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Call Centre Management
- 2. Operations ImplementMonitor & Evaluate GOAL Plan CALL CENTER MANAGEMENT End Usage Planning Administration
- 3. • Call Centre Manager • Call Centre Assistant •Customer Relationship Management • Call Centre Manager • Work Force Management • Extension Manager • Directory Manager End Usage Planning Operations Administration Current Offering CALL CENTER MANAGEMENT
- 4. CALL CENTRE MANAGER Management information system for call center supervisors and managers to measure, control and optimize the performance of a call center
- 5. ACD Group Call Flow By Day ACD Group:Sales 04/01/94 - 04/07/94 08:00 AM - 05:00 PM Offered Abandoned Date Overflow ed In Direct In Overflowed Out In Queue In Ring Answered (num) (num) (num) (num) (num) (num) 04/01/94 04/02/94 04/03/94 04/04/94 04/05/94 04/06/94 04/07/94 13 10 12 3 5 7 3 79 65 78 69 81 59 75 6 9 7 10 8 6 7 16 15 13 10 8 9 7 13 6 9 3 10 11 8 57 45 61 49 60 40 56 Total: 53 506 53 78 60 368 Report Production External Display Messaging CALL CENTRE MANAGER Real Time Presentation
- 6. CALL CENTRE MANAGER Windows NT based client/server application Ease-of-use and Windows GUI Real-time monitoring 128 ACD groups presented on one screen Object based security Report scheduler Data stored in standard SQL database
- 8. ACD Group Inbound Calls By Trunk Line ACD Group: Selected Names User: CCMADM 04/01/94 - 04/07/94 08:00 AM - 12:00 PM 00/14/yy, hh:31 PM Number of Calls Caller Type Traffic Intensity Offered Answered Lost (num) (num) (num) 10 20 01 0,33 16 12 4 10 20 02 0,99 13 11 2 10 20 03 0,23 14 8 6 43 31 12 10 21 01 0,45 4 4 0 10 21 02 0,35 7 5 2 10 21 03 0,32 14 11 3 25 20 5 10 22 01 0,23 4 4 0 10 22 02 0,43 7 5 2 10 22 03 0,32 9 9 0 20 18 2 Internal N/A 5 5 0 Operator N/A 3 3 0 Total 3,65 96 77 19 Average 0,41 19 15 4 Agent/Agent Group Availability By Agent Agent: Selected Names User: CCMADM 04/01/94 - 04/01/94 08:00 AM - 05:00 PM 00/14/yy, hh:31 PM Activity Agent Name Agent Position Logged In Duration Available Duration Time Description (hhh:mm) (hhh:mm) (hh:mm) Anders 50000 07.55 03.40 07.55 Logon 08.00 Available 09.00 Forced Unavailable 09.10 Available 11.50 Logoff 13.00 Logon 16.55 Logoff Heidi 50001 04.05 00.00 07.55 Logon 12.00 Logoff 50011 04.00 00.00 13.00 Logon 17.00 Logoff Total - 16.00 03.40 - - Average - 05.20 01.13 - - CALL CENTRE MANAGER REPORT GENERATION
- 9. FLEXIBLE REPORTS ACD Group Agent Group Agent ANCD Group Dialed Number Call Qualification Code …all with several options!
