Vodavi Discovery Acd User Guide
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Increase Sales Increase Agent ProductivityReduce Abandoned Calls Reduce Time in QueueReduce Operating Expenses Increase Service User Guide for MIS Reporting Package TheEnd-to-EndSolution for theOne-on-OneBusiness.
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User Guide 92$9, 7(&+12/2*
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LVFRYHU\ $& (QG 8VHU *XLGH L Contents Introduction .........................................................................1 Real Time Screens ...............................................................1 Color Codes of Displays ..................................................2 Real Time Window ..........................................................2 Creating a composite real time screen .............................3 Graph Windows...
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LL LVFRYHU\ $& (QG8VHU *XLGH ,VVXH -XQH Customizing Report Templates ........................................45 Event Reports ...................................................................46 Traffic and Traffic Profile Reports ..................................47 Traffic Reports ............................................................47 Agent Traffic Report ...................................................49 Traffic Profile Reports...
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)LJXUHV LLL ,VVXH -XQH LVFRYHU\ $& (QG8VHU *XLGH Figures Composite Real-time Screen Template Drop Down Menu ..3 Composite Real Time Screen ...............................................4 Real Time Call Statistics Dialogue Box ...............................5 Agent Statistics Window ......................................................6 Properties for the Agent Statistics Window ..........................6 Alarms Configuration Dialog Box ........................................9 Alarms...
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LY7DEOHV LVFRYHU\ $& (QG8VHU *XLGH ,VVXH -XQH Ta b l e s Devices ..................................................................................12 Filter Elements Supported ....................................................14 Available Reports .................................................................17 Event Reports ........................................................................20 Agent Traffic Reports ...........................................................23...
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LVFRYHU\ $& 8VHU *XLGH Introduction Your call center is important to your organization. After all, it’s where you and your customers meet, where every call is a revenue- generating opportunity. This means that there is a direct relationship between your call center’s performance and business success. Discovery ACD can play a significant role in that relationship, because with Discovery ACD you can measure customer satisfaction, as well as employee productivity. Discovery ACD provides real time,...
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5HDO 7LPH 6FUHHQV&RORU &RGHV RI LVSOD\V LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Color Codes of Displays Discovery ACD simplifies visuals using color coding to highlight the current state of a device. The colors are as follows: †Green - device is free (i.e., agent available, line free) †Blue - device is busy (i.e., agent on a call, in wrap-up, unavailable) †Yellow - device is ringing †Red - device alarmed (i.e., waiting time threshold exceeded) †Grey - device logged off Real Time Window Discovery...
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5HDO 7LPH 6FUHHQV &UHDWLQJ D FRPSRVLWH UHDO WLPH VFUHHQ ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Creating a composite real time screen With Discovery ACD, you can create your own real time composite screens. The easiest way to do this, is to start with one of the default templates within the system (refer to Figure 1), copy it and change the copy by adding new windows to match your requirements. 1. Start by selecting the template you wish to copy from the drop- down list box on the toolbar, as...