Call Centre
Contents
1. E Splicecom ly maximiser vision Call Centre Supervisor Console User Manual What s New in Document ref V1 2 1010 4 Version 1 2 October 2010 8 Vision Call Centre Supervisor Console User Manual What s New in document ref V1 2 1010 4 Document No 014A Version No V1 2 1010 4 Copyright SpliceCom Ltd SpliceCom Ltd The Hall Business Centre Berry Lane Chorleywood Herts WD3 5EX Tel 01923 287700 Website www splicecom com Vision Call Centre Supervisor Console User Manual What s New Splicecom ymax MmISer Contents This document details the new or amended sections of the Vision Call Centre Supervisor Console User Manual reference V1 2 1010 4 Each section has been listed in the same order that they appear in the manual TST ONO ose ercese secede serasseerepsnietoaes E E E EEA iene 1 A eee een an mn oe ae nT PO UUme YORU mere Le UE Ene oe Tn etna ve ere E eee anne rene Not Available Codes oie cecececcceccccccceescccecessececessceceeerscccevssseceesececesssecesensseceesssseseesscesenssecsessseceestrseeeestreseesneeess AI USUI ON OOE Manually distribute ei call t an FOCI Sasser criceteras ct edualacceeasuaetscnsusweernawaesaedsdoeueeaosasevies eatiesctnasadiecasaassieancniesuasuuvetaends 1 Manually distribute a Call to yourself oo eee cececcccceessceceecscceceessececenseccestesececensceesensecerertseeesentscesertacereetseeeeensees 2 fa L 0 E58 Gye coment reas ener a nee eer eT2. Logged Out is displayed this indicates that the Agent is not currently logged on to a handset on the telephone system or not logged on as an Agent on the Call Centre system and therefore the Agent s extension will not be presented with calls handle by a Queue What s New 4 Vision Call Centre Supervisor Console User Manual V1 2 1010 4 P a i Splicecom maximiser Vision Call Centre Supervisor Console User Manual What s New Not Answered Setting thresholds Logged Out The number of seconds that an Agent has been logged out S i enaatetiiogs Displayed in the State Dur Column Set warning alert thresholds for agents Wam s Aents Logged In The number of seconds that an Agent has been logged in Logged Out gt gt i 5 A 3 o re Displayed within the Login Dur column ee Not Available The number of seconds that an Agent has been in DND or has had a Ringing gt Not Available Code selected On Call gt gt inWrapUp gt n Waiting The number of seconds that an Agent has been waiting to receive a a lt call Displayed in the State Dur Column Blacklisted gt gt eee i Ringing The number of seconds that a call has been ringing on an Agent s Last Ans Call gt gt z x oe extension Displayed in the State Dur Column On Call The number of seconds that an Agent has been on a call Displayed in the State Dur Column In Wrap Up The number of seconds that an Agent has been in wrap up Busy To be confirmed Blac
3. Oy ee NED A a9 ee Ey Pee nS aren eee ee een nye ore A Tae I EE ee nn enn en EEA E anc Ee enero AN OS WU FON create se sete eerste ele A sede ceeieccerenncmeees aaeeent cee nsutaasndee iene 5 ESE ege a E E E E E T 5 Listen Or Intrude on tO a Call once cece ceceecceccccccccesscccecseccceccecececsssecsevaseccessuecessesssecessassesesssessessseesevsrtesecsnseesesseerss 5 What s New Vision Call Centre Supervisor Console User Manual V1 2 1010 4 Vision Call Centre Supervisor Console User Manual What s New Splicecom maxim ISET This page is blank What s New Vision Call Centre Supervisor Console User Manual V1 2 1010 4 Vision Call Centre C Supervisor Console User Manual What s New Splicecom ymax MISer Terminology Asent Please note that a User configured as an Agent can be logged on to a handset to receive extension and external DDI calls but might not necessarily be logged on as an Agent This is determined by the Agent s Auto Agent Login setting Please refer to your System Administrator for further details Not Available Codes Vision Call Centre software can be configured with Not Available Codes such as At Lunch In a meeting doing paperwork and so on These can then be selected by Agents via the Agent Portal to indicate why they are unable to take calls Once selected this code will be displayed in the Agent s State column box within the Supervisor Console Please refer to the Agents Pane and Asent Detai
4. enarios this will be your extension number 4 In the Voicemail Access Code field enter the voicemail access code used by this User account What s New Vision Call Centre Supervisor Console User Manual V1 2 1010 4 Vision Call Centre i Ce PEE es Supervisor Console User Manual What s New Splicecom ymax MISer Exlendion Humber Pirr Yoeri Apts Coke LELLI Save 5 Select Save when ready Once you have completed this configuration you can send a call to this extension as follows 1 A call is received by a Queue that you are managing This will appear in the Queueing Calls pane Queuing Calls Name Number For Agent Queue Time Priority Boost Priority SendTo Highland Ltd 02085382355 Catalogue Sales 8001 2006 00 00 07 0 Boost SendTo 2 Click on the SendTo button under the Send To column that appears alongside the call you wish to manually distribute 3 The Send Call To dialogue box will appear 4 Select the Self radio button 5 Click on Send The call will be presented to your phone Answer the call as normal Or Click on Cancel if you do not wish to manually route this call What s New Vision Call Centre Supervisor Console User Manual V1 2 1010 4 3 Vision Call Centre i KE a Supervisor Console User Manual What s New Splicecom ymax MISer Agents pane Agent s State The State column will display the current state for the relevant Agent as follows Waiting The Waiting state indicates tha
