Avaya Compact Contact Center V5, Руководство системного администратора

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System Administrator
System Administrator Page 5
Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005)
Introduction
General
Compact Contact Center (CCC) modules provide the user with the necessary tools to facilitate the
management of call traffic. These tools 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 contact 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 contact center’s most valuable and expensive asset – it's
people.
• Call Center View Alarm Reporter:
Provides information (for each Contact Center Profile) about alarms that have occurred within the
Compact 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. Wallboard
Manager provides the ability to drive physical wallboards and PC wallboards.
•
PC Wallboard:
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.
• Reporter:
This module provides in depth historical reporting on contact center activity. In addition to call
centre information, the Reporter also provides reports individual agent activity. This powerful
package allows individual call records to be stored and reported upon months later.
• CCC User Access:
CCC User Access allows storage of personal Call Center View and Wallboard settings. It also
establishes user rights and password protection for Call Center View, Wallboard and Alarm
Reporter software.
•
Workforce Management – Blue Pumpkin:
Workforce Management Interface allows integrated rostering, forecasting and scheduling
systems to connect across the LAN to a comma separated variable (CSV) file containing a list of
Contact Center related metrics.
• MultiMedia Module:
The MultiMedia Module (MMM), is a customer contact software solution that enables companies
and departments to manage multimedia contacts into and out of the organization. MMM provides
applications that manage Telephony, Web Chat, E-mail and Web Call Back communications.
For installation and administration of the MultiMedia Module, refer to the separate set of manuals for
MultiMedia