The document describes the contact center workflow and reporting capabilities. The contact center workflow involves queuing customer calls, assigning agents to service calls, and monitoring agents and call outcomes in real-time. The system provides both real-time reporting on current contact center metrics and agents, as well as historical and analytical reporting to analyze trends over time. Supervisors can monitor live agent-customer interactions and see real-time contact center status metrics. The system also generates standard historical reports that can be filtered and further analyzed in Excel.

1. Contact Centre
Workflow

2. Contents
• High Level Design
• Contact Centre Workflow
• Dialler Workflow
• MIS Framework
• Real-time & Systematic Reporting
• Historical & Analytical Reporting

3. High Level Design - 1
High Level Design - Contact Centre Workflow
CRM Server
Client/ CRM
Server
WFM
Contact Centre - Operations
Primary/Secondary
Call Queuing
Customer Servicing
Successful Call
Completion
QMS
Client

4. Contact Centre Workflow
Data Admin & Analytics Team
Contact Centre Team
Supervisor
Quality &
Compliance
Reportings
Client
Analytics Enabled - Contact Centre Workflow

5. Dialler Workflow
Agent Skilling According to
Language, Priority Queuing Etc.,Agent Skilling
Daily Data Upload In The
Prescribed Format
Data Upload
Campaign Selection of Preview, Predictive or
Progressive
Campaign Selection
Campaign Dial settings such as Phasing, Overdial Rate,
Average Wait Time Etc.,
Campaign Settings
Monitoring of Records at the backedn on the Utilization and the
Dialing of Accounts
Campaign Monitoring
Agent Monitoring In Real-Time Basis to control Idle rates and Abandoned
rates and Increase Contactability and such as Productivity
Agent Monitoring
Re-Churn of accounts on a timely basis to ensure Proper Agent Utilization and PRI
Utilization
Re-Churning

