ACD Training on Cisco Telephones Automatic Call Distribution.

ACD Training on Cisco Telephones

Automatic Call Distribution

Important Differences Then and Now

for 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

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.

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

Both supervisors and agents must first log into ACD Agent by double-clicking on ACD Agent icon

Enter your network password – your network ID and extension will auto fill

Agent’s screen – after login

Agent screen – not ready

Supervisor’s only - Double-click on Supervisor Icon

Enter your network password – userid autofills

Supervisor Screen

• displays

Supervisors logged in

Agents logged in

Current status of each agent

• ready

• not ready

• on a call

Supervisor reports – Agent statistics

Supervisor reports – Agent Call Log

Supervisor – Team ReportsTeam Agent Statistics Report

Supervisor – Team ReportsTeam Skill Statistics Report

Summary and Detailed Reports 27 Different Reports Available

1. Abandoned Call Detail Activity Report2. Agent State Detail Report3. Agent Summary Report4. Contact Service Queue Activity Report5. Detailed Call by Call Report6. Traffic Analysis Report

Can be run daily, weekly, monthly, etc.

Any questions?

Contact Telecommunications

Ext. 2076