Contact Centre
- Agent Desktop
- AutoDial
- Callback
- CT Control
- Custom Announce
- Email Queuing
- Fax Queuing
- Networked Queuing
- Outdial
Key Facts about Zeacom Agent Desktop
Provide the very best customer experience.
You can provide the very best customer service and experience with the Zeacom Communications centre and combine all forms of your business communication. Agents can handle not only multiple phone calls, but also emails, faxes, callbacks, web chats and callback requests – all from their Agent Desktop application.
By using Agent Desktop, contact centre managers are able to view real-time statistics with Customer, Queue and Agent performance.
This information can be viewed across computers, LCD screens and traditional wallboards, via your Local Area Network (LAN). The benefits of distributing this information across the LAN are significant. Surveys and centre monitoring has shown that an Agent’s productivity increases when they are able to review each other’s performance – Agents become accountable to each other, particularly in a team environment.
While Agent Desktop empowers Agents through open communication and a sense of ownership, it is also a very powerful management tool. As contact centres become an increasingly integral component of many companies‟ operations, the need to monitor the performance of individual Agents and queues becomes equally important.
Overview
How does Agent Desktop work?
One component module of the Zeacom Communications Centre is called CT Control. This module queues and prioritizes calls to your contact centre. Agents can log out or take a break from Agent Desktop. Once CT Control recognizes that an Agent is available to take delivery of a call it then intelligently routes the call to Agent Desktop.
Agents are delivered calls only when they are ready to deal with them. Agents who are logged out, on a Break, or already dealing with calls1 are not delivered calls. Once a call is delivered, if the agent takes too long to answer, Zeacom’s CT Control pulls it back and returns the call to the front of the queue ready for delivery to the next available agent.
Queued calls are displayed in Agent Desktop for the appropriate queue along with the agents logged into that queue and their current status.
Once an agent has finished with a call they can enter Wrapup information that can be reported on.
Business Drivers
Succeeding in today’s fast-paced, competitive, and price-conscious market means providing substantial differentiation from your competitors while meeting or exceeding your customers’ needs. Utilising the Zeacom Communications Centre modules can help drive your business.
Zeacom Communications Centre meets typical contact centre needs.
Agent Desktop Presence and Voice Messaging
Agent Desktop also includes Rich Presence, and can be combined with Executive Desktop to provide fully integrated Voice Messaging visibility and management for mailbox users, including recording conversations to mailbox. Executive Desktop is also required for personal fax management when Fax Messaging is used.
Key Features and Benefits of Agent Desktop
Supervisor Features
Agent Desktop provides managers and agents with a clear picture of all contact centre activity. It provides managers with easy to use and efficient queue and agent control. Whilst Agents and Supervisors use the same application in Agent Desktop, the rich security featrues within the system administrator allows Supervisors to have greater power, including their power and view of the overall centre. Many features of Agent Desktop which are directed as Supervisors include:
Supervisor Benefits
Organizations can gain a number of significant benefits from the introduction of Zeacom‟s Agent Desktop application, such as the ability to view all media types in one environment.
With the power of Desktop‟s toolbar at their fingertips, agents can effectively manage incoming calls and multimedia requests from their PC terminal. The key features of Agent Desktop for individual agents include
Agent Features
Agent Benefits
Summary
Agent Desktop improves the level of service contact centres deliver to their customers.
By making real-time agent and queue data available on their PCs, Agent Desktop supports timely decision-making by not just managers and supervisors, but also by the agents themselves.
With Agent Desktop, agents become accountable to each other. This transparency of information throughout the contact centre enhances both individual and team
performance.
Agent Desktop makes the handling of phone calls, emails, faxes and chats faster, more consistent and more professional. A single user interface that is simple and intuitive to operate makes Agent Desktop popular with agents and managers alike.
Autodial
Automate the call processing for all your outbound call campaigns from within your Zeacom Communications Center solution
Use Autodial to automatically initiate all your outbound calls before handing them off to the Zeacom Communications Center Integrated IVR system for processing.
Introduction
Autodial gives contact centers the ability to automate and intelligently manage the call processing associated with outbound campaigns, from within an existing Zeacom Communications Center (ZCC) solution. Autodial automates outbound calls which are subsequently handed off to the ZCC Integrated IVR system for processing.
Typical business drivers for adding Autodial functionality to a contact center include:
Outbound campaigns often involve time-consuming manual processes which eat up valuable contact center resources. With labor being the single largest cost component in any contact center, efficient use of agents’ time is critical. Automated dialing technology has been implemented to address this issue as there are no staffing costs associated with processing these outbound calls.
To address these issues, Zeacom created the ZCC Autodial solution. Autodial offers contact centers an integrated and cost-effective means of delivering and processing outbound calling campaigns without involving an agent.
What is Autodial?
Autodial enables more efficient use of agent time by removing trivial tasks from the contact center and automating them. For example, a medical association uses Autodial to remind patients about appointments, ensuring that its specialist medical resources are used efficiently. When the call is answered, it gets transferred to an IVR and an IVR script is played reminding the patient of the date and time of their appointment. The recipient of the call is also offered options to confirm, reschedule or cancel the appointment using the IVR. The called party can also transfer to an agent for assistance.
Autodial can also be used to enhance the services an organization offers to its customers or to attract new revenues. For example, notification of membership expiration and initiation of a renewal transaction can be completed without agent involvement.
Each Autodial solution is customized to meet the organization’s unique application requirements and can include a wide range of functionality such as:
The outbound calling parameters associated with Autodial campaigns can be set up quickly and easily using the ZCC Administration application. Outbound campaigns can automatically be created by the system on a periodic basis or manually on a one-off basis. Administrators can load the contact information directly from an external database. Administrators can also record all the pre-recorded prompts used within the IVR.
Autodial provides contact centers with an outbound calling solution that balances a company’s resources and business objectives with the needs of its customers.
Benefits
Organizations can achieve a number of significant benefits from the introduction of ZCC Autodial, such as:
Features and Functions
The key features and functions of Autodial include:
and import them into the Autodial local database for campaign processing.
Appending Dial Access Codes
Outbound access codes or toll access codes may be required for some campaigns. A phone number prefix can be setup for individual or all campaigns which adds a specified number to the beginning of the contact telephone number.
Time Zones
Time Zones are setup to ensure that calls made to different time zones take place at the correct time. For example, if the campaign start time is set to 8am local time and calls are to be made to a time zone that is one hour behind the local time, the call will not be placed until 9am (which is equivalent to 8am in the called party’s time zone).
