Indispensable Real-time Monitoring and Comprehensive Reporting for your Call Centre Business.

Indispensable Real-time Monitoring and Comprehensive Reporting for your Call Centre Business.

Automatic Call Distribution (ACD) Report Server leverages and enhances the built-in ACD functionality in KX-TDA100/200 and TDA600 PBXs allowing businesses running Call Centres with extensive monitoring and detailed customised reporting - all designed to boost your business while reducing cost. The KX-NCV200 also comes with built-in high capacity feature-rich Voice Messaging System supporting unified messaging for added functionality.

ACD Report Server - brings the combined power of monitoring, analysing and reporting for your informal call centre.

KX-NCV200

ACD Report Server

Automatic Call Distribution (ACD) allows companies to smoothly handle customer calls - distributing calls intelligently to the appropriate agents to help businesses provide the most efficient customer service.

The Panasonic KX-NCV200 ACD Report Server comes with an easy and intuitive GUI based client software package allowing team supervisors and management staff of informal call centres with extensive monitoring and reporting right at their fingertips. The system leverages and enhances the built-in ACD functionality in KX-TDA 100/200 and TDA600 PBXs, allows small call centres to have a real-time view on agents, groups, queue, and system-wide performances, and extensive offline reporting and data processing - all designed to enhance business while keeping the overall cost down.

ACD (Automatic Call Distribution) Monitoring

Incoming Call and System Reports

Monitor

Monitor

Analyse

Performance GraphsReport

Analyse

ACD (Automatic Call Distribution) Monitoring

Performance Graphs

Clearly knowing real-time operating performance is vital to optimising call centre management. The Panasonic ACD Report Server lets supervisors monitor parameters, such as the number of active calls, agent status, queue status and agent/group performance.

As an example the following parameters can be monitored:

§ Incoming calls § Calls Waiting in Queue

§ Last Call § Total Calls

§ Answered Calls § Logged-in Agents, etc

The number of incoming/outgoing calls and accumulated call data that are monitored by the ACD Report Client can be plotted as real-time or offline graphs. The user can also select the data for producing graphs and extensive format customisation is also available. These dynamic performance graphs can reflect changes in the ongoing status.This function shows the calls and agents status by statistics and comparative graphs based on the information that it monitors in ACD reports clients.

Following are some of the example performance graphs

§ Performance Graphs for Call Distribution Groups

§ Individual Agent's Status performance graphs

ACD Report Server

Report

The KX-NCV200 ACD Report Server is an indispensable call centre solution. It provides reporting functions for detailed analyses to help improve call centre performance. The KX-NCV200 Reporting function allows users to create detailed call information reports.The following highlighted examples are from among a sample of the reports provided.

KX-NCV200

Other FeaturesAgent Log-inEach agent is provided a unique ID code and a password. An agent uses this code and password to log into the system. This feature allows supervisors to monitor the agents individually and create reports of each agent instead of each extension.

Customer DataIf businesses decide to use and register caller information in the built-in database, the system can display all the call information related to the caller. Example of Customer Data windows is shown.

Management of Agents withOperator CodesACD Report Server provides functions for managing agents with operator codes. Each agent is provided a unique code called an Operator code. Agents are required to log in to the system by inputting their operator code in addition to the specified number to log in when they start working. This allows the manager to obtain the reports of each agent (operator) instead of each extension.

System ReportsSystem reports display a summary of the whole system cumulated for a selected time period.

Agent ReportsAgent reports show a summary of selected agents in the call centre, allowing supervisors to:

§ Obtain the status of each group, and

§ Allocate resources suitably.

Group ReportsGroup reports show a summary of selected ICD groups, allowing supervisors to obtain the status of each group.

Agent ID Based ReportsAgents can be assigned AgenID which can be used to trace individual Agents performance reports.

ACD Report Server shows a summary of selected agents. Agents are selected by Agent ID, and supervisors can obtain the status of each agent ID.

Each report shows the information as follows.

§ Log-in Duration

§ Total time of agent state such as Idle, Busy, Break, and Wrap-up

§ Number of incoming calls

§ Number of answered calls

Incoming Call ReportsManagers obtain call information on CO trunks cumulated for a given period.The information is as follows.

§ Calls that are distributed to ICD groups

§ Calls that have not been answered

§ Calls that are distributed tospecified extensions etc

Product Structure

ACD Monitor

Performance Graphs

Reports CO Call Report System Report Group Report Agent Report Agent (ID) Report

Logs Call Log Agent Log

Agent Log-in

ACD Report Server

Main FeaturesACD Report Client (Software)

Generates reports of incoming call information for ICD groups, defined and configured in the connected TDA PBX.

Prints out or sends email reports using external (SMTP) email server. Displays history of incoming call information. Provides a function to monitor the number of incoming calls and the number of answered calls for ICD groups, Queues and Agents by ACD (Automatic Call Distribution) monitor.

Displays graphs using the Performance Graph function.

ACD Report Server (Hardware and Software) Stores the incoming call information data that is displayed by the ACD Report Client.

Transfers the data to the ACD Report Client when requested for client-side processing.

Voice Processing System Multi language Voice & email solution Comprehensive announcement menu Visual mailbox management Custom Service Builder

RecommendationMinimumItem

System Requirements for ACD Report Client

CPU

RAM (Memory)

OS

HDD

Video

Communication

port (LAN)

Celeron 1.0 GHz

256-MB RAM

Windows 2000 Professional SP4

Window XP Home Edition SP2

Windows XP Professional SP2

2-GB hard drive space

1024 x 768

10BaseT

Pentium 4 1.6 GHz or higher

512-MB RAM or higher

Window XP Home Edition SP2

Windows XP Professional SP2

5-GB hard drive space

1280 x 1024

100BaseT or higher Applicable

PBX

Connection

Type

KX-TDA100/200 (V2.02)

KX-TDA600 (V2.03)

LAN (Optional KX-TDA0410

CTI Link Card is required)

Details

PBX Hardware

Design and Specification subject to change without notice.

ACD Report

PerformanceGraphs

ACD Monitor

ACD Report Clientsoftware on PC

ACD Report Server Supervisor

LAN

Reports are generated and thestatus is displayed.

System Connection Diagram

KX-NCV200

KX-TDA100/200/600

Built-in Voice Processing System

KX-TVM200 Built-in system capacity

0 to 24

Max 100h

Max 1024

KX-TDA200

Number or Ports*

Voice Storage

Number of Mailboxes

Recommendable PBX system

according to mailbox capacity

* Shows the number of simultaneous conversation channels, which also indicates the number of operators.

Please consult KX-TVM200 specifications for further details

PSQ

E104

8ZA

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d in

UK