Hipath Procenter V7-0 Manager

HiPath ProCenter Manager

HiPath ProCenter Manager

 Manager Features and Benefits  Administration Center  Broadcast Center  Report Center  Design Center  Telephony Center

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Manager Desktop A consolidated, intuitive user interface  Unified, visual management tools  Best-of-breed, workflow-style routing designer  Flexible, visual reporting  Powerful yet simplified “point and click” capabilities

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Manager Features Administration Center – Define and administer Users, Groups and Devices Broadcast Center – Define and administer Wallboard and Broadcaster views Report Center – Create and view Real-Time, Cumulative and Historical Reports Design Center – Create Routing Strategies and Queue Processing Flows by media Telephony Center – Synchronize with Telephony Platform and Device Resources

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Manager Benefits  Supervisors and business users can make administrative and design changes on-the-fly with intuitive configuration tools  Unique graphical Design Center with visual, workflow-style tools provides an easy to use, single point of design for queues and flows across media  Robust graphical Reporting Engine with customizable views including trend analysis for improved decision making and operational efficiency

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Administration Center Define and Administer Users, Groups, Queues and Devices

Administration Center

 Truly unified desktop for all system administration functions, with changes “on-the-fly”  Define and administer users, skills and contact handling preferences  Ability to “mass update” multiple user profiles  Profiles and Permissions model for management productivity with flexibility

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Administration Center

Define and administer:  Unavailable  Users  Profiles  Groups Reasons  Wrap-up  Skills  Departments Reasons  Servers  Work  Notifications Reasons  Wallboards

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Administering Users Central administration point for all user-related configuration:  Permissions assigned based on profiles or individual access rights by media  Users can belong to multiple groups (groups-based routing) or virtual groups (skills-based routing)  Personal performance targets  Team lists are configured for use in the agent client desktop application

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Managing Profiles

 Using Profiles managers can easily group user access permissions by media  Custom profiles can be created to meet specific requirements  Users can be assigned none, one, or multiple profiles  Individual user permissions can be edited within user profiles

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Groups Assignment for Groups-Based Routing

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Groups contain users with similar capabilities or call handling responsibilities Group-based routing matches a call with the best group of eligible users Each user can belong to up to 10 groups HiPath ProCenter Agile and Enterprise support Groups-Based Routing

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Skills Administration for Skills-Based Routing

 HiPath ProCenter Enterprise supports Skills-Based Routing  If Skills-Based Routing is licensed and activated, the Manager interface will update and show Skills and Virtual Groups  Seamlessly upgrade Groups to Skills and Virtual Groups

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Administration of Virtual Groups

 Virtual Groups represent a composite of skill requirements and skill levels needed to handle a contact type  Skill expressions provide flexibility when building Virtual Groups

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Administrating Skills and Skill Levels

 Skills-based routing can be activated with or without Skill Levels and preferences

 Activating Skill Levels results in Skill Levels appearing on the Resume tab

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Administrating Unavailable, Work, and Wrap-up Reasons

Unavailable Reasons – provided in the Agent or Associate desktop for selection when changing to Unavailable state Work Reasons – provided in the client desktop for selection when changing to Work state Wrap-up Reasons – provided in the client desktop for identifying subject matter or outcome when wrapping up a contact Page 15

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Administrating Departments, Notifications, and Servers

Departments – definition of departmental groupings for use in reporting Notifications – pager and email alerts based on status of system servers Servers – configuration of server names and port numbers, as well as any auxiliary Real-time servers Page 16

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Administration Center – Features and Benefits Summary

Features  Powerful, yet simplified interface for administrative functions  Pre-built, editable user profiles and related permissions  Setup user, group and department associations Benefits  Management productivity and streamlined initial system setup  Supervisors and managers can make administrative changes “on-the-fly” with intuitive point-and-click tools Page 17

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Broadcast Center Define and Administer Wallboards and Broadcaster Views

Calls in Queue for Customer Service = 10 Agents Available in Group Customer Service = 8

Broadcast Center

 Easy point-and-click setup for defining rules-based wallboard and Agent Broadcaster “ticker tape” output  Send real-time statistics and performance data for all media directly to user desktops, clientconnected plasma displays or wallboards  Configure rules-based thresholds to alert agents of changes in important operational conditions