Outbound Call Throttle
Autodial campaigns can be configured to stop placing outbound calls based on the number of inbound calls waiting in other specific ZCC queues. This prevents Autodial calls from being placed when the contact center is already busy handling inbound calls and agents are unavailable to assist callers who may choose to exit the IVR.
Campaign Set Up
Autodial campaigns can be set up by the Administrator using the ZCC Administration application. The information entered by the Administrator to define a campaign includes:
The Administrator can also start and stop campaigns manually using the Autodial Administration interface. System parameters such as the retry periods between unanswered or busy call attempts and the maximum number of retries can also be set by the Administrator.
Automatic Dynamic Campaign Creation
The Autodial system will allow the Administrator to specify that an existing outbound campaign will be appended with additional numbers for dialing. The appending of the new numbers will occur at a periodic time interval specified by the Administrator. The Autodial system will automatically import the new numbers from the organization’s database via ODBC or via a CSV file. The Administrator can specify the time of day to import the new numbers. If a campaign has finished, the campaign can be set to restart when it has been dynamically appended to.
Specification of Date and Time for Autodial Calls
The Autodial system allows an external database field to specify the date and time for each call within the ODBC or CSV data imported by the Autodial system. This is used to schedule the outbound call which will not be made before the specified date and time. The call will be placed as soon after the specified date and time as possible depending on system traffic.
Campaign Execution
A campaign is scheduled to be active during certain times of the day and days of the week, and has scheduled start and stop times. These times apply to the local time at the destination of the call. Therefore calls will be made to numbers where the local time falls between the start and stop time of the campaign.
When a campaign is active and there are IVR voice ports available, the call is placed. If the call succeeds, it is passed to the IVR and the IVR script is played to the recipient. If the call is not successful, then it is rescheduled. The total number of call attempts can be set in the Autodial administration. The total number of IVR ports that can be used for Autodial is also configurable so that normal IVR functionality for inbound calls can operate in conjunction with Autodial campaigns.
Autodial Reports
Outbound Traffic Reporting is part of the ZCC reporting package. This report details the outbound calls per campaign, showing the current status of the campaign and its associated calls.
Callback
Callback Queuing allows contact centers to differentiate themselves from their competitors.
While some callers are content to wait on the line for the next available agent, many are not. Callback Queuing is revolutionizing queuing principles by giving callers a choice – offering them the option of an automated Callback to eliminate the tedious task of waiting in queue.
Introduction
Callback adds a whole new dimension to the way in which calls can be handled. Never again will your customers have to wait in a queue. In the past, callers had no option but to wait on hold for service from an agent, or abandon the queue by hanging up. The disadvantages of this scenario are obvious. The caller becomes frustrated waiting, and the contact center can incur substantial telecommunications costs as they pay for their callers to listen to music while they wait on hold.
Callback offers customers choices. While some callers may be content to wait in line, many are not. Callback invites callers to enter their number (if Calling Line Identification is not available), leave a message (who they are and the purpose of their call), and hang up, safe in the knowledge that they will not lose their position in the queue.
Once the Callback has been placed, it advances in the queue as if the caller was still on the line, when the Callback reaches the front of the queue it is delivered to an agent.
1. The agent is presented with details of the caller.
2. The message the caller left at the time of requesting the Callback is played back to the agent, as that call‟s “history” is presented to the agent.
3. The agent can then choose either to replay the message, or to dial the number. When they click the Dial button, the system automatically dials the caller‟s number.
As the Callback is treated as if the caller is still in the queue, agents can see the total number of calls waiting as well as a separate total of Callbacks currently in the queue. Callback is very flexible and is configurable by queue. Contact center managers can schedule Callback, turn it on and off as they choose, or activate it only when a predetermined threshold is reached.
Callback can also act as an answer phone after hours. As soon as the agents log on in the morning, the calls are immediately presented to the agent for service. This call delivery function is totally automated. No mailbox needs to be cleared and calls don‟t have to be requested.
Callback is available as a single, site-wide license
Callback functionality is revolutionizing queuing principles and customer service as callers realize they do not need to wait in a queue to talk to an agent.
Features of Callback
Callback allows administrators and agents complete flexibility and visibility of configuration and operation:
Benefits
While callers can feel completely confident about leaving their Callback request, Contact Center management and agents are also able to utilize Callback to optimize traffic peaks and staffing lows.
Detailed features
Criteria for offering Callback
Managers can determine and configure which callers they will offer Callback to, depending on:
Information
Managers can also determine which information they want from and/or provide to the caller such as:
Callback Screenpop
A screenpop to the agent‟s PC (or text message to the LCD screen of a digital phone) provides information about the Callback such as:
Callback Queue Operation Features
Force Callback
When a queue is in „force Callback‟ mode, all calls arriving at this queue are played a customized announcement (which can be different for each queue). Then the caller is prompted through the Callback process. If CLI/ANI is available, Callback will play back this number to the caller, asking for confirmation that it is the preferred number to be called back on. If it is not the preferred number, the caller can enter an alternative phone number. Callback then asks the caller to leave a message.
Contact center managers can use „force Callback‟ to catch callers that phone just prior to or just after the contact center opens and closes or in periods of very high traffic. With „force Callback‟, the contact center has a higher likelihood of capturing more calls and responding to them efficiently.
In addition, the labor savings associated with regulating the peaks and valleys in daily call flow, allow managers to staff the contact center on the average volume of calls rather than having to hire more agents to handle peak periods.
Minimum Position
In a queue with a reasonably short talk time it may be more efficient not to offer Callback to callers near the front of the queue as by the time the caller goes through the Callback process, an agent may have become free. ZCC can use a minimum position parameter to elect which callers will be offered Callback. This ensures that the Callback process is configured so that it does not interfere with efficient call delivery when agents are available.
Minimum Position Example
A caller enters the queue and is advised by the delay announcements that they are fifth in the queue. If Callback minimum position has been set to 3, this caller will be offered the Callback option because their position is above the minimum position. The caller will continue to hear Callback announcements as long as their position is higher than third in the queue. Once they attain a position of third in the queue or less, ZCC will no longer offer Callback in the delay announcements.
New Queue
When a caller selects Callback, the Callback requests can be stored in another queue for delivery. This allows contact center managers to decide which agents the Callbacks are delivered to. Contact center managers can also decide when they would like the agents to action the Callbacks thereby optimizing agent productivity.
New Queue Example
A contact center uses „force Callback‟ for night service. The first day shift agent logs in at 6am; however this is not an appropriate time to respond to Callback messages that have been left the night before. Callbacks are therefore sent to a „new queue‟, this means that delivery of the calls in this queue can be scheduled for a later time, such as 9am. When the first agent logs in at 6am, they can still have delivery of normal incoming calls, but through automatic scheduling will not receive delivery of any Callbacks until 9am.
