FeatureNet ACD MIS - QPC

FeatureNet ACD MISFeatureNet ACD MIS gives you thetools to quickly analyse call centreperformance from one Real-Timedisplay screen.Call & queue dataIncoming call activityF2 – Show agent detailF8 – Expanded agent detailReal-Time displayReal-Time displayUnlike most systems which presentdata in tabular form, FeatureNetACD MIS uses colour graphics.A manager can instantly recognisethat calls are stacking up. On thesame screen, the manager canquickly identify which agents canbecome available to answer calls.Colour displays allow managersto react quickly to waiting callersbefore they abandon.Screen configurationEach user can reconfigure theinformation shown on theReal-Time Display. Variablesinclude the height of Upper andLower Windows, as well as theorder and appearance of data fieldsin the Upper and Lower Databoxes.Main menuA series of drop-down menusprovides instant access to menufunctions from the Real-TimeDisplay. All administrative andreporting tasks are accomplishedvia the menus. A Menu Bar acrossthe top of the Real-Time Displaysimplifies access to the Main Menu,screen configuration functions andsystem information.Example of Real-Time display withinthe GUI remote terminal software.User defined alarmsFeatureNet ACD MIS can displayalarms whenever predetermineduser performance levels are notmet. For example, acceptableservice quality parameters canbe set at 90% of all calls answeredin 15 seconds or less.If this parameter is exceeded,the system responds with a visualalarm (colour change). Problemsthat might otherwise be overlookedare thus highlighted for‘corner of the eye’ identification.Monitor groupsA group of agents from variousACD Groups may be created formonitoring by a supervisor otherthan the one associated with theagent’s original ACD Group.This feature supports trainingof new agents. Monitor Groupsappear on the Real-Time Displayand become a sort parameter forhistorical reports. Separate alarmscan be set for Monitor Groups.4