Telrad ACD Super User Guide

Automatic Call Distribution (ACD)
SUPERVISOR USER GUIDE
76-110-0440/G Issue 1
Printed in Israel
76-110-0440/G, Issue 1
76-110-0440/G,
Issue 1
(ACD)
SUPERVISOR USER GUIDE
Telrad Telecommunications Inc.
Woodbury, N.Y.
NOTICE
This publication refers to Telrad’s
Call Distribution (ACD)
package running on
Automatic
Telrad’s DIGITAL KEY BX, DIGITAL 400, and DIGITAL 1000 systems, Releases SB7, DB7, and LB7, resp ectively, as of August, 1999.
This publication describes the operation of the ACD supervisor’s position, using any Telrad Avanti 3025 telephone.
Telrad reserves the right to modify the equip­ment and the softw are described here in without prior notice. However, changes made to the equipment or to the software described herein do not necessarily render this publication invalid.
© 1999 Telrad Telecommunications, Inc.
Woodbury, New York

INTRODUCTION

GENERAL
This guide provides instructions for the Automatic Call Distribution (ACD) supervisor.
It includes details of:
• Supervising agents;
• Viewing agent statistics;
• Viewing queue statistics. The instructions refer to ACD supervisors in DIGITAL KEY
BX, DIGITAL 400, and DIGITAL 1000 systems. A detailed description of the Telrad ACD system is
provided in the ACD System manual and in the DIGITAL System Description manual. The supervisor must u se an A vanti 30 25 set . It is assumed
that the supervisor using this guide is familiar with regular operation of the telephone. For detailed operating instructions, refer to the Avanti 3025 User Guide.
It is also assumed that the supervisor is familiar with the work and documentation of the ACD agents. For more details, refer to the ACD Agent User Guide.
CONVENTIONS
The conventions adopted in this guide are described below.
Typographical conventions
In this guide:
• Fixed buttons are shown like this:
• Softkeys are shown by an icon like this: or button like this:
• Press the softkeys to move from screen to screen as indicated in Figures 4 through 10, below.
ACD Superviser User Guide 1
{<MORE>}.
[HELP ANSWER].

•  scrolls to the next screen.
•  moves to the previous screen.
Time conventions
In the display of the supervisor's telephone: : separates hours from minutes; ' indicates minutes;
'' indicates seconds. Thus 3:45'26'' means three h ours, 4 5 minutes, 26 secon ds.
CURSOR MOVEMENT AND ENTER BUTTONS
Your Avanti 3025 telephone set has sixteen softkeys, a four-direction cursor movement key, an ENTER button for selecting the c urrent cursor position (see Figure 1). You may move among the softkey options using the four-direc­tion cursor movement key. Then press the ENTER button to select the highlighted opt ion. Softkey fu nctions may also be selected by pressing the softkey adjacent to the option.
PURPOSE OF ACD
The purpose of the ACD system is to optimize the distribution of incoming calls so tha t callers re ceive promp t service, and so that the burden of answering calls is distributed evenly among the ACD agents.
TASKS OF THE SUPERVISOR
The supervisor has two main tasks:
• Dealing with agents;
• Viewing the statistical data relating to queues and agents.
Dealing with agents involves:
• Monitoring and advising agents;
• Responding to agents' requests for help.
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ACD Superviser User Guide
Viewing the statistical data involves:
• Viewing the current status of the ACD queues, ACD groups and agents;
• Viewing the accumulated data concerning the performance of the ACD queues, ACD groups, and agents.
The supervisor can have several buttons programmed on the telephone that are used for accessing various features. The buttons are defined in system programming. A recommended programming button layout is illustrated in Figure 1.
SV/RPT
QUEUE
TIME
CFBY
CFNA
QUE 4
QUE 1
HELP
ANSWER
QUE 2
LOG
STATUS
QUE 3
RECORD
ENTER
CALL
DISPLAY
MODE
<>
HEADSET
<
<
Figure 1 ACD supervisor telephone recommended button layout
ACD Superviser User Guide 3
Table 1 lists and briefly explains the function of the programmable buttons.