Callback Schedule
Callback has day of week / time of day tables which are used to limit the number of Callbacks in the queue. Callers are not offered the Callback option after the limit has been reached.
The Callback schedule is a most useful tool for contact center managers who want to manage their contact center based on call volumes. The schedule can be configured to offer more Callbacks during busy call times and in quieter times fewer Callbacks are allowed. The whole process is automatic, allowing contact center managers to introduce Callback options without having to manually reconfigure queue parameters.
Callback Schedule Example
A business may have a television advertisement running at a particular time and know that the call volumes will increase dramatically just after the ad appears. Over that period of time the contact center manager will be able to increase the number of Callbacks allowed to queue so that as many calls as possible are captured. After the call volume peak has been reached, the number of Callbacks can be limited so that the existing Callbacks can be actioned.
Another example of how this feature can be used is to limit the number of Callbacks one hour prior to closing. This will help the agents to clear the Callbacks for that day without more coming into the queue. This also avoids giving callers a false expectation that they will be responded to that day.
Callback Agent Operation
Callback via Agent Desktop
When a Callback is delivered to an agent’s extension, Agent Desktop displays the caller number, caller name (if a Phonebook match is made) and time the Callback was logged. If previous attempts have been made to respond to the Callback, information about the agent who attempted the Callback previously and the results of that Callback attempt are displayed in the “previous attempts” field. Agents are able to view the history of a Callback at a glance, improving
agent efficiency; since there is no confusion over how many times the Callback has been handled In addition to the screen pop, the message that the caller left is automatically played to the agent through their headset or handset and can be replayed as many times as is necessary to ensure that the agent has received the correct information from the Callback message. Clicking the on screen Dial key causes ZCC to take the agent‟s phone off hook and dial the caller‟s number.
Callback Resolution Codes
The Call Resolution screenpop prompts the agents to select a resolution for the Callback at the end of the call in order to complete the Callback. “Successfully contacted” and “Do not try again” are the only resolution options that stop the Callback from being presented again. If the agent does not enter a resolution code within a set number of seconds, ZCC can log them out, put them into Worktime, or put them on a Break.
Callback resolution codes include:
Resolution codes help improve the effectiveness of Callbacks, as specific information is logged about the call attempt each time the Callback is presented. This information can also be reported on a per-queue and per agent basis for future referencing. Gone are the days of hearing a voice message, deleting it, then having no reportable records available.
CT Control
CT Control is the heart of Zeacom Communications Center and gives managers complete control over the delivery of phone, email, fax and web-based contacts. The intelligence and flexibility of CT Control allow you to tailor your contact center environment to meet your organization‟s unique requirements and cater to the needs of your most valuable callers. Sophisticated reporting and administration tools give you the power to continuously monitor your contact center in real-time and make changes on-the-fly without requiring third-party assistance or specialist in-house resources.
Introduction
CT Control is the core component of every Zeacom Communications Center (ZCC) solution – the toolkit that managers use to increase revenues, decrease costs and boost customer satisfaction.
Overview
CT Control manages the queuing and delivery of all phone, email, fax, web chat and web callback interactions coming into the contact center. With labor being the single biggest cost component in any contact center, maximizing the efficiency of your agents is a top priority. CT Control increases the rate of ‘first call resolution’ – minimizing call handling and agent talk time. Service levels are enhanced by delivering calls to the most appropriate agent based on:
At the heart of CT Control is Skills-based Routing which matches agent skills and experience to a number of different queues and delivers each call to the most appropriately skilled agent available. CT Control has the intelligence to not only distribute calls to the right agent, but also to significantly reduce caller wait times, resulting in higher levels of customer satisfaction. And CT Control encompasses an array of other features and functionality, such as Resolution Codes, Worktime Allowances, Queue Blocking, Alerts and Wallboard Control that are designed to increase the efficiency of your contact center both from a management and agent perspective.
In today’s fast paced world, information is power. Without meaningful and easily analyzed data, contact center managers cannot accurately measure the performance of their contact center operations. CT Control supplies the statistical outputs to ensure that your contact center is appropriately configured and staffed to handle fluctuations in call volumes, resulting in lower caller abandonment rates and increased revenues. Having the information to make the right management decisions at the right time can have an immediate positive impact on your contact center‟s bottom line.
For organizations that have high inter-departmental security requirements or operate in a multi-company tenanted environment, CT Control offers a comprehensive set of security features which allow companies to restrict functionality, viewing and editing rights in order to protect individual set up and operating parameters. The security features of the system can also be used to control telephony costs.
And system administration is a breeze, avoiding the need to rely on highly paid technical staff or third-party organizations to make changes. ZCC incorporates a graphical user interface, wizards, default settings and variety of other tools that make administration both quick and easy while minimizing the total cost of ownership.
Features
CT Control offers contact centers a comprehensive range of functionality:
CT Control queues and prioritizes calls to your contact center. Agents can log out or take a break from Agent Desktop. Once CT Control recognizes that an Agent is available to take delivery of a call, it then routes the call to Agent Desktop.
Benefits
The sophisticated features of CT Control deliver a wide range of benefits:
Queues
About Queues
ZCC utilizes the queuing functionality in the telephony switch and overlays this with its own intelligent routing. Each queue within ZCC is unique and can be configured differently from other queues with its own queue name, announcements and delivery patterns. When configuring queues, the administrator selects which medium the queue will handle (i.e. phone, email, fax, web callback, web chat) and the administration interface displays the applicable fields for the chosen medium. ZCC ability to manage multimedia contacts within a single contact center environment ensures optimal utilization of agents while providing consistency of contact handling.
While CT Control provides the core queuing functionality, the following modules are required to allow for multimedia delivery:
Intelligent call delivery to multiple queues improves service levels and response times as calls are delivered to the most appropriate agent the first time. Reporting on a per queue basis allows contact center managers to analyze each business area independently as well as the contact center as a whole, promoting a more strategic approach to contact center management.
Queue Modes
Queue Modes determine the action taken by ZCC when a call arrives in the queue. Queue Modes allow the queues to be flexible and respond appropriately to different requirements depending on the time of day, day of week or an unexpected situation. Multimedia Modes extend these modes to all types of media that use queuing including phone, email, fax, web chat and web callback.
Each queue can have a maximum of 98 configured modes, which means that a queue can be in any one of 98 different states, and each of the 98 modes can activate one of 10 possible mode actions. Each queue can be programmed to have a maximum of 6 scheduled automatic mode changes within a 24 hour period. Other mode changes can be activated manually. A mode can be selected in an emergency and/or it can be forced. For example, callers can be forced to leave a Callback rather than wait in the queue or a forced mode announcement can be played immediately when the call arrives in the queue. Supervisors of the system can manually change modes using the Agent Desktop interface or the telephone.
