Interaction Center Smart - Siemens HiPath 1100 Programming Manual

Interaction Center Smart

Step by Step
Interaction Center Smart
Interaction Center Smart is a Call Center solution that al-
lows supervisors to monitor and track one or more UCD
Groups of up to 10 agents each, providing real-time data
that includes agent status, support statistics (by group
or by agent) and other types of information to help man-
age a Call Center.
With the Smart solution you can determine the number
of calls received, number of calls lost, times of day
when the highest number of calls are received and oth-
er pertinent information.
The system helps assess and improve your company's
support service while providing essential information in
an online environment or by generating reports.
The Interaction Center Smart solution provides two
tools:
Monitor - Real-time monitoring of agent status, queued
calls, and group statistics such as number of calls an-
swered and number of calls abandoned. This provides
continuos tracking of customer support services.
Analyst - Support Service statistical analysis by group
or by agent for specific periods of time gives the super-
visor complete flexibility. You can configure reports to
show detailed information including the number of calls
received, answered, abandoned, transferred, answered
within preconfigured profiles, as well as ACD call dura-
tion, total talk time, total queuing time and other infor-
mation.
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