Call Center ACD reporting for productivity consists of 1) Queue 2) Agent and 3) Agent-Queue reporting metrics. Typically these reports cover different facets of the call center floor performance offering real-time and historical perspective into the overall functioning of the contact center.
Real time Monitoring and Supervisor Dashboards for Asterisk
Last updated: August 11, 2016
With the rapid adoption of Asterisk within the contact center industry, the demand for real time reporting and powerful supervisor dashboard is stronger than ever. Though the built-in call center ACD within Asterisk is very good, it not meant to be a replacement for the heavy lifting that a call center software will provide.
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Handling Web Leads through ACD Skills based Routing
Web lead generation through Internet is an important source for customer acquisition. It is critical to assign these leads to suitably skilled agents for callback at the earliest available opportunity. Advanced call center ACD software with skills based routing provide Web services API that allow the leads to be inserted into queues for callback through Skills based Routing.
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Applications for Unified Queue Management
Skills based routing has been the backbone of ACD based call routing. Multiple Agents and Multiple Queues are matched by the ACD to route individual calls to the most appropriate Agent. Queues require skills to handle calls and Queues have priority. Agents are assigned skills with skill levels. All agents are automatically logged into all the queues for which they have the required skills. This can be extended to other media type as well.
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Skill-based and vertical-based routing for Web Generated Leads
Skills based Routing is the most effective way of identifying an appropriate representative within a contact center to handle every available prospect or call. This is achieved by carefully matching the consumer/prospect requirements with the knowledge base of the available representatives. This process leads to better understanding of the customer requirements, establish trust, improve sales and enhance customer satisfaction.
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Web Services API for Asterisk based ACD
The dominance of Asterisk in the hybrid PBX market is unquestionable. So is the use of Asterisk as a primary telephony platform for contact centers around the world. Customer contact operations also require a powerful ACD and Dialer. Larger operations require more automation and standardized method of integration for the administration and management of the contact center software.
Asterisk telephony with complementary ACD
Asterisk is one of the most flexible and powerful hybrid PBX available for building out an IP telephony platform, whether it is a premise based setup or a cloud based install. With rapid rise in the deployment of Asterisk, vertical application builders are looking for a fully developed ACD to complement Asterisk. Q-Suite ACD has been built grounds up to fit this particular need. Q-Suite is a unique full function ACD that can scale to multiple Asterisk servers. It is available for deployments in applications where customers require complete control over Call-flow and Queue management on top of the standard skills based routing.
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Reporting Real-time and Historical Contact Center performance for Workforce Management
Larger contact center operations require statistics and reports from the floor to determine productivity, staffing and performance. Modern Contact Center ACD and Dialers are software driven and should be capable of feeding real-time and historical data and reports to the Dashboards as well as Workforce Management (WFM) Solutions. Workforce Management software applications use real-time and historical contact center report data to optimize performance and increase productivity of the call center operations. This provides control over labor cost, increase the level and consistency of customer service, optimize employee utilization and maximize revenue generation. Management can make informed decisions by looking at key performance indicators generated from different real-time reporting sources within the contact center software.
Integrating CRM and ERP Applications To Phone Services
Customer Relationship Management (CRM) software record, unify and manage the business processes. It is usually industry specific and highly evolved. In most cases, there is a close relationship between phone services and CRM. The need to integrate phone services with a CRM or an ERP application is growing and presents an unique opportunity for CRM/ERP vendors to enhance product offering and increase productivity for its end-users. Phone service integration with sophisticated ACD and Dialer features will enhance the usability of the CRM and ERP software. Continue reading “Integrating CRM and ERP Applications To Phone Services”
ACD requirements for improving efficiency through Contact Center Queue Setup
Effective use of Queues and IVR (Interactive Voice Response) within a back office phone system or call center ACD (Automatic Call Distributor) will have positive impact on the overall efficiency and productivity. A versatile ACD capable of supporting flexible queue arrangement and call handling is essential to meet the queuing demands and requirements of modern inbound contact center operation.
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