All media types can receive dynamic All media types can receive dynamic announcements based on caller, queue or email information. In the case of email, web chat and web callback, voice announcements are replaced by text notifications which are created using text templates.
Queue modes give contact centers flexibility when dealing with differing queue requirements for inbound calls. Modes also enable contact centers provide a range of different options to callers and allow supervisors to respond quickly to unexpected situations such as an emergency evacuation.
Queue Schedules
The queue schedule is a 7-day a week, 24-hour a day schedule that determines the particular mode a queue is in at any given time. Different schedules can be set up for each queue with up to 6 scheduled mode changes per day per queue. The queue follows this schedule and automatically changes modes without any
operator or management intervention; however, the queue schedule can be manually overridden by a supervisor if required. Queue schedules provide operational flexibility without the need for manual intervention unless an emergency situation dictates.
Queues Schedule Example
Based on the modes scheduled in the example above, calls will be handled as follows:
Note that some modes, such as the emergency mode, are not utilized during the 7-day schedule. This mode is purely for an emergency situation and the supervisor has to manually put the queue into this mode when required. When a queue is manually put into a mode, it overrides the current schedule until it is manually put back into automatic schedule mode by the supervisor.
Alternatively, the system can be configured to automatically revert to automatic schedule mode at midnight.
Personal Queues
Personal queues are standard queues but only one person takes delivery of calls from a personal queue. Personal queues are useful for staff who receive regular calls from customers or suppliers and require these callers to be able to queue for them. If a personal queue is configured, callers can wait for a staff member instead of being forced to use voice messaging. Offering Callback on a personal queue gives callers the choice of waiting or leaving a callback message. Queue announcements can also be customized specifically for the person the queue is assigned to.
Personal queues are configured using the Administrator application and contact center managers can report on the call statistics for the individual agent’s calls.
Queue Blocking
In certain situations it may be necessary to limit the number of phone calls allowed into a queue. For example, a queue that continually has a large
number of calls waiting due to a promotion or special offer can take up all available incoming lines which may be required for other types of calls in the business. Queue blocking gives contact center managers the option of managing queues by restricting, where necessary, calls into individual queues.
Parameters are set so that once a certain number of calls are in the queue; any additional calls are dealt with in another manner. For example, these callers can:
Queue blocking allows calls to be taken at rates that a contact center can handle and helps control queue wait times. Telephony network costs on free phone (1800) numbers can be controlled, as calls cannot queue beyond specified thresholds. The number of calls waiting in the queue must reduce to a pre-set number, as defined by the supervisor, before new calls are queued.
Mode Change on Zero Agents
Mode Change on Zero Agents allows the system to change the queue mode when the queue is in a delivery mode (such as Normal Queuing) but there are no agents logged in. For example, the queue is scheduled to open at 8:00 am but at 8:00 am the agents are setting up for their day‟s work and have not logged on yet. Rather than calls arriving in the queue and having to wait, or the queue remaining in Night mode and callers hearing an announcement telling them that opening hours are 8:00 am, the queue automatically switches to another mode, such as Callback. When the first agent logs in, the queue automatically reverts to the normal scheduled mode.
Mode Change on Zero Agents ensures that callers are not left waiting in a queue when no agents are available to take their calls, thus reducing the number of unnecessary abandonments. Mode Change reports can be used to identify when this feature is invoked so that managers can address any scheduling or process issues that may be resulting in agents being unavailable to take calls.
Multiple Call Handling
Multiple Call Handling4 allows agents to receive queue calls when they are already connected to a non-queue call. A queue call will be presented to an agent who is already on a non-queue call only if there are no idle agents available.
Managers can determine which agent classes and queues have access to the Multiple Call Handling feature. Agents can also be given more time to answer the queue call if Multiple Call Handling is invoked. The auto-logout time can be configured to automatically double so that agents have twice as much time to make themselves available to take the queue call before being auto-logged out.
Alerts
An alert is a sound or announcement in the form of a .WAV or .VOX file that is played through the PC speakers. Alerts let the agents know when a queue has reached a specified critical threshold. There are 3 parameters that can be set to trigger an alert:
Delivery
When a “call” is delivered to an agent, Zeacom Communications Center presents information about the call on the LCD of a digital phone5 or within Agent Desktop. The call information, and where it is displayed, varies depending on the medium.
Call information is vital for agents who receive calls from multiple queues as it identifies what type of call they are receiving and allows them to prepare for the call, for example, by going to the relevant screen in the company database. Information regarding call wait times is also useful as it alerts the agent that the caller may be annoyed if they have been waiting for an extended period of time.
Agent Login IDs
Each ZCC agent is provided with a unique login identification number that identifies who they are and which login class they belong to. Agents can log into ZCC via the LAN application, Agent Desktop or from their digital or analog phone.
When agents log into ZCC, their unique login ID, the time they logged in, and how long they are logged in for are recorded for reporting purposes.
Agents are assigned one of three login types:
ZCC supports queue hotseating because Login IDs identify agents wherever they are logged in, regardless of the phone or PC they are using.
Agent login IDs are vital to the successful use of skills-based routing as delivery can be configured individually based on an agent‟s mix of skills.
The unique Login ID also allows for full reporting on a per agent basis, an essential tool if contact center managers wish to individually assess and evaluate agents.
Flexible Delivery
ZCC can deliver calls via any combination of queues to any combination of agents. Agent Login Classes and Delivery Patterns in ZCC Administrator allow Contact Center managers to set delivery rules for their calls and their agents.
Supervisors can match the skills of their agents with the appropriate phone calls, emails, faxes and web interactions entering the various queues.
Call priority and Skills-based Routing
Delivery patterns determine which agents will receive a call, email, fax, web chat or web callback from which queue. Priority is based on four key factors:
Priority values are from 1 (lowest) to 9 (highest). All calls in a queue can be given the same priority, in which case, the oldest call waiting is delivered to the next available agent. However, a priority adjustment can be made against a particular call (using Calling Line ID to identify the caller) allowing that call in the queue to have a higher or lower priority over other calls in the queue.
Priority adjustments can also be made to calls based on their wait time. This ensures that no calls wait an excessive amount of time and will always be delivered as long as agents become available and the caller doesn‟t abandon. This is an important factor in providing excellent customer service.
Priority values tell ZCC which calls are more or less important or valuable to the contact center, which in turn allows managers greater flexibility when managing the customer base. Using Calling Line ID allows the contact center to identify certain callers and treat them differently by placing them in a different queue or giving them a higher or lower priority. This means callers can be recognized and treated as individuals.
