis en E E nUIMEIRNU SNR mU RE SM EUCH aa EUT 5 21 Sealectand Use PY Ol em m 5 2 1 1 Step 7T Select Projeli enti uda uten ig mo Riesa pa aae aaia aia a ia i aia 5 2 1 2 Step 2 Search Profiles or Start Project cccccccccsssseecceeseeeseseeecseseeecseuseeseeeeeeess 6 Aks otp n 5 OMOUEL etes o RENT ULM 7 3 REPORTS ee 9 r OU loeo NET 9 SRL COMB OUI TR SUIS RON Em 9 SLZ elus ING DO DM 15 3 1 3 Ticket Duration Report ccccccccssecceececaeeeseeeecaeesaeeceeeseueecaueesseeeseeseueeseueesseeenaess 18 3 1 4 Outbound Contact Monitor ssseesssssssssssssssseeeee nennen nennen nnns nnns 19 eBIT eb
14. mpletion 50 095 Sum 100 0 New analysis Close Figure 12 Outbound results Completion reason distribution per target group and branch The Completion reason distribution per target group and branch report is summarizing the outbound action per target group and completion type or reason in absolute and rela tive numbers per branch eBIT E ebit e business amp IT EntwicklungsGmbH 13 20 AGILIA Contact Contact 3 1 1 5 User Report 5 OUTBOUND RESULTS Analysis results Report name Selected project Selected options User report outbound2 Period of time Completion reasons Completion reasons Follow up with date Completion reasons Follow up without date System completion reasons Report time Created by is running from 25 10 2005 00 00 00 to 12 12 2005 00 00 whole period I M NC NI CB V I B NR S2 S3 S4 S5 Agent FU 0 Schwendtner 20 0 0 Gerry Summe 1 20 0 0 0 0 1 100 0 0 0 0 Completion reasons I Interested NI Not interested M Moved MC No completion Completion reasons without date B Busy MR Mot reached Completion reasons with date CB Call back V Vacation I Ill Completion reasons System S2 Project end 9o Y 0 1 3 Max calls reached S4 Appointment canceled S5 Lock code Do not call again 9o I 9o 100 095 0 0 NR 9o Compl 2
15. nger Harald Kiss F9 FE Pn FN FN EB nM ER Created by Created on Ticket data Start End 8 23 2005 9 26 53 AM 8 23 2005 9 26 58 AM 8 23 2005 9 30 10 AM 8 23 2005 9 30 18 AM 8 23 2005 9 36 11 AM 8 23 2005 9 36 19 AM 8 23 2005 9 41 43 AM 8 23 2005 9 41 48 AM 8 23 2005 9 45 24 AM 8 23 2005 9 45 40 AM Duration 26 58 AM 12 27 03 AM 12 30 18 AM 12 30 23 AM 12 1 36 19 AM 12 1 36 23 AM 12 9 41 48 AM 12 9 41 54 AM 12 9 45 40 AM 12 9 45 48 AM 12 00 00 00 00 08 AM Not reached 00 05 AM Not reached 06 AM Not reached 16 AM Completed System 08 AM Completed System Schwendtner Gerry 10 27 2005 4 45 PM Status 05 AM Not reached 05 AM Not reached 08 AM Not reached 05 AM Not reached 04 AM Not reached Reason of completion Figure 19 Ticket duration report Result In the result of the ticket duration report you see the duration of the single tickets and the most important details for them for a limited period of time You can print copy or rerun the report If you click on the profile name a new window is opened with the data of the profile like in Dynabase You can make changes and see the details if necessary eBIT E ebit e business amp IT EntwicklungsGmbH 18 20 AGILIA Contact Contact If you click on H a new window is opened with the history of the profile You see the outbound call tickets of the profile and can access
16. ost the last three follow ups with their processing details You see the number of call attempt including date and time the completion reason with exact reason in brackets the use who has processed it with date time as well as comments 2 You are able to edit the profile in Dynabase in case you can not manage with the dis played fields 3 You can examine the history of this profile send an e mal or take an order for this profile If necessary you can add and complete profile data Complete the questionnaire Note Please note that at this position there is usually a questionnaire which was left out for lack of space Note You can specify the settings of the questionnaire when creating a campaign 6 Here you find the list of completion reasons per completion group Select one com pletion reason radio button in the categories Completion Not reached or Fol low up with date and click on the corresponding button by doing so you close the dialog Note You can change the settings of completion reasons in the menu Completion group in the menu SYSTEM menu item MASTER DATA 7 With you finish the contact with the selected completion reason this profile will not be provided again with a follow up in this action 8 With you state a follow up reason This profile will be provided again to the user after a previously in the outbound action defined time has run out 9 With you can define that the profile is not p