Table 1 Supervisor programmable buttons
DISPLAY MODE
HELP ANSWER QUE # *
CALL RECORD
HEADSET
*For DIGITAL KEY BX: QUE 1-16; For DIGITAL 400 and DIGITAL 1000: QUE 1-24.
Toggles between supervisor mode and regular telephone display mode.
Responds to a help request from an agent. Answers a call from the queue.
Also, the LED color and flash rate of the QUE buttons indicate which threshold the queue has reached (see Table 2).
Records the current conversation in the supervisor telephone's Telrad IMAGEN mailbox (if installed).
Used for operating the headset.
Table 2 Queue button LED indications
Threshold level LED color LED flash rate
Before first threshold Green Slow Between first and second thresholds Red Slow Past second threshold Red Fast All agents logged out or forced busy Red Steady
The supervisor can program Memory buttons with the extension DN of each agent telephone, to give a BLF (Busy Lamp Field) LED indication of the agents' telephone status (see Table 3). The supervisor can then dial the agents directly, even when not in ACD supervisor Display mode, by just pressing the programmed Memory buttons.
4
ACD Superviser User Guide
Table 3 BLF (Busy Lamp Field) LED indications
Flash rate Explanation
Off Idle Red steady on Busy (not ringing) Red slow flash Ringing
Red fast flash Do Not Disturb
LOGGING IN TO ACD
The supervisor follows the same procedure as the ACD agent when logging in and out of the ACD.
To log in
1. Dial the log in code.
2. Dial your supe rvisor ID.
To log out
• Dial the log out code.
USING THE ACD SUPERVISOR POSITION AS A REGULAR TELEPHONE
In addition to serving as a supervisor position, the supervisor's telephone can also operate as a regular telephone extension.
Pressing the
[ACD DM]
button toggles betwe en the regular
and ACD supervisor Display mode. On logging in to ACD, the supervisor's telephone
automatically enters the supervisor Display mode.
To return to regular telephone Display mode
• Press
[ACD DM]
.
To enter supervisor Display Mode (from regular operation)
• Press
ACD Superviser User Guide 5
[ACD DM]
.
When the supervisor exits ACD mode, the system remembers which screen the supervisor was working in. Pressing
[ACD DM]
returns you to the screen that was
displayed when you exited the ACD mode.
SUPERVISOR SCREENS
The data viewed by th e su pe rvi so r i s di sp la yed as a series of screens on the display of the Avanti 3025 telephone set.
The remainder of this guide describes the contents and purpose of the supervisor screens. It is divided into three sections:
• The SUPERVISOR MAIN Screens;
• Viewing agent statistics and monitoring agents;
• Viewing queue statistics. Figures 2 and 3 show the architecture of the ACD screens.
In Figure 2, the supervisor is allocated just one ACD group. In Figure 3, the supervisor is allocated more than one ACD
group.
Figure 2 Supervisor screens architecture
(for supervisor with one ACD group)
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ACD Superviser User Guide
Figure 3 Supervisor screens architecture
(for supervisor with more than one ACD group)
ACD Superviser User Guide 7

SUPERVISOR MAIN SCREENS

GENERAL
From studying the data on the SUPERVISOR MAIN Screens, the supervisor receives a good general impression of the si tua tion o f the ACD queues and agents, and can then see which queues and agents require closer attention.
The first of the ACD supervisor screens is the SUPERVISOR MAIN Screen. This screen is displayed immediately after log in.
If the supervisor is allocated one ACD group, then the SUPERVISOR MAIN Screen appears as illustrated in Figure 4.
If the supervisor is allocated more than one ACD group then the SUPERVISOR MAIN Screen data spreads over two 'pages' (see Figures 5 and 6, below).
