Administration HiPath 3000/5000 V7 IP systems

3000sb8.fm
For internal use only Applications
HiPath ProCenter Agile Standard V6.5
Presence and cooperation tools
Agents can use the Teamlist and Teambar functions to further improve the initial contact resolution
rate and response time. They are used to display the real-time presence and availability
statuses of co-workers, managers or even experts outside the contact center. Detailed presence
information is displayed for all media so that the agents can easily find the most suitable
partner for cooperation in voice and e-mail contacts.
Available users can be included in the call processing operation with the forwarding, consultation
hold or conference function by simply clicking the relevant parties.
E-mail processing
The Agent Desktop offers tools to effectively process inbound and agent-initiated e-mail interaction.
Incoming e-mail contacts are displayed in a pop-up window.
Functions are available for internal and external forwarding and consultation hold to improve
the response time and speed up contact resolution.
Agents can proactively address customers by initiating new e-mails. Agent-initiated e-mails and
the associated replies can be tracked and displayed in reports to assess the success of e-mail
campaigns or the reactivation of customer relationships.
Information sent via e-mail to a caller is monitored and recorded in reports. This improves the
quality of customer service and reduces the need for follow-up activities by the agents.
Various different search criteria can be used in the e-mail history program to trace the progress
of interaction and to search existing e-mail threads. Agents and managers can then create a
sequence of interactions that help to achieve an appropriate solution.
P31003-H3570-Y100-4-7618, 2007-10-31
HiPath 3000/5000 V7, System Description 9-11