17. ou want to start the report Click on to get to the next step of the report 5 OUTBOUND RESULTS Outbound periode from 1 10 2005 whole period to 27 10 2005 C Specific periode lt lt Back Next gt gt Figure 6 Outbound results Period of time Select the desired period of time for which you want to start the report Additionally se lect whether the report applies for the whole or only for a specific time span Click on to get to the next step of the report eBIT a ebit e business amp IT EntwicklungsGmbH 9 20 AGILIA Contact Contact 53 OUTBOUND RESULTS CompletionReasons I Interested M Moved MC No completion NI Not interested Select completion reasons for follow up without date B Busy NR Mot reached Select completion reasons for follow up with date CB Call back I Ill V Vacation Select completion reasons System Project end Max calls reached Appointment canceled Lock code Do not call again lt lt Back Next gt gt Figure 7 Outbound results Completion reasons Select the desired completion reasons of the outbound action which should be considered and displayed in your report Click on to get to the next step of the report 53 OUTBOUND RESULTS Analysis Project status C Completion reason distribution C Completion reason distribution per target group C Completion reason distribution per target group and branch C User repor
18. rovided after the preset time but only after the time which the user is selecting for this particular profile 10 You can enter a desired follow up date and time when using Follow up with date 11 You can add a comment to the call this will be displayed when the profile is pro vided the next time with a follow up You see it in the upper screen Now you have successfully processed one profile from the outbound action and you re ceive a new profile for processing eBIT g ebit e business amp IT EntwicklungsGmbH 8 20 AGILIA Contact Contact 3 Reports In this part of the user manual you find the description of the reports from the module Contact In the menu CONTACT you find the menu item REPORTS Here you have the choice be tween OUTBOUND and TICKET FLOW REPORTS 3 1 Outbound Here you learn which settings you can define for the different outbound reports 3 1 1 Outbound Results O OUTBOUND RESULTS Outbound process Summer 2005 gt is running from 20 05 2006 to 30 04 2001 C Sales action 2006 gt is running from 26 10 2005 to 30 11 2005 C Outbound gt is running from 25 10 2005 to 12 12 2005 C outbound2 gt is running from 25 10 2005 to 12 12 2005 C outbound3 gt is running fromt to C EingabeTest gt is running from tof C Outbound 2005 gt is running frorn tof Figure 5 Outbound results Outbound process Select the desired outbound process for which y
19. ser group is assigned to a campaign target group all users members are automatically assigned too If a user is directly assigned to a campaign target group the user eBIT E ebit e business amp IT EntwicklungsGmbH 17 120 AGILIA Contact Contact is still a member of it even when the user group is not assigned to the campaign target group any more You can make changes by clicking the dot button L of the relevant field A new window is opened There you can change the assignments click on to secure the changes 3 1 3 Ticket Duration Report TICKET TIME Date time from 72005 Ezo Date time to a ia 2008 2 00 Call minimum duration Seconds Call maximum duration Seconds Outbound action Figure 18 Ticket duration report Settings You have to enter start and end date for the report date and time Define the minimum and maximum duration of calls Select at least one or more outbound actions Click on the dot button and select the de sired action s Click on to start the report Ticket time Report status Completed New report Retry Report for client AGILIA User Sys No Profile name Kiss Harald Kiss Harald Kiss Harald Kiss Harald Kiss Harald Kiss Harald Kiss Harald Kiss Harald Kiss Harald Kiss Harald Michael Dattinger Harald Kiss Michael Dattinger Harald Kiss Michael Dattinger Harald Kiss Michael Dattinger Harald Kiss Michael Datti
20. t lt lt Back Start analysis Figure 8 Outbound results Analysis types You can choose now which predefined analysis types you want to take for the report e Project status e Completion reason distribution e Completion reason distribution per target group e Completion reason distribution per target group and branch e User report eBIT a ebit e business amp IT EntwicklungsGmbH 10 20 AGILIA Contact Contact 3 1 1 1 Project Status O OUTBOUND RESULTS Analysis results Report name Project status Selected project Outbound Selected options Period of time Completion reasons Report Completed profiles Completed and checked profiles Follow up of checkers In progress user In progress user first call for profile In progress Checker Follow up with date Report time 07 11 2005 14 15 24 Created by Schwendtner Gerry is running from 25 10 2005 00 00 00 to 12 12 2005 00 00 00 whole period I M NC NI Number 1 0 0 Total incl multiple follow ups per profile Number of profiles with at least on follow up Number of profiles with current status follow up thereof overdue Follow up without date Total incl multiple follow ups per profile Number of profiles with at least on follow up Number of profiles with current status follow up thereof overdue Attempted calls Attempted calls 1 6 x called x called Number

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