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Defining Wallboards

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Native support for IP wallboards, and for serial boards via an external converter Integrated support for nine Spectrum wallboard models supported “out of the box” – additional custom types can be defined Once wallboards are defined they are available to receive views

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Creating Views and Distributions

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Customizable Views display information such as supervisor messages, and key performance statistics for Voice, Email, Web and Callback Configurable thresholds influence visual display characteristics Distributions are groups of users or wallboards to which Views are assigned Siemens Communications

Creating Wallboard and Broadcaster Views

 Easy point-and-click setup for rules-based Wallboard and Broadcaster “ticker tape” output  Thresholds and alarms for Group, Queue, and User based statistics  Alert users by changing text color, font, bolding, italic, underline, and flashing  Configurable Broadcaster font size and background color Page 22

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Broadcast Center – Features and Benefits Summary Calls in Queue for Customer Service = 10 Agents Available in Group Customer Service = 8

Features  Real-time statistics and performance data directly to user desktops, wallboards or client connected plasma screens  Configurable rules-based thresholds Benefits  Allows users to focus on desktop for operational statistics or performance feedback  Exception conditions highlighted to users via threshold alerts and notifications

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Design Center Create Routing Strategies, Call and Queue Processing Flows

Manager Application - Design Center  Fully integrated into HiPath ProCenter Manager desktop with intuitive, workflow-style design tool for multimedia routing strategies  Easy-to-use single point of design for all routing strategies, self service applications, and queue processing flows  Visual definition of multi-site networking workflows  Library of configurable, reusable routing and queue processing components  Routing strategy and queue processing flows are checked and validated for completeness in real-time

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Design Center for Multimedia Routing Voice

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Email

Web Collaboration

Outbound/Callback

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Design Center - Voice Routing  Conditional and data directed routing strategies assign caller to the most appropriate queue  Contacts wait in a queue until handled by an agent  Contacts can overflow to subsequent group or virtual skills group based on elapsed time in queue  Easily integrate Call Director IVR components within a voice routing workflow

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Design Center - Email Routing  Easy-to-use single point of routing design for all routing strategies and email processing flows  Email subject and body text automatically analyzed and categorized by subject matter  Conditional and data directed routing strategies assigns email to the most appropriate queue  Configurable, reusable email components used to build flows

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Design Center - Web Collaboration

 Web Collaboration requests are categorized and routed by web page origin, customer inputted data, language or external database look-up  Offers configurable, reusable components to ease the definition of routing and queue processing strategies, such as  Schedules for Time of Day / Day of Week routing  Auto-push Messages and Performance Messages  Auto-push Web pages (via URL)

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Design Center - Outbound/Callback  Agents can create scheduled callbacks through the Agent desktop  Callbacks are routed according to schedule, groups and virtual groups  Abandoned in queue calls can be salvaged via automatic Callback creation  Optional outbound import list provides the ability to automatically import lists and schedule them in the Callback server for execution

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Design Center - Call Director  Fully integrated IVR in Design Center workflow  Auto-answer, greetings, intelligent messages and announcements  Menus and caller navigation ‘automated pre-routing’  Digit collection and related screen pop for Agent or 3rd party application (e.g. Microsoft CRM)  External database ODBC read and write access via workflow for basic self-service transactions  Dynamic, multi-format Numbers-to-Speech playback

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Design Center - Multisite Networking  Design Center’s multi-site networking can unify up to 5 networked sites  Networking performance criteria are based on both queue and site performance  Execute different networking strategies based on multiple criteria, such as time of day/day of week, service levels, or other conditional criteria  Ability to dynamically change the networking flow based on changing business needs

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Design Center - Microsoft CRM Screen Pop  Easy to implement screen pop functionality using a fully integrated component in Design Center  Identify and retrieve customer record based on ANI (Caller ID) or collected data (Inputted digits)  Customer file screen pop pushed to agent desktop synchronized with each incoming call  Microsoft CRM screen pop integration feature is included at no extra charge

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Design Center - Custom Function  Custom Function component enables execution of external applications (COM, DLL) to influence routing strategy or invoke external application process  Usage Example:  an external application is invoked to perform automatic purchase history calculation from a sales orders database  the values of this calculation are returned to the HiPath ProCenter workflow  callers who made the most purchases in the last 12 months are enqueued with high priority