By using priority values, agents with higher skill sets are always delivered calls before agents with a lower skill set. Agents with the highest skill sets are assigned as „prime agents‟ while those with lesser skill sets are made „backup agents‟.
For example, if a prime agent becomes available at the same time as a backup agent, ZCC would always deliver the call to the prime agent. In this way, the caller is always answered by the most highly skilled agent available at that time. This also means that agents with a lower skill set are not under as much pressure to take calls and can increase their skill set in a more ‘learning friendly’ environment.
In some cases, when there are an excessive number of calls in the queue, the system can utilize a group of „overflow agents‟. These agents are typically set up to receive calls on a time delay and at a lower priority than prime or backup agents.
Priority Example
Here is an example of how priorities can be used to answer VIP callers first without significantly affecting the level of service offered to general callers:
To avoid this, the General Sales calls‟ priority must be upgraded after a set period of time. For example, the priority of a General Sales call could be upgraded after a pre-set time of 60 seconds to a priority of 6, thus giving it equal priority to a VIP Sales call.
Once all calls have the same priority, the oldest call waiting is delivered to the next available agent.
Oops! No agents are logged in!
When no prime agents are available, callers are delivered to a second set of „backup‟ agents.
However, if no prime agents are actually logged in, callers do not have to wait the set period of time before the backup agents are considered. ZCC allows the administrator to have calls delivered immediately to backup agents.
Worktime and Worktime Override
Contact center administrators can specify a period of „after-call‟ Worktime to agents before the next call is delivered. This is determined by the class the agent is logged into at the time and the queue the call is delivered from. Worktime gives an agent time to finish off work from the previous call,to prepare for the next call or to simply take a short break between calls.
ZCC can be configured to allow „after-call‟ Worktime only if current calls in the queue have been waiting less than a specified time. The administrator can choose whether to allow ZCC to override this Worktime and deliver calls waiting in the queue. Worktime Override eliminates the risk of callers waiting too long while agents are actually available but in Worktime.
Last Called Agent
When a call is delivered from a 2nd-time caller, „Last Called Agent‟ information is displayed. This information is activated by a number/address that is matched in the Phonebook. This feature can be used for information display only, or for both information display and last agent delivery:
If the agent is unavailable, the system will try the second-to-last agent who dealt with this caller and so on, depending on how many agents ZCC has been configured to attempt to deliver to. After a pre-set time, the system delivers the call to the next available agent, regardless of whether they have previously handled a communication from this contact or not.
Last Called Agent improves customer service levels by delivering the caller to the last agent dealt with, effectively reducing call handling times and increasing the efficiency of the contact center.
Last Called Agent also increases customer satisfaction as agents are presented with the caller‟s contact history and can make more informed decisions about how to handle the caller.
Query
Queries are used to identify and differentiate callers from others that have come into the same queue.
Phone calls can be recognized by their Calling Line ID, or the Custom Announce module can prompt the caller to enter data as a means of identifying themselves – for example their customer number. Recognition of the Calling Line ID can be specific, right up to maximum digits, or by matching only the first digits or area code can simply identify the area the call has come from.
Emails, web chats and web callbacks can be identified by their email address.
The Query Database stores customer data that is matched against the data entry. Once the data is entered or verified (optional) the call is directed accordingly with any of the adjustments below:
Transferring the caller into a different queue means ZCC can:
Benefits of Query
Query Database gives contact center managers the ability to handle certain callers differently toother callers and can be used to shorten the wait times of the most valuable callers.
It also provides agents with information about the caller so that they can deliver a higher level of service, for example, by greeting the caller by name or accessing customer data sooner.
Customer service levels can also be enhanced by sending callers directly to a preferred agent or a higher skilled agent. It is even possible to set individual wait times for preferred agents within the Query Database. Identifying a call‟s geographic origin can be used to give higher priority to calls from areas that have higher telecommunications network costs. A shorter wait time can equate to reduced network costs for the contact center.
Reporting
In today‟s fast paced contact center environment, information is power. ZCC Reporting tools supply data that is meaningful and easy to analyze so that managers can accurately measure contact center performance and make informed management decisions.
Information can be provided on a per agent basis because each agent logs on to ZCC using a unique ID. Individual agent reports allow contact center managers to accurately assess agent performance based on quantitative information and compare it to benchmarks and standards from previous reports.
Call Center and System Configuration Reports
ZCC has an onboard database that collects „cradle to grave‟ statistics on every facet of every call, whether it be phone, email, fax, web chat or web callback. Contact center managers have easy access to a comprehensive range of reports that can be presented in a variety of formats including charts and graphs.
Display Wallboards
ZCC can be linked to a number of different third-party wallboards. Wallboards allow anyone entering the contact center to have immediate access to real-time information on queue status and current performance levels at a glance. They can be configured individually or in groups, with the queue or queues to be displayed. Information can flash or roll and different queues can be displayed intermittently or all together.
Wrapup Codes
ZCC can be configured to prompt agents for Wrapup data during or after a call. The Wrapup code provides a record of how the call concluded or specifics relating to the type of call, such as the reason for the call or the result of the call. Wrapups can be performed using Agent Desktop or a digital phone8.
Contact center managers can create Wrapups against every queue in the system if they wish. Managers can review the Wrapup data in a number of different reports.
Wrapup codes are a simple and effective way to evaluate the types of calls each queue receives and the results of each call. Having this information at their fingertips allows contact center managers to make better decisions regarding staffing levels and agent skill sets required to provide the highest level of service to callers.
Administration
Setting up and a managing your contact center environment has never been easier as every aspect of ZCC can be altered with a click of the mouse.
ZCC simplifies administration tasks by providing administrators with wizards; add/edit screens, default settings and a graphical user interface (GUI) to set up agents, queues, patterns and other system parameters. Online help and built-in tutorials give administrators (and users) immediate access to relevant, step-by-step information as they need it. And the Copy Manager saves time by allowing administrators to duplicate the properties of one system setting (i.e.
a queue or class) when creating a new one. Multiediting facilities save even more time by allowing the system administrator to access groups of entries simultaneously.
Integrated live updates mean that any changes made will take effect immediately. A full audit trail tracks all changes to the Administrator settings and the three-tier client server architecture supports remote administration while maintaining data integrity.
Wizards
ZCC‟s system administration interface uses wizards to make common configuration tasks quick and easy to perform. Configuration wizards not only reduce setup time but also reduce configuration errors. When first launching the Administrator application, users are presented with a welcome screen which gives them immediate access to a list of common configuration tasks, including:
Alternatively, the administrator can access a complete list of configuration wizards from the File menu under Wizards.
