Administration HiPath 3000/5000 V7 IP systems

3000sb8.fm
Applications For internal use only
HiPath ProCenter Agile V6.0
Limits and notifications can be configured without difficulty to visually or acoustically inform the
manager when set operating parameters are exceeded.
For historical reporting, views can be created quickly and easily by selecting data elements and
report parameters with simple point-and-click operations.
Reports can be planned and, depending on requirements, displayed, printed or exported, for
example, in Excel, HTML or PDF formats.
Detailed and comprehensible activity logs are even available to examine the step-by-step
progress of a random customer call or to trace the details of the work of a particular agent over
an entire day.
The Report Center offers an unbelievable amount of information about how your contact center
works. The wide range of functions available in this flexible and adaptable tools makes it easier
to monitor operations and reach decisions. In addition, the Report Center helps agents to proactively
detect patterns so that they can respond to a situation before it becomes a problem.
For agents
The Agent Desktop offers tools and information for improved call processing and significantly
boosts the quality of customer service. The features include:
● Intuitive, flexible interface that supports simple alignment to random formats and styles.
● Practical screen elements and toolbars based on the "Disconnect and park" principle.
● Real-time streaming for statistics and personal performance data.
● Visual indication of waiting contacts.
● Wide-ranging control elements and tools for call management, including speed dialing, directory,
and contact log.
● Automatic pop-up window with customer and call data that is synchronized when an appropriate
call is received on the desktop.
● Interface to CRM systems (own and third-party vendors) to automate customer data retrieval
on the agent screen.
● Availability status and wrap-up reasons with report option.
● Compact mode that reduces the screen output to an icon on the taskbar.
● Agents can also access the "Teamlist" feature to ensure that all issues raised by a customer
contacts are dealt with in full during the first call. This feature displays the presence and
availability of co-workers, superiors or experts outside the contact center in real time - with
a simple mouse click.
P31003-H3570-Y100-4-7618, 2007-10-31
9-6 HiPath 3000/5000 V7, System Description