QPC FeatureNet MIS is the QPC contact centre management information system for the Nortel DMS-100 Meridian Digital Centrex switch. The MIS is distributed in the UK by BT.

Efficiency and reliability are keys to the success of all contact centre operations. The QPC FeatureNet MIS combines with the Digital Central Office A.C.D. service to bring these criteria to reality.

The MIS interprets call event data sent over the MIS data link from one or more Centrex ACD switches. Contact centre managers can then access critical information necessary for management of available resources within their contact centre operation. The system can handle one or more contact centres - up to 4000 active agents.

Detailed information is offered in three critical areas:

• Real-time ACD and Agent Performance Monitoring
• Historical Reporting and Data Archiving
• ACD Load Management

Real Time Colour Display Graphics
The key to ACD performance management is receiving important information as it occurs. The QPC FeatureNet MIS has continuously updated colour graphic screens. These screens simultaneously present queue and agent data for efficient analysis of call activity and staff performance. Specifically, detail and summary information is available on individual agents and groups, as well as on inbound / outbound traffic.

Display Layout
At a glance, contact centre managers receive a complete view of the current activity. This view includes a real-time display, queue activity and agent activity.

Historical Reporting
The QPC FeatureNet MIS historical reporting capability measures your success at reaching service quality objectives by:

• Monitoring the performance of personnel and equipment
• Determining how staff adjust to the workload
• Identifying peak and quiet times for better utilisation of personnel

The system is capable of storing detail and/or summary data for several months.

Load Management
The QPC FeatureNet MIS system enhances your ability to make on-line changes to the ACD configuration. A series of easy-to-use screens display current switch configuration parameters. The user can then dynamically alter the contact centre configuration in response to real-time calling patterns.

External Displays
The QPC FeatureNet MIS provides enhanced support for LED-based external displays, which allow you to communicate with your agents by sending custom messages to the contact centre floor.

Stat-VU Contact Centre Statistics Display
Delivers real-time ACD status information and custom messages to agents on a continuous basis. LAN-based windowing technique emulates an external display on each agent's desktop PC. Colour change and audible beep can be conditionally programmed to alert the agent to changing contact centre conditions.