Online Help and Tutorials
Assistance and information is always available by clicking the Help button from within any ZCC application and selecting from the Contents, Index or Search tabs.
Clicking the desired topic or feature takes the user to the corresponding lesson. The Search tab allows users to find information by keying in a word or phrase. The Search can be further refined by selecting options such as similar word matches, a previous results list or searching topic titles only.
ZCC also offers context-sensitive help from within each screen. Detailed information relating to the current screen can be accessed by clicking on the Help button.
Tutorials are step-by-step lessons that are designed to teach users the fundamentals of ZCC. Each tutorial also contains video tutorials which provide animated „walk throughs‟. Tutorials are an effective and friendly means of getting beginner through intermediate level users up-to-speed and providing them with the resources they need to continue learning as they become more familiar with the system.
Verify System Configuration
System Administrators can check the system for inconsistencies in configuration. A tool generates a list of incomplete tasks and provides information explaining each issue in more detail. Each incomplete task displays links to the interface required to complete the configuration.
Copy Manager
Copy Manager saves system administrators time by allowing them to re-use settings and data. For example, the Administrator may use Copy Manager to copy Callback Limits and Callback Parameters into another queue.
Security
For organizations that have high inter-departmental security requirements or operate in a multi-company environment, ZCC offers a comprehensive set of security features. These features are included as part of CT Control and allow companies to restrict viewing and editing rights in order to protect individual set up and operating parameters.
The security features of the system can also be used to control costs as they allow organizations to restrict access to specific functionality, such as transferring from a user‟s presence greeting to their mobile telephone. Access to functions and fields within the software can be defined for every user using general security class permissions and/or individual user permissions.
Dynamic Monitoring
Dynamic Monitoring allows CT Control to monitor extensions only as required rather than continuously, reducing the number of line/extension cards required within the PBX and increasing the overall capacity of the system.
Dynamic Monitoring is typically used in environments that have a large number of trunks and extensions but only a small contact center. All call center extensions are permanently monitored; however, lines which are not associated with the call center are monitored only when connected to a call center line. In other words, lines are monitored when they are in conversation with a monitored extension, calling the queue, or when a queue call is transferred to an unmonitored extension. The unmonitored extension is dynamically monitored for the duration of that call but at the end of the call the extension reverts to being unmonitored.
Backups and Redundancy
A graphical user interface allows administrators to schedule backups of Voice Messaging, configuration and report data. Backups can be made to a local or network location and, if required, administrators can run an MSI-based installer to restore the data with a single click.
Automatic scheduling of backups eliminates the need to remember to manually backup the system, ensures that regular backups are done and leaves administrators free to attend to other tasks.
Queue Redundancy~
In the case of a system failure, wherever possible the default queuing within the telephony switch is used to take over the delivery of calls. This is manually initiated by the agents or automatically activated by CT Control. The functionality achieved depends on the features of the telephony switch but the following redundancy features are generally available across most supported switches:
Contact center managers need to create a switch specific redundancy delivery plan to manage any potential failures.
Custom Announce – Introduction
Let the proven, advanced functionality of Custom Announce help you to reduce abandonment rates, lower agent talk times and improve customer service levels – making a positive impact on your contact center‟s bottom line.
Custom Announce is a sophisticated announcement module that has been proven to significantly reduce abandonment rates in contact center environments.
Abandoned calls often equate to lost business and contact centers that replay the same announcements over and over to waiting callers are very likely to annoy them, often to the point that the customer hangs up.
Overview
With Custom Announce, managers can create customized announcements on a per queue basis – ensuring that announcements are relevant to the callers. Callers can be presented with constantly changing information relating to their position in queue, new products, promotions, business hours, locations, contact details and so on.
Custom Announce also includes Audio text and Auto Attendant functionality which give callers the ability to access information and direct their calls without requiring the assistance of an agent. Audio text plays pre-recorded responses to frequently asked questions, freeing up your agents to handle more complex queries. An Auto Attendant can significantly improve agent efficiency and customer satisfaction by directing callers to the right area of the organization, without requiring them to wait for operator assistance.
The Caller Query feature allows the system to ask callers for their PIN or Customer Number and redirect them, based on the information entered, to a more appropriate queue or increase their priority in the queue. When the call is delivered, any information entered by the caller is presented to the agent, reducing talk time and enhancing customer service levels.
Features
Custom Announce provides contact center managers with the following functionality:
Benefits
Custom Announce delivers the following benefits:
System Settings Affecting Custom Announce
Initial Delay
In most cases, when callers enter a queue they want to talk to an agent immediately. Zeacom Communications Center (ZCC) can be configured to wait an initial delay period before the queue announcement is played while CT Control searches for available agents. If ZCC finds an available agent, the call is delivered immediately.
Subsequent Delay
Subsequent delay settings dictate how often a queue announcement is played to the caller while they are waiting in the queue. Each announcement can be timed to play a pre-set number of seconds after the previous one, giving contact center managers the flexibility to play these announcements at the most suitable times. For example, delay announcements can be set so that they coincide with peak abandonment times based on report data.
Delay Groups
Delay Groups are used to calculate a caller‟s „Position in Queue‟ relative to a group of queues, not just the one they are in. Managers can group together queues that are answered by the same agents, reflecting the caller‟s position in relation to calls from all the queues in the group. While the calls may be handled by the same group of agents, Contact center managers have chosen to keep the queues separate for reporting purposes.
Queue modes
Managers use Queue modes to configure the way calls to a queue are handled at any time. Modes determine if the call requires any form of announcement and if so, which type of announcement to play. All media can have announcements; media such as Email, Web Chat and Web Callback use text announcements. These are created using text templates and are dynamic based on the caller, queue and email information.
Queue modes allow contact center managers to vary the announcements offered to callers based on criteria such as:
Schedules can be configured to change queue modes automatically on a per queue basis, and if necessary managers can override the schedule. This may be required in the event of an emergency evacuation or when a spike in call volumes temporarily overwhelms the contact center.
Queue Modes ensure that callers are kept informed and offered the most appropriate announcements and options possible based on available information. This in turn enhances service levels and improves customer satisfaction.
Change the Queue Mode Announcement Remotely
Queue Modes can be changed from a remote location by calling into the system and following a simple voice menu. This is useful during emergencies when calling into the contact center may not be possible.
Changing queue modes is a supervisory function and these changes can be configured to automatically reset to default settings at the next scheduled change, or at midnight.
