Wallboard Products 1.0.0 (July 2008)
Avaya CMS Wallboards
Overview <ul><li>Products: </li></ul><ul><ul><li>Call Centre Wallboard </li></ul></ul><ul><ul><li>Agent Wallboard </li></u...
Call Centre Wallboard <ul><li>Feeds directly from a CMS server. </li></ul><ul><li>Designed for projecting on LCD/Plasma sc...
Call Centre Wallboard: Screen Shot
Agent Wallboard <ul><li>Feeds directly from a CMS server. </li></ul><ul><li>Very small footprint on screen. </li></ul><ul>...
Large Wallboard: Screen Shot
Realtime Agent Reporting <ul><li>Feeds directly from  CTI servers . Any number of CTI servers. </li></ul><ul><li>More gran...
Realtime Agent Reporting:  Scenario <ul><li>Problem: A call centre uses the IVR to perform customer authentication. The cu...
Realtime Agent Reporting:  Screen Shot – specify agents to monitor
Realtime Agent Reporting:  Screen Shot – when agents appear when they login
Realtime Agent Reporting:  Screen Shot – when the customer disappears
Realtime Agent Reporting:  Screen Shot – clicking on the agent ID, the historical view is shown
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Enjector Wallboard Products

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Understand what is happening in your call centre

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Enjector Wallboard Products

  1. 1. Wallboard Products 1.0.0 (July 2008)
  2. 2. Avaya CMS Wallboards
  3. 3. Overview <ul><li>Products: </li></ul><ul><ul><li>Call Centre Wallboard </li></ul></ul><ul><ul><li>Agent Wallboard </li></ul></ul><ul><ul><li>Realtime Agent Reporting </li></ul></ul>
  4. 4. Call Centre Wallboard <ul><li>Feeds directly from a CMS server. </li></ul><ul><li>Designed for projecting on LCD/Plasma screens. </li></ul><ul><li>Can be used within a web browser. </li></ul><ul><li>Web based client with flicker free updates every 3 seconds. </li></ul><ul><li>Cosmetically fully customisable using HTML. </li></ul><ul><li>Licensing: unlimited end points (tbc) </li></ul><ul><li>Requires single server connecting to CMS using SSH or telnet. </li></ul><ul><li>Can be deployed to remote locations using HTTP/HTTPS. </li></ul>
  5. 5. Call Centre Wallboard: Screen Shot
  6. 6. Agent Wallboard <ul><li>Feeds directly from a CMS server. </li></ul><ul><li>Very small footprint on screen. </li></ul><ul><li>Designed for embedding within web applications into its own HTMLframe. </li></ul><ul><li>Can be deployed into a docked area of the agent desktop. </li></ul><ul><li>Web based client with flicker free updates every 3 seconds. </li></ul><ul><li>Cosmetically fully customisable using HTML. </li></ul><ul><li>Licensing: unlimited end points (tbc) </li></ul><ul><li>Uses the same server as Call Centre Wallboard. </li></ul><ul><li>Can be deployed to remote locations using HTTP/HTTPS. </li></ul>
  7. 7. Large Wallboard: Screen Shot
  8. 8. Realtime Agent Reporting <ul><li>Feeds directly from CTI servers . Any number of CTI servers. </li></ul><ul><li>More granular information that Avaya CMS’s 15 minute summary view. </li></ul><ul><li>Interprets CTI data such as login, answer, transfer etc in the context of a business process. </li></ul><ul><li>Creates an in memory model of the activities in multiple call centres. </li></ul><ul><li>Once a call is completed it is stored into an embedded database. </li></ul><ul><li>Web based with flicker free updates every 1 second. </li></ul><ul><li>Ability to see all call centre agents or a group of agents for team leaders. </li></ul><ul><li>Cosmetically fully customisable using HTML. </li></ul><ul><li>Licensing: unlimited end points (tbc) </li></ul><ul><li>Requires a server and CTI server to connect. Integration services may be required. </li></ul>
  9. 9. Realtime Agent Reporting: Scenario <ul><li>Problem: A call centre uses the IVR to perform customer authentication. The customer call is transferred to the IVR, the agent is then in ACW. The call is transferred back to the same agent, problem they’re still in ACW. The call centre cannot breakdown the ACW time in CMS. </li></ul><ul><li>Solution: Using their CTI/Telephony platform, Enjector is able to break down the ACW time spent by the agent into these components: </li></ul><ul><ul><li>Talk time with the customer before and after coming back from the IVR. </li></ul></ul><ul><ul><li>The customer time in IVR when the agent transferred them. </li></ul></ul><ul><ul><li>The actual wrap up time. </li></ul></ul>
  10. 10. Realtime Agent Reporting: Screen Shot – specify agents to monitor
  11. 11. Realtime Agent Reporting: Screen Shot – when agents appear when they login
  12. 12. Realtime Agent Reporting: Screen Shot – when the customer disappears
  13. 13. Realtime Agent Reporting: Screen Shot – clicking on the agent ID, the historical view is shown

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