ACD

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Automatic Call Distribution (ACD) Report Server leverages and enhances the built-in ACD functionality in KX-TDA100/200 and TDA600 PBXs allowing businesses running Call Centres with extensive monitoring and detailed customised reporting - all designed to boost your business while reducing cost. The KX-NCV200 also comes with built-in high capacity feature-rich Voice Messaging System supporting unified messaging for added functionality. ACD Report Server - brings the combined power of monitoring, analysing and reporting for your informal call centre.

Automatic Call Distribution (ACD) allows companies to smoothly handle customer calls - distributing calls intelligently to the appropriate agents to help businesses provide the most efficient customer service. The Panasonic KX-NCV200 ACD Report Server comes with an easy and intuitive GUI based client software package allowing team supervisors and management staff of informal call centres with extensive monitoring and reporting right at their fingertips. The system leverages and enhances the built-in ACD functionality in KX-TDA 100/200 and TDA600 PBXs, allows small call centres to have a real-time view on agents, groups, queue, and system-wide performances, and extensive offline reporting and data processing - all designed to enhance business while keeping the overall cost down.

Monitor : (Click Here For Sample)

Clearly knowing real-time operating performance is vital to optimising call centre management. The Panasonic ACD Report Server lets supervisors monitor parameters, such as the number of active calls, agent status, queue status and agent/group performance. As an example the following parameters can be monitored:




Analyse : (Click Here For Sample)

The number of incoming/outgoing calls and accumulated call data that are monitored by the ACD Report Client can be plotted as real-time or offline graphs. The user can also select the data for producing graphs and extensive format customisation is also available. These dynamic performance graphs can reflect changes in the ongoing status. This function shows the calls and agents status by statistics and comparative graphs based on the information that it monitors in ACD reports clients. Following are some of the example performance graphs

Report

The KX-NCV200 ACD Report Server is an indispensable call centre solution. It provides reporting functions for detailed analyses to help improve call centre performance. The KX-NCV200 Reporting function allows users to create detailed call information reports. The following highlighted examples are from among a sample of the reports provided.

Incoming Call Reports: (Click Here For Sample)
Managers obtain call information on CO trunks cumulated for a given period.
The information is as follows.

Group Reports: (Click Here For Sample)
Group reports show a summary of selected ICD groups, allowing supervisors to obtain the status of each group.

System Reports: (Click Here For Sample)
System reports display a summary of the whole system cumulated for a selected time period.

Agent Reports: (Click Here For Sample)
Agent reports show a summary of selected agents in the call centre, allowing supervisors to:

Agent ID Based Reports: (Click Here For Sample)
Agents can be assigned AgenID which can be used to trace individual Agents performance reports. ACD Report Server shows a summary of selected agents. Agents are selected by Agent ID, and supervisors can obtain the status of each agent ID. Each report shows the information as follows.

Other Features:

Agent Log-in
Each agent is provided a unique ID code and a password. An agent uses this code and password to log into the system. This feature allows supervisors to monitor the agents individually and create reports of each agent instead of each extension.

Customer Data : (Click Here For Sample)
If businesses decide to use and register caller information in the built-in database, the system can display all the call information related to the caller. Example of Customer Data windows is shown.

Management of Agents with Operator Codes
ACD Report Server provides functions for managing agents with operator codes. Each agent is provided a unique code called an Operator code. Agents are required to log in to the system by inputting their operator code in addition to the specified number to log in when they start working. This allows the manager to obtain the reports of each agent (operator) instead of each extension.

Product Structure


ACD Report Client (Software)

Voice Processing System

System Connection Diagram