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Flexible and expandable
telephone systems built
for the changing environments of Call Centers.
PANASONIC KX-TDA 100, KX-TDA 200,
KX-TDA 600 (via CSTA interface)
ACD SYSTEM ARCHITECTURE
• Multi-Client/ Server architecture built under Windows OS
• 100% GUI monitoring and reporting features
• Export reports in portable formats like PDF, Word, Excel,
HTML, Lotus, CSV, TSV and XML
• E-mail reports to the desired recipients
• Designed for 7-days and 24 hours availability
• Monitor in real-time the ACD operational status of the PBX
system by analyzing the tree view window with extensions and
call
status, and counters that are displayed on the screen live or
real-time.
ACD Report Server Benefits
- Affordable solution and easy to use
interface
- Increase the efficiency of decision making
process
- Increase the organization flexibility and
reduce the operational costs
- Analyze the call traffic helping IT staff
identify different trends
- Help the labor cost management
Identify frequently dialed numbers
- Save costs by recognize either unused or
faulty extension and CO lines
- Assess telephone answer times for
individuals and groups
- Track incoming calls via caller ID
information
- Agent monitor by Agent ID
ACD Report Server Architecture
ACD Report Server consists of the following
components:
- ACD Report Client
- KX- NCV200 (ACD Report Server + Voice Mail
System)
General Features ACD Groups Information
ACD Report Server collects all the information
about the ACD groups defined on TDA PBX. All the past call
processing is done according to the information gathered from
the TDA PBX.
Extension Information
ACD Report Server collects all the information about the
Extensions defined on TDA PBX and their allocation to different
ACD groups. All the past call processing is done according to
the information gathered from the TDA PBX.
Agent Information
For each Agent an unique ID number can be defined. The Agent
logs in the system using the ID number and a password. This
feature allows you to exactly monitor Agent activity and
efficiency.
Customer Information
The ACD Report Server window allows user to manage the customer
information associated with the associated Caller ID lines.
The user can:
• Add a new Customer and specific Caller ID and/or Caller Name
for easy identification of incoming calls
• Remove an existing Caller
• Modify the Customer information (i.e. First, Middle, Last Name
and Caller ID)
Monitoring Features
Real-time Call Information ACD Report Server
presents the following information categories:
• Status of each extension and trunks (idle, busy, etc.)
• Type of the call (incoming, outgoing, internal)
• The phone numbers for each party involved in the call ACD
Report Server manages the following type of counters and timers:
• Active Counters
• Cumulative Counters
• Peak Counters
• Active Timers
• Cumulative Timers
User has access to real-time counters and timers, such as:
• Total Incoming Calls (Active Counter) – displays the total
number of the incoming calls currently being handled by the
system
• Outgoing Calls (Active Counter) – displays the number of the
outgoing calls currently being handled by the system
• Total Waiting Calls (Active Counter) – displays the total
number of calls (ACD and Non ACD) that are currently waiting
• Lost ACD Calls (Cumulative Counter) – displays the total
number of ACD Calls that have been lost since the beginning of
the
session
• Total Incoming Calls (Cumulative Counter) - displays the total
number of the incoming calls handled by the system since the
beginning of the session
• Call Duration (Active Timer) – displays the total time spent
in the system from the moment the call entered until it exits
the system
• Call Time (Active Timer) – the duration of the call current
state (the display name is according to the current call state)
• Talk Time for ACD Calls (Cumulative Timer) - the length of
time the call was in conversation with Agents
• Waiting Time for ACD Call (Cumulative Timer) - the length of
time the call waited in the ACD Queue and rang at Agent
• Talk Time for Outgoing Call (Cumulative Timer), and more.
Performance Graphs
ACD Report Server presents real-time custom or predefined
performance graphs based on the system counters. ACD Report
Server allows the user to inspect the Extensions or the Agents,
ACD Groups, and System. The user can customize each type of
graph (e.g. chart type, chart title, fonts, colors).
Call information storing and retrieval All information regarding
the call traffic is stored into ACD Report Server Database. The
user can inspect the log information.
Reporting Features
Call Traffic Activity
ACD Report Server allows the user to easily view the traffic
reports based on different criteria, such as:
• Phone extensions
• PBX line/ Dialed number
• Call duration
• Customer Name
• Lost calls
• Incoming calls for ACD
• Queue time
• Overflow calls
• No Answered calls
• Time range
• Type of the call (incoming, outgoing, internal)
• Agent ID
Reports
The user can View, Print and Drill down on Reports for in-depth
analysis using different filter criteria. The reports can be
exported in different portable formats like PDF, Word, Excel,
HTML, Lotus, CSV, TSV and XML. On every report a personalized
logo picture can be set.
Filter and export information ACD Report Server allows the user
to select the desired information to be exported in CSV format
for further call analysis using specialized wizard.
Pre-defined Report Templates ACD Report Server comes with a set
of pre-defined report templates for quick generation, as
follows:
• CO Call Report
• Extension Call Report
• Lost Calls Report
• System Report
• Group Report
• Agent Report
• Agent ID based Report
The following attributes can be specified to instantiate the
report template:
• Advanced Filtering using specialized wizard
• Fields to be included in the report
• Date Range Selector
• Report Format Selector
• Paper Format
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