5. eue Time Priority Boost Priority Send To Highland Ltd 02085382355 Catalogue Sales 8001 2006 00 00 07 0 Boost SendTo 2 Click on the SendTo button under the Send To column that appears alongside the call you wish to manually distribute 3 The Send Call To dialogue box will appear What s New Vision Call Centre Supervisor Console User Manual V1 2 1010 4 1 _ Vision Call Centre z Ka a Supervisor Console User Manual What s New Splicecom ymax MISeT Send Call To a Self Oun FEES 4 Click on the Agent list box E3 Send Call To a Self Agent Alice Barker Eric Jones Jax Govind Josh Carew Keith Pratchett Sally James Sophie Elton 5 From the list displayed select the Agent required Please note that this agent does not necessarily have to be a member of the relevant Distribution Group 3 Send Call To a Self Agent Josh Carew 6 Click on Send The call will be presented to the Agent s extension Or Click on Cancel if you do not wish to manually route this call Manually distribute a call to yourself Firstly you will need to configure the Supervisor Console to enable this facility as follows 1 Within the Supervisor Console at the top risht hand corner click on the Configure button 2 Select the Settings tab 3 Inthe Extension Number field enter the extension number of the User account logged in to the telephone that you will be sending a call to in most sc
6. klisted The number of seconds that an Agent has been blacklisted Displayed in the State Dur Column The number of calls not answered by an Agent since login This threshold will compare the value within the brackets displayed in the Not Ans column Last Ans Call The number of seconds since the Agent last answered a call Displayed within the Last Ans column Call Rate Average number of calls answered by an Agent per hour since log in Displayed in the Call Rate column Blacklistins If the Agent fails to answer the next call presented to his her extension the Agent will be blacklisted again This will continue until the Agent answers a call and the Not Ans column box displays 0 for the successive number of calls the Agent has failed to answer eg 0 9 Listen or Intrude on to a Call Please note that if you are using a PCS 580 or 570 or 560 the call will be automatically connected you will not need to answer the call first What s New Vision Call Centre Supervisor Console User Manual V1 2 1010 4 5
7. l pane sections later in this manual for further details A Not Available Code can also be configured to put an Agent in to Do Not Disturb when the code is selected Please refer to your System Administrator for details of the Not Available Codes configured on your system Call Distribution When a Queue is configured within the Vision Call Centre software the Distribution Mode the method in which calls will be distributed to the agents will be configured either as Longest Idle calls are distributed to the longest idle Agent first then to the next longest idle Agent and so on or Least Busy calls are distributed to the least busy Agent first then to the next least busy Agent and so on However if for example a call has been received by an important customer and you would like to handle the call or you would like to pass the call to a specific Agent you can manually route the call to yourself or to that Agent as follows Please note that this manual assumes that the User account logged on to the handset you are using in most scenarios this will be your User account on the maximiser telephone system has been previously configured to receive calls sent via the Supervisor Console Please refer to your System Administrator for further details Manually distribute a call to an Agent 1 A call is received by a Queue that you are managing This will appear in the Queueing Calls pane Queuing Calls Name Number For Agent Qu
8. t the agent is ready and available to answer a call Ringing This state indicates that a call handled by a Queue has been presented to the Agent s extension but has not yet been answered On Call This state means that the Agent has answered a call presented via a Queue In Wrap Up This state indicates that the Agent has finished a call and is currently in Wrap Up Time determined by the relevant Department s configuration The Agent will not be presented with another call during this wrap up time An Agent can manually end this Wrap Up time either via a Completion Code or by lifting and then replacing their handset Other Calls This state is disolayed when the Asent is on any type of call other than a call presented by a Queue Blacklisted This state indicates that the Agent has not answered three consecutive calls presented to his her extension via a Queue The Agent will not be presented with any calls for 5 minutes unless you manually restore their extension to a Waiting state via the Supervisor Console Please refer to the Blacklisting section for further details Not Available The Not Available state indicates that the Agent has Do Not Disturb set and therefore the extension is busy and he she is unable to take any calls Not Available Code If the Agent has selected a Not Available Code this will be displayed in this column Please refer to the Not Available Codes section for further details Logged Out When
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