Customer Interaction Center ACD Feature List

CIC serves as a flexible automatic communication distributor capable of handling any number of queues and routing strategies. Phone calls, web chats, e-mails, callbacks, generic objects and other events can be queued and distributed to agents and work groups.

Queues

  • Many different queue types are supported, including:
    • User Queues
    • Station Queues
    • Workgroup Queues
    • ACD Queues
    • Line Queues
    • System Queue
  • Selected workgroup queue statistics can be viewed on the Interaction Client
  • Interaction details can be viewed on the Queues page of Interaction Supervisor
  • User access can be controlled on the various pages of Interaction Client
  • Interaction Attendant allows quick ACD routing configuration of calls and e-mail. For more detail please see the Interaction Attendant section of this document.
  • Support for per queue logins to auto loginagents by default.
  • Ability for agents to take/make non-ACD calls and still be available for ACD.
  • Support for SRTP from edge-to-endpoint for inbound ACD interactions (New in IC 3.0)

Multi-Media Queuing

  • The following media types can be queued and distributed:
    • Phone Calls
    • Web Chats
    • E-mails
    • Callbacks
    • SMS (as e-mail object)
    • Other events registered using the Generic Object Tools
  • A combined status view shows all simultaneous interactions
  • All interactions use all the ACD features including:
    • Display of estimated hold time and place in queue
    • Option to display other messages while waiting
    • Agent and remote party chat windows
    • Configurable setting to automatically save e-mails sent by agents to customers

Utilization

  • utilizationAgents may process more than one interaction simultaneously; for instance they may be allowed to be active with two web chats. Utilization settings include media type (call, e-mail, web chat, callback, and generic object), and percentage utilized, which allows administrators to stipulate how many simultaneous interactions can be handled.
  • Mixed interaction types may be handled by the same agent simultaneously, depending on skills. For instance, the agent may handle a web chat and an e-mail.

Skills-based Routing

  • A master list of skills is maintained
  • The following workgroup-based skill attributes are supported:
    • Minimum and Maximum Proficiency
    • Minimum and Maximum Desire to Use
    • Relative Weighting
  • The following user-based skill attributes are supported:
    • Workgroup Skills Inheritance
    • Override Inheritance
    • Minimum and Maximum Proficiency
    • Minimum and Maximum Desire to Use
    • Cost
    • Customizable Attributes
  • Skills can also be interaction-based:
    • Established per Interaction
    • Priority
    • Required Skills / Skills Weighting
    • Desire to use levels and weighting

Agent Queue Activation

  • Control interaction distribution based on an agent’s queue activation settings. Agents, supervisors, and overflow team members may be “Active” for selected queues they are members of rather than for all, allowing more flexible scheduling of taking ACD interactions.
  • Allow the agent and/or supervisor to control queue activation by permissions. Eliminates need to constantly change agent membership in queues to smooth out handling of interactions.
  • More accurate reporting of statistics. Inactive agents do not affect the queue statistics.
  • Queue activation audit trail and related reports.

ACD Agent Category

  • Categories allow you to create subsets within workgroups. If an interaction is assigned to a category only agents with this category assigned will be able to handle this interaction.
  • Unlimited amount of categories can be used in the system
  • Category assignment is controlled in handlers.

Filtered Presence

  • Use presence “statuses” to track agent availability and report on time spent handling ACD interactions, and non-ACD projects. Filtered statuses give greater flexibility to managers to receive detailed reports by project or time spent on behalf of an end customer. Statuses may be filtered by user, workgroup, or role.