- 10. CCM data in SQL server CSV files HTML files Printer port ODBC Interface Web Browser ACD CALL CENTRE MANAGER REPORT DISTRIBUTION Send e-mail Third party developed applications
- 11. CCM Information Manager Client Service department Sales department INDIVIDUAL ADDRESSING OF WALL DISPLAYS
- 12. TCP/IP INDIVIDUAL ADDRESSING OF WALL DISPLAYS, MULTI-SITE CT port TCP/IP CT port TCP/IP MD110 BC10 NIU NT LAN CCM Server TCP/IP Node 1 Node 2 CCM Information Manager Client CCM Information Manager Client Site2 Site1 NIU
- 13. FEATURE BASED LICENSING Configuration Manager • Configuration of the call center Information Manager • Real time information • Wall display administration • Historical reporting Agents • Number of agents monitored
- 14. CT port TCP/IP MD110 BC10 CCM Client Wall Display Unit NT LAN Ethernet CCM Server TCP/IP LIM 1 CT port TCP/IP LIM 2 Load sharing and redundancy (Cold stand-by) NIU COMMUNICATION OVER LAN NIU
- 15. CT port TCP/IP CT port TCP/IP MD110 BC10 NIU CCM Client Wall Display Unit NT LAN Ethernet CCM Server TCP/IP Node 1 Node 2 NIU COMMUNICATION OVER LAN Complete networked solution for the Call Center
- 17. EXTENSION MANAGER Configuration management tool to configure the MD110 ACD functions through a graphical user interface
- 18. EXTENSION MANAGER THREE LEVELS OF USER PRIVILEGES Telecom Manager ACD Supervisor • View update extension • Setup ACD groups, membership, etc • Authorisation Codes, Individual Diversions, Common abbreviated numbers etc. • RVA Message Descriptions ANCD Supervisor • Setup ANCD Member • Setup ANCD Traffic
- 20. Telecom Admin D.N.A server EMG, DMG etc. Call Center Mgmt CCM server EMG, CCM ACD Alt 1 Alt 2 EXTENSION MANAGER & CALL CENTRE MANAGER Call Center Mgmt D.N.A./CCM server EMG, CCMACD
- 21. Launch and Integration with D.N.A. Extension Manager • Allows the user to indicate if RDS (D.N.A.) will be used for CCM configuration • If RDS is used for CCM, then CCM will launch EMG within its program to perform creation, deletion and update of ACD/ANCD/DNIS objects and system parameters Launch of CCA Configuration Application from CCM Configuration Application Integrated Management
- 24. Supports the call center manager in planning, administrating and operating the call center! CALL CENTRE MANAGEMENT TOOLS Openness Flexibility Integration Ease of use
- 25. CALL CENTRE MANAGER 4.0
- 26. WHAT IS NEW IN CCM 4.0? CCA configuration application can be launched by CCM configuration application New ANCD Real Time Windows Sorting Capability in Real Time Windows Report distribution enhancements New report for Assist feature New “Mini” Wall Display
- 27. CALL CENTRE MANAGER 4.0 New ANCD Real Time Windows • ANCD Group window • Satellite Member window • Additional information in existing ANCD Group Detail window
- 28. CALL CENTRE MANAGER 4.0 Sorting Capability in Real Time Windows • Sorting possible based on all criteria except Legend and Time in ACD Group Member, ANCD Satellite Member and Agent Group Member windows New “Mini” Wall Display • Mini wall display; single line, 20 characters with size 4.3 cm (2.1”), available at lower price
- 29. CALL CENTRE MANAGER 4.0 Reporting • Option to save report file in HTML format • Option to send the report file via email • Option to specify the location where to save the report file (CCM Server or client PC) • User can specify the time for scheduled reports to be generated • A new report showing usage of the Assist feature in CCA (Call Allocation)
- 30. NEW REPORTS ACD Group Agent Group Agent ANCD Group Dialed Number Call Qualification Code • Activity • Availability • Call Allocation (New) • Performance • Summary • Time Allocation
- 31. NEW REPORTS ACD Group Agent Group Agent ANCD Group Dialed Number Call Qualification Code • Activity • Availability • Call Allocation (New) • Call Distribution • Performance • Time Allocation
Notas do Editor
- This presentation describes the general functionality in Call Center Manager and Extension Manager.
- Call Centre Management A complete process for call centre management covers: Goal-setting Planning Implementation Monitoring, follow-up and evaluation of results The Service Level is most often the main objective for call centres as it directly affects the customer good-will. The chosen service level is dependant on a number of factors such as the customers’ tendency to leave the queue if they have to wait which in turn is dependant on the availability of substitutes and the competitive situation in general. By mapping the Ericsson MD1110 management pyramid to the management process we can show what tools, within the MD110 Call Centre Management portfolio, to use to support these stages with applications for planning, administration and operations. (Note the colours indicating the mapping between the two symbols.)
- Current Offering The complete Ericsson Call Centre Management portfolio contains several components for functionality within the different areas: Call Centre Manager - A management information system for call centre supervisors to measure, control and optimise the performance of the Ericsson Call Centre. Call Centre Assistant - CTI application providing sophisticated call handling, including directory dialling, ACD statistics and ACD functionality on the users desktop. Extension Manager - A configuration management tool which gives supervisors/managers the possibility, through a graphical user interface, to configure the functions of the MD110 ACD. Directory Manager - A tool for administrating the enterprise directory.