SUPERVISOR WITH ONE ALLOCATED ACD GROUP
Figure 4 shows the SUPERVISOR'S MAIN Screen which appears after the supervisor l ogs in, when the supervisor is allocated only one ACD group. This screen contains all the SUPERVISOR MAIN Screen parameters.
Note that this screen does not have
{<MORE>}
8
icons or softkeys.
ACD Superviser User Guide
, {<SCROLL>}
or
"SALES" 12 DEC 12:44
No effect
QUEUE STATISTICS Screen
SUPERVISOR MAIN SCREEN ­FIELD DESCRIPTIONS
At the top of the SUPERVISOR MAIN Screen the name of the supervised group, and the date and time are displayed. The screen fields are described in Table 4.
Table 4 SUPERVISOR MAIN Screen - field descriptions
Field Explanation
CW Number of calls waiting in the queue.
CW WTime LOS%
3 0’30" 100
Log ACD NACD NRdy FB
6 5 1 - -
<QUEUE> -------------------- <AGENTS>
Figure 4 SUPERVISOR MAIN Screen
(for one ACD group)
No effect
AGENT STATUS Screen
WTime The time the longest unanswered call has been waiting in
the queue.
LOS Level of Service.
Log Number of logged in agents.
ACD Number of agents involved with ACD calls.
NACD Number of agents involved with non-ACD calls.
NRdy Number of agents in Not Ready state, i.e. in either: Busy
wrap up, Not available, Busy or Forced Busy state.
FB Number of agents in Forced Busy state.
ACD Superviser User Guide 9
SUPERVISOR WITH TWO TO FIVE ALLOCATED ACD GROUPS
When between two and five ACD groups are allocated to the supervisor, the data in the SUPERVISOR MAIN Screen, described in the SUPERVISOR MAIN SCREEN ­FIELD DESCRIPT IONS section, above , is spread ov er two 'pages'. Figures 5 and 6 show the SUPERVISOR MAIN Screens for supervisors allocated more than one ACD group.
Note that the parameters in Figures 5 and 6 are the same as in Figure 4, above (one ACD group).
QUEUE STATISTICS Screen
Scroll
MAIN 12 DEC 12:44
SALES 2 0’20" 2 100 SERVICE 3 ORDERS 1 0’40 3 85 GENERAL - - - ­TECH1 5
LOG Wtime CW LOS
0’35" 5 70
0’30" 5 75
<Que-Ag> <MORE>
AGENT ST ATUS Screen
Figure6
QUEUE STATISTICS Screen
Scroll
10
Figure 5 SUPERVISOR MAIN Screen
(two or more ACD groups, first page)
MAIN 12 DEC 12:44
NACD ACD NRdy FB
SALES SERVICE ORDERS GENERAL TECH1
Figure 6 SUPERVISOR MAIN Screen
(two or more ACD groups, second page)
- 2 - -
- 2 1 -
- 1 1 -
- - - ­ 1 4 - -
<Que-Ag>
ACD Superviser User Guide
<MORE>
AGENT STATUS Screen
Figure5
NOTES
The
icon appears on ly w he n more than five
ACD groups are defined. The
{<MORE>}
softkey is used to toggle between the two pages of the SUPERVISO R MAIN Screen (see Figures 5 and 6).
Use the top five softkeys on the right to enter the AGENT STATUS Screens (see Figure 7, below).
Use the top five softkeys on the left to enter the QUEUE STATISTICS Screens (see Figure 10, below).
SUPERVISOR WITH SIX OR MORE ALLOCATED ACD GROUPS
If the supervisor is allocated six or more ACD groups a
icon is displayed on both pages of the MAIN Screen.
Pressing the softkey next to the
icon leads to an
additional screen covering ACD groups 6 to 10 and to further screens covering all other defined ACD groups. From the last ACD group screen, pressing the softkey next to the
icon scrolls cyclically back to the first ACD screen.
