ACD Training on Cisco Telephones

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ACD Training on Cisco Telephones

• Automatic Call Distribution

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Important Differences Then and Nowfor Agents

• Then
• Made yourself available for calls by pressing the
  available/unavailable button on Rolm phone
• Now
• Must logon to ACD Agent software available on
  desktop of your pc

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Important Differences Then and Nowfor
Supervisors

• Then
• Pressed the Supervisor button to see call queue
• Unaware of who was available/unavailable
• Now
• Login to ACD Agent and Supervisor software
  available on desktop of your pc
• See status of all agents
• See calls answered, in queue, abandoned, etc.

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• If you are an ACD agent and/or supervisor,
  software will be loaded onto your pc.

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Both supervisors and agents must first log into
ACD Agent by double-clicking on ACD Agent icon
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Enter your network password your network ID and
extension will auto fill
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Agents screen after login
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Agent screen not ready
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Supervisors only - Double-click on Supervisor
Icon
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Enter your network password userid autofills
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Supervisor Screen

• displays
• Supervisors logged in
• Agents logged in
• Current status of each agent
• ready
• not ready
• on a call

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Supervisor reports Agent statistics
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Supervisor reports Agent Call Log
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Supervisor Team ReportsTeam Agent Statistics
Report
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Supervisor Team ReportsTeam Skill Statistics
Report
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Summary and Detailed Reports 27 Different
Reports Available

• Abandoned Call Detail Activity Report
• Agent State Detail Report
• Agent Summary Report
• Contact Service Queue Activity Report
• Detailed Call by Call Report
• Traffic Analysis Report
• Can be run daily, weekly, monthly, etc.

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Any questions?

• Contact Telecommunications
• Ext. 2076