- Real Time Presentation, which is used for monitoring the call centre resources - agents, agent groups and ACD groups - all in real-time windows External Display Messaging, allows the user to create and send text messages combined with real time information about the ACD system services to external displays (LED Wall Displays). It can be displayed in three different colours. Report Production, which provides the capability to produce statistical reports on call centre resources
- Selling Points This is an overview of some of the features within CCM and the benefits they provide to the user of the system: CCM is based on Windows NT which provides a powerful multi-tasking operating system. Windows NT, as an operating system, gives full client/server capabilities within the application as well as a user-friendly GUI. Each agent can customise and save their preferred working environment for access from any computer on the standard LAN. The Real real-time information is event based, meaning that it is updated instantaneously on the screen, down to every second! Information for up to 128 ACD groups can be presented on one computer screen or distributed on several screens over a network. The object based security allows the administrator to specifically assign which user is allowed to monitor which group. The report scheduler allows the user to schedule the automatic print-out or file output of reports. This saves time for users and ensures that information is available when needed. By storing all management data in a standards based relation database, data can easily be retrieved for further processing in any ODBC compliant reporting tool such as Excel or Access . The open database structure also allows for a tight integration with third party applications, e.g. WFM applications, that also work from the CCM database. The management system is fully integrated with CCA, the desktop application for daily call handling within the call centre.
- Real Time Presentation Real Time Presentation is used for monitoring the ACD/ANCD system services and resources in Real Time windows. The Real Time windows are continuously updated with information supplied by the MD110 Call Centre Manager. This happens as the activities are actually occurring. Real Time Presentation displays group information in different windows for ACD groups, agent groups, ANCD groups and agents. Detail windows can also be opened to show the status of any specific group or individual agent in the call centre. Display commands under the Real Time menu allow the user to easily open and use the different windows. A supervisor’s preferred windows layout can be saved at any time and re-opened with a single click of the mouse or automatically the next time the CCM user logs on to any computer in the network.
- Report Production Call centre statistical information can be used as the basis for both short and long term planning. It means that business decisions can be based on accurate and timely information. This results in better planning, better control and better business. Report Production provides the capability to produce statistical reports on the call centre services and resources. Reports can be produced for selected report objects (ACD groups, Agent groups, ANCD groups, Agents or Call Qualification Codes) within specified time and date intervals. This can be done for one-time only or periodic reporting. A file can be saved and/or printed immediately, or scheduled for automatic printing and/or saving to a file at a later time. The reporting module allows the call centre supervisor to view a log of all existing report files and to view the contents of any selected report. Contents and schedules for existing reports may be changed or a report can be deleted if it becomes obsolete. The report generation module also allows predefined report-schedules to be de-activated and activated again later on. All together CCM can present 22 types of reports with over 60 different combinations of reports!
- Integration with WFM and Other External Applications In a complete call centre solution a manpower planning system can be a complement to the management information system by taking data from the management information system and using it for forecasting. The manpower planning system provides the user with an estimation of future traffic as well as a module to help with staff scheduling. Ericsson has taken the strategic decision not to develop our own applications for workforce management. Instead we can sell CCM with any of the existing applications on the market such as “TeleCenter System” from TCS Management Group, Inc. “Work Force Manager” EIS/Cybernetics Systems International, “QMS Call Centre Management System “ from Q-Max Systems Ltd. or BluePumpkin Software’s Workforce Management product. A sophisticated management application must also allow for integration with other existing business support systems. Therefore CCM data is stored in in an open, SQL, relational database which enables easy access to all management data for further processing in external applications (which can be anything from a plain Excel spreadsheet to advanced Work Force Management applications). CCM provides the user with three means of accessing the management data: Reports can be scheduled to CSV files to be post-processed in any standard spread-sheet application such as Microsoft Excel or Access. From there, customised reports, including graphs, can be designed. By manually generating or scheduling reports into CSV files data can be accessible to any authorised Windows or Windows NT user on the network. Reports can be saved as HTML files for easy posting on Internet/intranet sites to be viewed with any common Web Browser. When users choose to save a report as file, they will be prompted with the option to send the saved file as an email to other users. Files can be sent to a printer port for external applications. Data can be accessed via the ODBC interface where the CCM database interface kit contains a CCM database description and sample to support the user in understanding the database. By using the DB interface kit to integrate to CCM the user/external developer is not dependant on the scheduling intervals within CCM.