ACD Superviser User Guide 11

VIEWING AGENT STATISTICS AND MONITORING AGENTS

GENERAL
Agent data and statistics are provide d in the ACD AGENTS STAT US Scree ns and AGE NT DATA Screens, which display detailed statistical and online data concerning the performance of the agents.
The agent statistics cover the time since log in, for the current work day. Data are retained even if the agent logs out and logs in again during the course of the same day. Agent statistics return to zero at midnight.
AGENTS STATUS SCREEN
The AGENTS STATUS Screen displays, per agent, the number of ACD calls answered since log in, the rate of answering ACD calls, and the agent's state.
To access the AGENTS STATUS Screens
From the SUPERVISOR MAIN Screens (Figures 4 to 6):
• Press the softkey to the right of the desired ACD queue. The AGENTS STATUS Screen appears (see Figure 7).
MONITOR
AGENTS
Screen
Scroll
12
Monitor Data ->
<-
AGENTS ACD C/h ST
21 ALAN 40 12 RDY 22 BELLA 25 9 RDY 23 CAROL 38 22 RDY 24 DAVID - - ­25 MIKE 15 12 RDY
Figure 7 AGENTS STATUS Screen
ACD Superviser User Guide
AGENT DATA Screen
SUPERVISOR MAIN Screen
NOTES
The
softkey scrolls to the next page of the
screen. It appears when there are more than five ACD agents defined for the queue. Use the top five softkeys on the right to enter the AGENT DA TA Screens (see Figure 8, below).
Use the top five softkeys on th e le ft t o e nter the ACD MONITOR Screens (see Figure 9, below).
The fields and information provided in the AGENTS STATUS Screen are described in Table 5.
Table 5 AGENTS STATUS Screen - field descriptions
Field Explanation
Agent ID code Agent identification code (up to four digits).
Agent Name Agent name (up to seven characters).
ACD Number of calls processed by the agent since log in,
during the current working day.
C/h Rate of processing ACD calls (ACD calls per hour).
ST Current
agent state. See Table 6.
Table 6 Agent states (AGENT STATUS Screen)
Code Explanation
- Logged out.
RDY Agent is available to receive ACD calls.
RNG ACD call is ringing the agent's telephone.
ACD Agent is conducting an ACD call.
NCD Agent is busy with a Non-ACD call.
NAV Agent is not available.
WRP Agent is in Busy Wrap Up state.
BSY Agent is busy, but not in a conversation (e.g. dialing).
FB Agent is in Forced Busy state.
ACD Superviser User Guide 13
To receive further data concerning individual agents, access the AGENT DATA Screen.
AGENT DATA SCREEN
The AGENT DATA Screen provides accumulated data concerning the performance of individual agents since log in, for the current day's work (i.e. since midnight). It also has a softkey which changes between
{<MON>}
monitor individual agents, depending on the agent's state.
To access the AGENT DATA Scr een
From the AGENTS STATUS Screen (Figure 7, above):
• Press the softkey to the right of the agent. The AGENT DATA Screen is displayed in Figure 8:
No effect
(i.e. monitor), enabling the supervisor to call or
LOIS ID=236 <22>
State: READY LI: 8:00’ ACD calls 35 Av: 4’12" NON ACD 7 Av: 3’30"
LOG’D: 6:32’ FB: 2 WRP 0:21’ (5%)
NAV 0:30’ (8%) <CALL> RDY 1:15’ (19%)
Figure 8 AGENT DATA Screen
{<CALL>}
<PREV>
and
No effect
See Note
AGENT STATUS Screen
NOTE
This softkey appears either as when the agent station is idle or as (monitor) when the agent is on an ACD call.
The fields and information provided in the AGENT DATA screen are described in Table 7.
14
{<CALL>}
{<MON>}
ACD Superviser User Guide
Table 7 AGENT DATA Screen - field descriptions
Field Explanation
Agent name Agent name (up to seven characters).
Agent ID Agent Identification code (up to four digits).
