Introduction
General
CCC Report Manager
Page 3
User Manual
40DHB0002USBD Issue 1 (06/06/2001)
Introduction
General
Compact Contact Center (CCC) provides the user with the necessary tools
to facilitate the management of call traffic. They are designed to provide a
tightly integrated real time and historic reporting package and wallboard
support for the eBusiness digital communications platform. The product
consists of a set of fully integrated modules sharing a common database
utilising Interactive Directory and Database (IDD) technology.
The suite of modules consists of the following applications:
•
Call Center View (CCV)
:
Provides a management package for telephone based staff and
supports any size Customer Facing Department (CFD) or call center.
To effectively control customer service levels, real time human
resource management is essential and the Call Center View has been
specially designed to manage the CFD’s or call center’s most valuable
and expensive asset – its people.
•
Call Center View Alarm Reporter
:
Provides information (for each Call Center View Profile) about alarms
that have occurred within the Contact Center. The detailed alarm
information for each directory number is presented in report format,
which can then be printed.
•
Wallboard Manager
:
Real time information from the call center is essential to react to
constantly changing telephone traffic levels and provide excellent
customer service. Wallboards allow managers and staff to monitor the
service being provided and respond immediately. Wallboards provide
current information on the number of calls waiting, response times and
service levels.
•
PC Wallboards
The PC Wallboard delivers traditional wall mounted wallboard
functionality to the desktop but with the additional benefit of each PC
Wallboard agent being able to configure and monitor a personalised
view of the contact center. The PC Wallboard also enables agents to
increase their productivity and maintain revenue levels with the added
benefit of managing customer callback requests.
•
Report Manager
:
Provides in depth historical reporting on CFD or call center activity. In
addition to call information, the Report Manager also reports agent
activity. This powerful package allows individual call records to be
stored and reported upon months later.
•
Report Designer
:
The Report Designer is a software tool used for querying and
reporting. It enables the user to create reports that contain data from
their call center database and schedule reports to be updated and
printed.
•
CCC User Access
.
This allows the user to have security and store their personal view of
the call center activity.