Define audio sources

  • Used for on-hold audio
  • .wav files
  • External audio (Boarded telephony option only)

Supervisor Features

  • Real-time supervisor pages are included with Interaction Client or in Interaction Supervisor application – See complete overview of Interaction Supervisor for more details on that supervisory interface.
  • Provides supervisors with a real-time view into queue and agent activity.
  • May log in at facility or remotely (Remote log-in to Interaction Supervisor new in IC 3.0).
  • Allows supervisors to monitor important statistics such as:
    • Calls waiting
    • Calls connected
    • Longest call waiting
    • Longest call connected
    • Agents logged in
    • Agents available (a last period & shift)
    • Average talk time (current period, last period & shift)
    • Number of calls (current period, last period & shift)
    • Abandon rates (current period, last period & shift)
    • Service level (current period, last period & shift)
  • Supervisor Alert – supervisors may set thresholds on the above statistics to be alerted that the call center conditions have changed and choose to intervene.
  • Supervisor Monitoring Capabilities:
    • Listen – supervisors may select an active call, web chat or e-mail and “listen in”.
    • Record – supervisors may select an active call, web chat or e-mail and choose to record that interaction.
    • Workgroup alert – supervisors may monitor a queue whereby they are alerted of every new interaction in the queue, which agents are assigned to the interaction and then choose to listen or record the interaction.
    • Supervisor Transfer – supervisors may select an interaction in queue and “drag and drop” the call onto an available agent in any workgroup to have the interaction answered.
    • Supervisor Join – Supervisors can select an active call and “join”, creating a conference call where the agent and customer can both hear them.
    • Whisper Coaching – Supervisors can select an active call and choose to coach the agent without the customer hearing.
    • Supervisor “Grab” – Supervisors may take the interaction away from an agent if necessary, and handle it themselves, or as above, transfer it to another agent.
  • Alert Manager – view all alerts on one Window.
  • Messaging using Interaction Supervisor – allows the supervisor to send messages to the .NET client version.
    • Send alerts as a ticker tape banner.
    • Send alerts as a pop up alert message.
    • Send alerts to individuals, a single workgroup, or multiple workgroups.
    • Send messages immediately, based on a schedule, or based on a condition being met on a particular contact center statistic.
  • Call Activity View – supervisors can look at usage of lines and stations. It assists in determining the specific call that agents are connected to.
  • Allows managers to view Supervisor listen sessions as well as the name of the supervisor who is monitoring a call.

Agent Features

  • Calls can be auto-connected to agents.
  • A different ring type can be set for each workgroup that an agent participates in.
  • Call detail information (including call duration) is available for active calls.
  • Agents can enter information in a special Call Notes field tied to call records.
  • Various wrap-up options can be configured:
    • Time (seconds)
    • Status during Wrap-up
    • Screen pops (action is defined in Interaction Administrator)
    • Wrap-up codes
      • Specify valid wrap-up codes for each workgroup interaction
      • Wrap-up codes can be entered via the Interaction Client or via telephone keypad
      • Set a default wrap-up code to use if none is specified at the end of an interaction
  • Agent Greeting (or “smile”) may now be recorded at the Interaction Client desktop by users.
  • Play agent greeting plays to both agent and caller.
  • “Whisper” functions make it possible to provide advanced call center functionality with a handler modification.
  • Phone-only ACD is a supported option.
  • Assistance button in the .NET Client edition allows agent to request assistance from Supervisors defined for that workgroup. Supervisors respond back to request via Interaction Supervisor interface and may immediately begin assisting agents by coaching, joining, or taking over the call.Assistance Response
  • Agent Time in Status view in the .NET Client edition
  • Agent Statistical View on the .NET client edition
    • View their own individual performance statistics for the shift or current period.
    • View current statistics of the workgroups they are a member of such as number of agents logged in, number of calls waiting, age of oldest call waiting and more.
  • Allow agent to place an outbound call on behalf of an activated workgroup.
  • Queued Callbacks can automatically play a message left by the caller when the callback is routed to the agent.

Automatic logging of ACD statistics for seamless Workforce Management

  • Turn on statistical logging for Interaction Optimizer, a Workforce Management add-on.

Note: See your sales person for assistance with custom screen pop configuration and estimated timeframes.

Note: See the Interaction Client .NET Edition Feature Overview for detailed treatment of its functionality. See the Interaction Client Web Edition Features document for more detail on its feature set. The ACD Processing white paper details CIC’s broad ACD capabilities.

Note: While ACD routing templates are provided, some may prefer to use CIC’s flexibility and customizability to provide advanced applications to their customers. Many routing schemes are possible.

Please see your reseller regarding possible custom routing rules available and timeframes and cost estimates for implementation.

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