6. MIS Framework

7. Real-time & Systematic Reporting
CONTRACTNUMBER CUSTOMERNAME USERNAME RESPONSE PREMIUMAMOUNT DUEDATE REMARKS DISPOSITION_DATE POLICYSTATUS PRODUCT_TYPE
2544758 MRSRadhika Devi CP5223 NOTREACHABLE 10000.76 10-Dec-13 NotReachable 29-Oct-12 Tied&Alliance
2545161 MRLingarajG. Kocharikar AR5374 MAJORCHANGEINDOB 4999.78 15-Apr-13 MajorChangeinDOB-5/12/1976 29-Oct-12 Received Tied&Alliance
2545227 MRSAshwini Deshapande AR5374 DISCONNECTINGTHECALL 9000.79 15-Oct-13 Disconnectingthecall 29-Oct-12 Tied&Alliance
2541508 MRVallabh Sorathiya DR5135NOTWILLINGTOPROVIDEANYINFORMATION12001.79 10-Apr-13Notwillingtoprovideanyinformation 29-Oct-12 NA Tied&Alliance
2545098 MRN.P.ValiBasha Naduvalumanb AR5374 NOTREACHABLE 24999.4 15-Oct-13 NotReachable 29-Oct-12 Tied&Alliance
2544681 MRNihar Sahoo CP5223 PHONEALWAYSENGAGE 2099.53 12-Dec-12 PhoneAlwaysEngage 29-Oct-12 Tied&Alliance
2545532 MRThondanchirakkal Sameer AR5374 NOCHANGE 50000.71 15-Oct-13 NoChange 29-Oct-12 Received Tied&Alliance
2540809 MRUdaya Mohanty DR5135 RINGINGNORESPONSE 3108.16 28-Nov-12 RingingNoResponse 29-Oct-12 Tied&Alliance
2543156 MRAdityavarma Kopparapu VG5136 NOCHANGE 5199.45 09-Apr-13 NoChange 29-Oct-12 Received Tied&Alliance
2544569 MISSRashmi Kashyap CP5223 NOCHANGE 50126 10-Dec-13 NoChange 29-Oct-12 NotReceived Tied&Alliance
2543094 MRH. Ramachandrareddy VG5136 NOCHANGE 6298.8 09-Apr-13 NoChange 29-Oct-12 Received Tied&Alliance
2541459 MRKamlesh Kumar DR5135 NOCHANGE 9990.45 10-Apr-13 NoChange 29-Oct-12 NotReceived Tied&Alliance
2543186 MRNarayana Sutari VG5136 INVALIDNUMBER 9998.73 09-Oct-13 InvalidNumber 29-Oct-12 Tied&Alliance
2544551 MRChandanRameshware Chaturvedi CP5223 MAJORCHANGEINDOB 2064.89 12-Dec-12 MajorChangeinDOB7JUNE1977 29-Oct-12 NotReceived Tied&Alliance
2545190 MRNingappa Kuri AR5374 BUSYTOBECALLEDLATER 60000.44 15-Oct-13 Busytobecalledlater 29-Oct-12 Tied&Alliance
2543329 MRSJyothi P. VG5136CLIENTNOTAVAILABLE-DETAILSCONFIRMEDFROMDEPENDANT9998.7 09-Oct-13Clientnotavailable-Detailsconfirmedfromdependant29-Oct-12 Received Tied&Alliance
2544611 MR.. Prakash CP5223 RINGINGNORESPONSE 8250.29 10-Dec-13 RingingNoResponse 29-Oct-12 Tied&Alliance
2541415 MRHaninder Singh DR5135 NOCHANGE 2061.8 12-Apr-12 NoChange 29-Oct-12 Received Tied&Alliance
2545805 MRKarnireMullaguddeAbubakarAli AR5374 NOCHANGE 9999.85 15-Oct-13 NoChange 29-Oct-12 Received Tied&Alliance
2544544 MRAteef Durrani CP5223MAJORCHG-WRONGNO/QUITTHECO. 6185.4 10-Dec-13 WRONGNUMBER 29-Oct-12 NA Tied&Alliance
2543082 MRSPurnima Kamarajugadda VG5136 NOCHANGE 2166.38 09-Dec-12 NoChange 29-Oct-12 Received Tied&Alliance
2544676 MRVirendra Singh CP5223 RINGINGNORESPONSE 2250.45 12-Dec-12 RingingNoResponse 29-Oct-12 Tied&Alliance
2541621 MRBenudhar Rana DR5135MAJORCHG-WRONGNO/QUITTHECO. 6499.82 04-Apr-13 MajorChg-Wrongno/Quittheco. 29-Oct-12 NA Tied&Alliance
USER_NAME8AM_TO_9AM9AM_TO_10AM10AM_TO_11AM11AM_TO_12PM12PM_TO_1PM1PM_TO_2PM2PM_TO_3PM3PM_TO_4PM4PM_TO_5PM5PM_TO_6PM6PM_TO_7PM7PM_TO_8PM8PM_TO_9PMTOTAL_CALLCONTACTABLE NOTCONTACTABLE
AD5416 0 0 0 0 3 24 27 14 17 36 23 2 0 146 60 86
AK5212 0 0 17 22 33 26 20 21 19 23 34 0 0 215 80 135
AR5374 0 9 25 16 35 22 24 25 23 23 9 0 0 211 96 115
CP5223 0 9 20 25 32 19 45 23 26 24 3 0 0 226 119 107
DR5135 0 8 21 26 23 27 14 26 26 22 18 0 0 211 118 93
SB5228 0 0 23 16 31 32 14 33 25 20 28 0 0 222 100 122
VG5136 0 7 26 15 34 44 16 29 22 25 3 0 0 221 87 134
Real time monitoring and reporting provides critical contact
center metrics and gives supervisors the ability to manage their agent teams
effectively. Authorized supervisors can monitor live agent and customer
interactions from any location. A supervisor uses a web browser to pick an
agent to monitor. GUI buttons allows the supervisor to observe, select another
agent or quit monitoring.
Authorized supervisors are able to see in real time the status of their contact
center through a web browser. Available statistics such as Service Levels versus
Goal, the number of calls in progress, the number waiting, and the longest
waiting interaction per queue/skill are available to the supervisor, as well as
real-time agent status graphs indicating the percentage of time in various states
(e.g., on call, waiting, wrap up, on break, etc.).
Real-time & Systematic Reporting

8. Historical & Analytical Reporting
Our CRM & ACD Systems provides standard historical reporting with extensive
filtering capabilities. Reports are generated on demand and can be selected by
date interval, agents, agent groups, queues and type. Inbound traffic is
constantly fluctuating, outbound lists and campaigns change, and the agent
workforce is continually evolving. In order to maintain predictability in a call
center environment, managers must utilize historical information that provides
insights into trends and rising challenges. The reports can be further customized,
analyzed and manipulated by Excel’s familiar functions.
 Access vital canned or ad-hoc contact center statistics on demand
 Analyze reports and trends, identify areas for improvement
 Use a familiar application - Microsoft Excel - to further customize the reports
and analyze the data
Historical & Analytical Reporting