Agent station DN Agent station DN (up to four digits).
State Agent state. See T ab le 8.
LI Time that the agent first logged in today.
ACD Calls Number of calls handled by the agent today.
Av Average duration of ACD calls today.
NON ACD Number of Non -ACD ca ll s h andled since log in today.
Av Average duration of non-ACD calls today.
LOGD Total time period that the agent has been logged in
today.
FB Number of times that the agent has been in Forced
Busy state.
WRP (%) Total time and the percentage of the logged in time
that the agent has been in Wrap up state.
NAV (%) Total time and the percentage of the logged in time
that the agent has been in Not Available state.
RDY (%) Total time and the percentage of the logged in time
that the agent has been in Ready state.
Table 8 Agent states (AGENT DATA Screen)
Code Explanation
LOGOUT Agent is not logged in.
BUSY Agent is not ready to receive calls.
READY Agent is idle and ready to receive ACD call s.
NACD-IN Agent is talking on an incoming non-ACD call.
NACD-OUT Agent is talking on an outgoing non-ACD call.
ACD RING An ACD call is ringing the agent's telephone. ACD CALL Agent is involv ed with an ACD call.
WRAP UP Agent is in Busy Wrap Up state.
N.AVAILB Agent is in Not Available state.
FRC BUSY Agent is in Forced busy state.
ACD Superviser User Guide 15
SUPERVISING AGENTS
After viewing t he agent data or st atus, you may wis h to follow up more closely on a particular agent. You have the following options:
• MONITOR the call (i.e. listen to the call).
• ADVISE the agent (i.e. talk to the agent without being
heard by the outside caller);
• Set up a CONFERENCE call between you, the agent
and the outside caller.
NOTE
Only ACD calls can be monitored.
MONITORING AGENTS FROM THE AGENTS STATUS SCREEN
To monitor the agent
• Press the softkey to the left of the desired agent.
You are now listening to the agent's call;
The ACD MONITOR Screen is displayed (see Figure 9) .
Depending on system programming, you and the agent, and possibly also the outside caller may hear a tone indicating that the call is being monitored. Alternatively, no tone is heard by any party.
No effect
See Note
16
Agent: MIKE ID: 21
Group: SALES
Plan: FIRST <MONITOR> <ADVISE> <CONFERENCE>
Figure 9 ACD MONITOR Screen
ACD MONITOR
ACD Superviser User Guide
No effect
<EXIT>
NOTE
At any particular time, only tw o of these thr ee softkeys appear. In place of the third softkey
--- > appears.
<
The ACD MONITOR Screen displays the agent's name, ID, group, and ACD routing plan.
From this screen, you can decide to advise the agent or set up a conference call with the agent and the outside caller.
To speak to the agent
• Press You are now connected in a two-way call with the
agent;
{<ADVISE>}
.
ADVISE
MONITOR
outside caller, but the outside caller cannot hear anything you say to the agent;
At the beginning and end of the ADVISE process a
tone is heard at the agent's telephone, in dicating that the supervisor is now in ADVISE mode.
To set up a conference with the agent and the caller
• Press You are now connected in a three-way call with the
agent and the outside caller;
CONFERENCE
place of The supervisor, agent, and outside caller all hear a
tone indicating that a conference call has been established.
appears in your tele ph one displ a y (in pl ace of
). Both you and the agent can hear the
{<CONFERENCE>}.
appears in your telephone display (in
MONITOR
);
ACD Superviser User Guide 17
Moving between monitor, advise and conference
You can swap between MONITOR, ADVISE, and CONFERENCE state by pressing the appropriate softkey. The currently active state a ppears in the te lephone disp lay, and the other two options appear as softkeys. The display softkeys change dynamically to show the currently available options.
MONITORING AGENTS FROM THE AGENT DATA SCREEN
You can also call or monitor an agent from the AGENT DAT A Scree n (see Figu re 8, ab ove) usi ng a softke y whose function changes between
{<CALL>}
, depending on the agent's state. See the
{<MON>}
(i.e. monitor) and
AGENT DATA SCREEN section, above.