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Design Center – Features and Benefits Summary Features  Design your routing strategies with visual “workflow” tool across all media  Easily make routing changes “on-the-fly” as required  Build intelligence into your contact handling strategy  Conditional routing  Data-directed routing  Relationship based routing  Integration feature with Microsoft CRM included at no extra cost Benefits  Improved management productivity  Design routing to meet your customer satisfaction goals  No special technical or scripting skills required Page 35

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Report Center Create and View Real-time, Cumulative and Historical Reports

Report Center

 Robust graphical Report Center with customizable views  Integrated real-time, cumulative and historical reports for all media (voice, email, web and callback)  Trend analysis and projection for improved decision making and operational efficiency  Detailed contact source and agent activity reports on call-by-call basis

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Defining Historical, Cumulative and Real-Time Reports

 Define a virtually unlimited number of historical, real-time and cumulative reports  Choose from a comprehensive range of statistical values for blended as well as media specific reports  Use an intuitive point-and-click interface for defining reports  Create thresholds and alerts for key business metrics “on-the-fly”

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Using the Real-time Viewer  Simultaneously view up to four real-time and cumulative reports  Enhance management decision making with a built in analytic model for trend analysis and projection  Automatically updated on screen at configurable refresh intervals  Define audio and visual threshold alerts when operational metrics are exceeded

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Reporting and Monitoring in a Networked Contact Center Environment HiPath ProCenter Enterprise Provides Real-Time and Cumulative Views for Networked Contact Center Sites:  Intuitive point-and-click interface for defining site-level reports  Thresholds based on site-level real-time statistics such as Service Level or Estimated Wait Time, audio and visual alerts and notifications for any or all sites monitored  Central Reporting Server provides historical reports for all networked sites

Real-Time Multi-Site Monitoring

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Report Viewer  Create customizable historical reports in flexible graphical and tabular formats  Output reports for onscreen display, printing, or export to various file formats (Excel, HTML, CSV (Text), PDF)  Use the report scheduler to automatically run or print reports on a daily, weekly or monthly basis

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Activity Reports  Easy-to-use interface for defining and running detailed activity reports  Examine the step-by-step chronological progression of any incoming contact  Report on detailed progress of scheduled callbacks, email, web interaction, or incoming voice calls  Search and view contact details by User or by Source for a specified time period  Definable time windows, collapsible data views

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Report Presentation and Export

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View reports on screen or print

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Export reports to a variety of formats: Microsoft Excel Web Page (HTML) CSV (Comma Delimited) Adobe Acrobat Portable Document Format (.PDF)

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Specify print or export options, such as: Page orientation Report headers and footers Colors and borders Predefined report styles Siemens Communications

Report Center – Features an Benefits Summary Features    

Fully integrated graphical and tabular report center Powerful, flexible, intuitive interface designed for the business user Easily customized real-time views with trend analysis Specify multiple views for fast and easy access

Benefits  Powerful decision making and monitoring tools for operation efficiency and planning  Spot trends and respond before customer service problems arise  No need for external report writer or to engage Professional Services for custom reports

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Telephony Center Synchronize with Telephony Platform and Device Resources

Configuration Synchronization

 Simplifies synchronization of telephony platform and HiPath ProCenter Agile and Enterprise configurations  Reduces duplicate telephony platform and system configuration tasks  Logs configuration errors and omissions

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Extensions

Recognizes ranges of extensions so they don’t have to be manually entered into the system  User extensions: A user extension is configured for users accessing the client desktop applications  Call Director extensions:  Interactive – A port that is used for each call. The port can be used to play messages, or obtain information from the caller.  Announcement (HiPath 3000 only) – A port that is used for many calls. A message can be played using this port to a group of calls. The caller may not interact with the system with an Announcement port.

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Telephony Center – Features & Benefits Summary

Features  Helps synchronize communication platform and HiPath ProCenter Agile and Enterprise server resources  Automatically detect and identify synchronization errors or mismatched resources Benefits  Expedited implementation process – up and running faster  Reduce duplicate administration tasks  Streamline platform resource maintenance

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HiPath ProCenter Manager