- The Allocation Calculation System Taking about workforce planning, the Allocation Calculation System, ACS, is an Ericsson developed application designed to support planning of the smaller or less advanced call centres. It is a calculation tool for optimising the number of agents and trunks, based on Erlang B and Erlang C formulas. The following types of data are entered: Expected number of calls for the specified time period Maximum waiting time in seconds (I.e. the maximum time a customer should have to wait in the queue before the call is answered) Average conversation time for the calls Average time in seconds for clerical work Accepted loss, i.e. acceptable percentage of callers that do not get a place in the queue because of trunk blocking The ACS can then be used to configure an ACD system with different numbers of incoming calls for up to eight periods by calculating the required number of agents and trunks to reach the service level objectives for the call centre. It also presents values for the average queue to be expected, average wait-time and agent work-load. The ACS can also support in configuring a Voice-system by calculating the required number of ports for Recorded Voice Announcements. For call centres with advanced needs of sophisticated schedules covering several different work-shifts or with more than 50-60 agents a full-blown work force management system can be recommended.
- Extension Manager Extension Manager (EMG) is a configuration management application within the D.N.A. family. It is intended for the PBX system- or network manager doing day to day operations like moving telephone instruments, enabling facilitates and programming key assignments. EMG also provides integrated support for call centre managers in managing all ACD specific features through a graphical user interface: Setting-up and modifying ACD agents and telephones Creating, editing and deleting ACD/ANCD groups and setting associated queue parameters Assigning, moving or deleting ACD members to ACD groups Assigning/removing RVA messages and overflow destinations Instead of providing two separate applications for configuring the call centre resources and the PBX in general, all functionality has been included in one application where access to the different modules is controlled by user privileges.
- Three Levels of User Privileges In Extension Manager 9.0 we have added special privileges for ACD and ANCD supervisors to access ACD/ANCD management functions respectively. The existing Extension Manager is thereby targeting three types of users, PBX administrator, ACD supervisor and ANCD supervisor. Their access functionality in EMG will be controlled by application privileges. ACD-/ANCD supervisors are not allowed to change extension numbers, hardware positions and instrument type!
- ACD Management Extension Manager provides an enhanced user interface for call centre supervisors/administrators to enable configuration of the MD110 Call Centre; configurations are done through dialogue boxes asking the user questions rather than prompting for entering parameters. Through the graphical user interface the call centre manager is able to: Assign/Remove ACD category. I. e. ACD supervisor functionality for the extensions defined in the data pool. Do any standard updates on extensions defined in the data pool and features as provided in EMG except for: changing the extension number, changing the equipment position, changing the instrument type, changing incoming individual diversion from extensions outside the pool or setting the outgoing individual diversion to extensions outside the data pool. Assign ADNs on extensions defined in the data pool and assign ADNs as ACD group members in the same dialogue box. Configure ACD Groups including setting Queue Priorities, Overflow Points, RVA messages and Queue Parameters and setting and changing the diversion point. The external overflow point can be a common abbreviated number defined in the data pool. Assign Name to RVA messages All ACD Management functions can be operated in the bulk batch. Change existing ACD group configurations including Queue Priorities, Overflow Points, RVA Messages and Queue Parameters can be operated in the recurring batch.
- CCM and EMG, Configuration Examples As is CCM, EMG is a Microsoft Windows NT, SQL Server based application. This enables both applications to co-exist on the same PC. EMG also functions in a client/server environment which means that one instance of the application can run for the telecom manager to administer standard PBX functionality along with, for example, the corporate directory (through D.N.A. DMG). Another client can be provided in the dedicated call centre environment to run on the call centre managers’ or supervisors’ PC. The common D.N.A. database will assure that each EMG client, as well as the MD110 PBX, is continuously updated and informed about the actions performed from another computer in the network and that all configuration data is synchronised for all standard telecom as well as ACD resources. Alt. 1: Stand-alone call centre management solution Alt. 2: Call Centre Manager integrated in a complete D.N.A. environment
- Summary: Ericsson recognises call centre management as a focus area for investment and development. Our goal is to provide world-class management solutions giving true market value that can support sales and positioning of the complete MD110 Call Centre offering. We want the management solution to be a key-differentiator for a customer when evaluating a call centre solution. To achieve this, the overall strategy behind the call centre management offering remains to provide management applications that are characterised by openess, integration, flexibility and ease of use. Our call centre management tools are an important cornerstone in a complete solution. Together with the right processes, the right people and the right organisation a company can guarantee that its call centre works in the optimal way to establish high-qualitative customer relationships. Openness Based on industry standards and protocols Open database access Flexibility Integration Call centre management and desktop applications integrated into telecoms Ease of use Powerful tools for “all” tasks and users in the call centre management
- ANCD Groups window – This window displays the current status of all the ANCD groups or specified ANCD groups that customers can access. Satellite Members window – This window displays the current status of satellite members serving a specific ANCD group. ANCD Group Details window – This window displays status and performance information of an ANCD group among the ANCD groups the customers can access.