RESPONDING TO A HELP REQUEST
When an agent requests help from the supervisor by pressing the
[HELP REQUEST ]
[HELP ANSWER]
button lights.
button, the supervisor's
To answer the agent's call
• Press The supervisor se es the ACD MONITOR Screen (s ee
[HELP ANSWER].
Figure 9, above).
To talk t o the agent privatel y
• Press
{<ADVISE>}.
To talk to the agent and the outside party
• Press
18
{<CONFERENCE>}
.
ACD Superviser User Guide

VIEWING QUEUE STATISTICS

GENERAL
An initial picture of the state of the queu e is received from the SUPERVIS OR MAIN Screens (see Figu res 4, 5 , and 6 , above), described in the SUPERVISOR MAIN SCREENS section, above. For more detailed information concerning queue statistics, access the QUEUE STATISTICS Screen.
QUEUE STATISTICS SCREEN
The QUEUE STATISTICS Screen displays data accumulated over the statistics time, concerning the call flow into, and out of the selected queue.
To access the QUEUE STATISTICS Screen
From the SUPERVISOR MAIN Screen (see Figures 4, 5, and 6, above) :
• Press the softkey to the left of the ACD group whose queue you wish to analyze. The QUEUE ST ATISTICS Screen appears (see Figure
10).
ACD Queue: SALES GP1
No effect
ACD Superviser User Guide 19
LAST 15 MIN STATISTICS
Routed: 5 Ovf - In: 2 Answrd: 4 aWT = ­Aband.: 1 aAT = ­OvfOut: 2 Interflowed: 1
Figure 10 QUEUE STATISTICS Screen
<CLEAR>
<PREV>
No effect
SUPERVISOR MAIN Screen
NOTE
The second row of the display shows the time upon which statistics are based (default = 15 minutes). This time is programmed in the DIGITAL system configuration program and may range from three to 30 minutes.
The QUEUES STATISTICS Screen fields are listed and explained in Table 9.
Table 9 QUEUE STATISTICS Screen - field descriptions
Field Explanation
ACD Queue ACD group name.
GP ACD group number.
Routed Number of routed ca lls (i.e. calls direc tly ro uted t o the
queue, not including calls overflowed to the queue).
Ovf-In Number of calls overflowed into the ACD queue.
Answrd Number of answered calls (both routed and
overflowed).
aWT Average time calls waited before being answered.
Aband Number of routed calls that were abandoned (i.e. the
caller hung up before being answered).
aAT Average time callers waited before hanging up.
OvfOut Number of routed calls that overflowed to other ACD
queues.
Interflowed Number of calls routed th at interflow ed to an Interflow
destination.
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ACD Superviser User Guide
RESETTING THE QUEUE DATA
At any time you can return the accumulated statistics for the queue to zero and start a new statistics time period, by pressing the
{<CLEAR>}
softkey. This will clear the queue
statistics for all supervisors allocated to the queue.
DETECTING AND COPING WITH EXTREMES IN CALL TRAFFIC
The supervisor can detect extremes in call traffic using several indicators such as:
• Low Level of Service;
• Large number of abandoned calls;
• Large number of calls in queue;
• High average wait times;
• Large number of overflow calls;
• Large number of interflow calls.
To cope with heavy call traffic the supervisor can:
• Add to the number of agents servicing the overloaded queue by instructing other agents to log out of less busy queues and to log in as agents of the overloaded queue;
• Pick up calls from the overloaded ACD queue with the
[QUE]
button;
• Log out as supervisor and log in again as an agent of the overloaded queue.
Additional methods of dealing with call traffic loads are available. These require the intervention of the system administrator who can adapt the system configuration in many ways such as:
• Reprogrammi ng the overflow of c alls to and from queues;
• Directing calls to other queues.
ACD Superviser User Guide 21
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