Panasonic DBS 576 Section 300, Справочное руководство

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OV-6 DBS 576/HD issued September 2001 576/HD-50-525
Overview Section 525 - ACD/MIS Reference
An effective ACD system can also provide Increased Revenue
opportunities for an organization. By handling more calls at a time than
number of Agents, potential customers can wait in Queue for an Agent to
become available to assist the customer and/or take an order. This process
greatly decreases and minimizes potential customers from abandoning calls.
Finally, the ACD system provides a call center with effective Management
Tools to ensure that calls are being handled effectively, and that your getting
the highest level of productivity from your Agents. In addition, the ACD
provides Management with:
• Real time visualization of Call Center Status
• Short & Long term reports for statistical data analysis
• Immediate response to long delays
Additional Benefits of Panasonic's ACD
One Vendor Solution - The advantages to utilizing this single vendor
solution are many. Most importantly, the support for the system can be
obtained through one phone call, as well as maintenance and ongoing
changes for your call center.
Easy Installation - This ACD solution is an integrated solution in the form
of a circuit board that is placed within the cabinet. All of the power
resources and processing comes from the main cabinet and central
processor. In addition, by utilizing our battery back-up capabilities, you are
assured of system performance in the event of a power loss.
Simple Operation Agents - Agents can use virtually any of our telephone
models programmed to provide simple key depressions to Log-in, Wrap, and
make themselves unavailable. The training required for new agents is
extremely efficient, and takes no time to get new users up and running.
Major ACD Functions
Advanced Hunting (Standard ACD Package)
The software can be programmed to distribute calls to agents in two
different manners, depending on which one is right for you. The system can
find the agent who has been "least busy first" or "idle for the longest period
of time" depending on your preference.
• Least Busy First Distribution - The software analyzes the percentage of