Forced Announcement
Forced Announcements are used to play announcements to callers in the queue before they reach an agent. For example, the Accounts Department may force an announcement asking them to „Please have your customer number ready‟ as a way of reducing agent talk time. “Forcing” an announcement simply means the call won’t be available for delivery until the announcement has finished playing.
Forced Announcements are an effective way to minimize call handling and agent talk time. Agents are no longer required to spend time relaying standard information when forced announcements guarantee both the delivery and accuracy of the information.
Progress Announcements
What is a Progress Announcement?
Progress announcements are played to callers while they are waiting in the queue. Each queue can have its own set of progress announcements, allowing contact centers to tailor these to best meet the needs of each queue.
ZCC progress announcements are totally flexible, allowing administrators quite simply to create the greeting that they want their callers to hear at every step of their progress within your business.
Typically the greeting that a caller hears is in reality made up of several individual announcements that are concatenated by the system to sound like one announcement. By recording the statements individually, the administrator can reuse separate parts any number of times, expanding the flexibility of the system and allowing one-off recordings to cater for any amount of future adjustment and fine tuning.
The group of announcements ultimately played to the caller depends on how many previous announcements they have heard, their position in the queue, and the queue that they are in.
Some announcements, such as Position in Queue, are re-used regularly while others, such as the Welcome announcement (Intro 1 from previous page) will never play a second time.
Position in Queue and Estimated Time to Answer
These can be configured for Phone, Email, Web Chat and Web Callback media2, providing callers with their current position in the queue (PIQ) and/or the estimated time to answer (ETA) while they are waiting. These statements change as the caller progresses through the queue. PIQ and ETA statements can be customized for an individual queue, giving callers an accurate assessment of how long they may have to wait. Callers then have the information they need to decide whether to wait on the line, place a Callback or hang up and call back later.
Customer friendly Position in Queue
PIQ statements advise the caller where they are in the queue (first, second, etc.), “first in the queue” being the next call to be answered. Position statements can be customized on a per queue basis. With PIQ functionality callers hear progression up the queue and are more likely to continue waiting instead of abandoning the call.
Position in Queue information can be manipulated based on individual contact center needs.
In some situations calls may regress in the queue when a higher priority call arrives in the same queue. For example, if a call was 4th and a higher priority call enters the queue, the original call is pushed back to position 5. The caller will not be told the however, they will simply continue to be told they are 4th until they advance to being 3rd.
Relative Position in Queue
Relative PIQ is useful when there is a large number of calls waiting in the queue as it ensures that the caller is not advised of their position if the information is discouraging, e.g., “You are 35th in the queue”.
The Relative PIQ setting determines the caller‟s position based on the number of currently active „primary agents‟. With this option set, Custom Announce will determine the caller‟s relative PIQ based on the number of callers, divided either by a (configurable) fixed number, or by the number of available primary agents.
Example
A company has 10 primary agents. The PIQ that the caller hears is their actual PIQ divided by 10. This means that:
Estimated Time to Answer
In some situations, contact centers may wish to advise callers waiting in the queue of their „Estimated Time to Answer‟ rather than their „Position in Queue‟. The standard ETA prompt is: “We estimate that your call will be answered in…” with the actual estimated wait time value in minutes being automatically inserted at the end of the standard ETA prompt. ETA prompts are queue-specific, allowing each queue to have a unique recording if required. If caller wait time is greater than the original ETA announcement, an automatic apology announcement will play, but no further ETA announcements.
A minimum estimated wait time is configurable by the system administrator. For example: A contact center manager may decide that callers entering the queue with just 10 seconds to wait for an answer should not be played an ETA announcement. This feature can be configured on a per queue basis.
‘Outros’
‘Outros’ are the parting statement associated with a progress announcement, for example, “Thank you for calling Zeacom”.
Automated Attendant
What is an Auto Attendant?
The Automated or “Auto” Attendant answers callers and offers a menu of options that they can select from using their telephone keypad. By keying in an option, callers can direct themselves to specific departments or queues without requiring the assistance of an operator or agent.
A full range of extension numbers to be used, regardless of whether they conflict with the digit options available in the Auto Attendant.
Steering callers to the correct queue via an Auto Attendant streamlines contact center answering points and is a great customer service tool if used correctly. The operational benefits to contact centers are also significant. One in-dial number can be used to deliver calls to multiple areas within the contact center, reducing telecommunications advertising costs. Agent productivity is also improved by giving callers direct access to information and ensuring that those callers who need human assistance are directed to the most appropriately skilled agent.
Auto Attendant Options
Auto Attendant options can be used to direct callers to the most appropriate queue by offering them a series of options, for example “Press 1 for Sales, Press 2 for Support”. Options can be scheduled to change automatically depending on the time of day, day of week or date.
Options are also available to handle user problems or errors. After invalid or failed attempts managers can choose a path for the user from a range of actions. For example, if the caller does not press any key, ZCC can transfer them to an operator or if a caller selects an option that doesn‟t exist, ZCC can replay the available menu options.
Auto Attendant Groups
Groups are used to link Auto Attendant prompts together, with each group representing a menu level of the Auto Attendant. When linked together these form the basis of the Auto Attendant tree.
Audiotext
Audiotext is a feature of the Auto Attendant and is used to provide callers with information without involving an agent. The Audiotext is setup in the same way as an Auto Attendant, using levels and options to create an Auto Attendant tree. Each option can have up to two and half minutes of information recorded against it. Once the announcement has been played, the caller is normally offered the option of going back to the main menu or hanging up.
If after accessing the Audiotext information the caller still wishes to talk with an agent, Custom Announce takes into consideration the total time the caller has been connected and counts this towards queued time when positioning the caller in the queue. This means the caller is still advancing in the queue while listening to information.
Audiotext allows companies to provide basic information to callers, such as frequently asked questions, without requiring agent resources that can be better utilized on more complex calls.
Caller Query
What is Query?
The Caller Query feature is used to obtain information from callers by prompting them to enter data using their telephone keypad. This information is matched against a local query database within ZCC and used to identify who is calling. The name and preferred contact number of the caller is presented as a screenpop on the agent‟s Desktop (or on the LCD of a digital phone) as the call is delivered to the extension. If no match is found, then the number entered by the caller is displayed. Based on the data entered, the call can also be sent to another queue, delivered to a specific agent, or the priority of the
call can be changed. The Caller Query feature allows agents to provide a higher level of service and reduces the average talk time.
As an alternative to a local database, the digits entered by the caller can be verified against the customer‟s CRM database using one of Zeacom‟s „off the shelf‟ CRM Plug-ins or a customized integration.
Text Announcements
What is a Text Announcement?
