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Automatic Call Distribution

Automatic Call Distribution (ACD) - Distributes calls evenly among member agents and provides initial and repeating announcements that encourage callers to remain on the line. Callers can leave a message if they choose to receive a callback from an agent. A client-based Supervisor position provides traffic management reporting capability.

Agent productivity and time management.

§  Customer service levels (speed of answer).

§  Abandoned calls.


                                        
 
 
  


 
 
  


Using this reporting package, management is ideally placed to schedule the right number of agents at the right time and ensure they are available to perform critical time sensitive tasks.


Agents can log on to any combination of up to 64 ACD queues simultaneously. Additionally, ACD can combine overflow between queues and provide reassurance messages to waiting callers. Since it is built in, ACD is cost effective and offers the ultimate in reliability.


ACD enhances Windows-based real time statistics and reports on ACD group traffic patterns and usage. This is an extensive set of configurable Real Time Windows and Reporter subsystems offering:


  • Real Time Status Window
    Displays vital agent status, state and connection information.

  • Real Time Statistics Window
    Provides a visual performance summary for lines, agents and ACD groups.

  • Call Queue and Wait Time Windows
    Shows the number of calls waiting and the longest wait time, as well as the number of calls answered and abandoned.

  • Wallboard Template
    Motivate and inform agents through a dynamic display of real time statistics and messages.

  • Reporter
    Allows ACD system administrators to create fully-configurable reports for display and printing.

  • Sub-Supervisor
    The optional Sub-Supervisor has all the capabilities of the inDepth+ computer at another PC on the network, without having to install a second inDepth+ system. You can have a maximum of 100 Sub-Supervisors on each inDepth+ system.

Many reports can be generated and reviewed, including the following:




For more information and the brochure, click here.