Text announcements can be configured for nonphone media types within the contact center, such as email, web chat and web callback, using the same administrative interface utilized for voice announcements. Just like voice announcements, text announcements are used to keep „callers‟ informed and reduce abandonment rates.
Multilingual Announcements
How do multilingual announcements work?
The multilingual capabilities of Custom Announce enhance the level of customer service offered to callers by playing all announcements in the caller‟s language of choice. Custom Announce can accommodate up to 24 different language types and offers the following functionality:
Announce Reports
Announce Usage
Announce usage reports offer an hourly breakdown of how announce ports are being utilized, showing:
Managers and supervisors can use these reports to view announce port activity and to diagnose issues, e.g., whether there are enough ports available to handle the traffic.
Auto Attendant Option Report
The Auto Attendant Option Report provides statistics on how many times each Auto Attendant key option was selected by callers on a per queue basis, allowing managers to review resource as well as auto attendant wording and advertising.
Announce Port Status Viewer
The Announce Port Status Viewer is a valuable diagnostic tool giving technical support staff a real-time view of the system announcement ports and their status. The Announce Port Status viewer displays the type of activity currently taking place on each port (e.g., Voice Messaging, Callback, Progress Announcement) and also provides detailed information such as the actual announcement in progress or the name of the user calling into Voice Messaging.
Administration
Creating and Editing Announcements ZCC makes it simple to create announcements and auto attendants using Wizards, bulk editing and a graphical user interface. All the features and functionality of Custom Announce can be administered with a click of the mouse. And ZCC single administration interface is
used to manage all announcements and scripts, making it quick and easy to record, edit, locate and file prompts.
Auto Attendant Wizard
The Auto Attendant Wizard guides the system administrator through each step in the configuration process, from creating the name of the Auto Attendant through to recording the announcements for each key option.
Online Help
Assistance and information is always available by clicking the Help button from within any ZCC application and selecting from the Contents, Index or Search tabs.
Clicking the desired topic or feature takes the user to the corresponding lesson. The Search tab allows users to find information by keying in a word or phrase. The Search can be further refined by selecting options such as similar word matches, a previous results list or searching topic titles only.
ZCC also offers context-sensitive help from within each screen. Detailed information relating to the current screen can be accessed by clicking on the
Help button.
Configuring Voice Prompts
The ZCC Administrator offers a range of familiar recording options to allow managers to record via the phone or a PC microphone, to play back, trim,
edit, copy, cut and paste recordings from one announcement to another. Text notes can be added against each voice prompt, identifying the content of the
announcement that is recorded against the prompt without requiring administrators to listen to the recorded message.
Email Queuing
Offer your agents the ability to handle all contact center calls from Desktop regardless of media type. Email Queuing Desktop SMTP provides agents with the capability to handle their email queue calls from Agent Desktop. This provides them with consistency of operation for all media without any need to swap between separate applications.
Introduction
Bringing your agents‟ emails into Agent Desktop helps convert your email process into a contact center process, giving your agents the same standards and expectations and providing the same metrics that you use for all your contact center communications. It also means additional smarts, designed for contact center operation, can be applied that aren‟t available in an ordinary email application.
How does Email Queuing work?
Email Queuing provides full management and control of email traffic in a contact center environment. Emails can be queued and delivered to agents based on availability, workload and skill-set.
Calls are held by the Email queue on the Zeacom server and are delivered to agents only as they are ready to deal with them. Agents who are logged out, on a Break, or already dealing with calls1, are not delivered emails until they become available. Once the email is delivered, if the agent takes too long to open the email, the Zeacom software pulls it back and puts it back into the queue mailbox ready to be delivered to the next available agent.
Your agents can be configured to handle as many concurrent queue emails as suits your situation.
All emails in these „queues‟ are displayed in Agent Desktop as calls in a queue. Email queue „calls‟ are displayed in exactly the same format as queued phone calls in Desktop. Once the agent opens the delivered email call Agent Desktop displays the agent as having answered the email. Agent Desktop continues to display the agent as being on the email call until the email is deleted or hung up. This provides further insurance against calls being lost and never dealt with.
About the SMTP Interface
SMTP (Simple mail transfer protocol) is the standard interface for all major email applications. Zeacom‟s Email Queuing Desktop SMTP supports Lotus Domino, GroupWise, Microsoft® Exchange using the SMTP Interface and POP32. This eliminates any requirement to integrate Zeacom Communications Center (ZCC) with the customer email platform and offers non-Microsoft email customers the ability to handle their email queuing entirely from Desktop.
As a fully integrated module of ZCC, Email Queuing Desktop SMTP applies all the skills-based routing and queuing parameters of ZCC to Emails allowing your contact center agents to treat emails in the same way as phone calls.
Email Queuing Desktop SMTP is fully integrated into ZCC‟s comprehensive reporting package, ensuring that contact center managers have a complete picture of all customer contact, regardless of the medium used
Business Drivers
Features and Benefits
Core Features
Core Benefits
Email Queuing Desktop SMTP offers some unique benefits:
Additional Features
Benefits
11 The ability to launch the Media Viewer is allowed by a user‟s security permissions
Requirements
Email Queuing Desktop SMTP requires Microsoft Windows 2003 Server on the CTI Server which must stand behind a customer site email server for Virus and SPAM protection.
For Microsoft Exchange Email platforms, the Email Server also requires Microsoft Exchange Server 2003 as a minimum requirement.
The Email Queuing Desktop SMTP process in brief
Emails sent to the customer‟s Email Server use forwarding rules to redirect the email to an internal address on the Zeacom Server.
Emails arriving at the queue are treated as new calls, then queued and delivered to agents as they become available. The subject of each email and a list of any file attachments are displayed in Agent Desktop.
The agent handles the email call in Agent Desktop using the Email window.
Emails in Agent Desktop
Features
As an email arrives at the contact center, it is queued, waiting for delivery to the next available agent.
Benefits
Viewing emails using Agent Desktop has several benefits:
Manage Junk Emails
Agents with appropriate security permissions can delete junk emails from email queues without the need to log in. Using Manage Junk Emails removes the emails from the queue statistics, both in Agent Desktop and Reports. These emails can be viewed and recovered (represented to the queue) if necessary by users with appropriate security permissions.
Email Templates
Global Templates can be created and assigned to inbound email queues for agents to use when composing, replying to and forwarding email calls. In addition, agents with appropriate security permissions (configured in Administrator) can create their own Personal templates from Agent Desktop.
Media Viewer
Features
The Media Viewer allows supervisors to view details in and about previously handled multimedia contacts as well as the content. Launched from the main Tools menu, this application provides the ability to review details of chat, email, and fax conversations.
Benefits
Media Viewer is both the “safety net” and “filing system” for a paperless office.