We understand the importance of MIS as a vital tool for contact centre managers, supervisors and team leaders. It allows them to set service level objectives, measure performance and identify and respond to potential problems in real time. The use of a MIS solution supplied by QPC, benefits customers, employees, the contact centre and the organisation as a whole. These benefits include:

• Improved customer service
• Increased detailed information on performance
• Reduced staffing and telecommunication costs
• Improved overall efficiency

Managing your call centre with QPC's ACD-MIS software will increase productivity and lower costs to you. By integrating our Automatic Call Distribution software with your telecommunications system you can monitor call patterns on a day to day basis, in real time. Colour-coded real time screens enable supervisors to monitor agent status and performance 'at a glance'. Historical reports offer in-depth analysis of the call centre's activity over time, making it easier to predict future trends, monitor resources, schedule staff and assess performance.

Benefits

VU-ACD/100, combined with the DMS-100 digital switch, offers the following benefits:

• Increased Call Completions
• Lower Network Costs
• Improved Customer Satisfaction
• Improved Agent Productivity
• Real-Time Colour Graphic Displays

The key to ACD performance management is receiving important information as it occurs. Continuously updated colour graphic screens simultaneously present queue and agent data for efficient analysis of call activity and staff performance. Detail and summary information is available on individual agents and groups, as well as on inbound / outbound traffic.

Features

Real-Time Agent Adherence
Schedules can be entered manually or via the optional FMS Schedule Interface so that Agents' adherence to their schedules can be tracked and any exceptions highlighted immediately to Supervisors.

Load Management
The VU-ACD/100 system enhances your ability to make on-line changes to the ACD configuration. Users may dynamically alter the call centre configuration in response to real-time calling patterns.

Permissions
An access control structure tied to user login name allows the system administrator to tailor feature, display and device access for each user. Information shown on display screens and indicated in reports can be limited to one, several or all ACD Groups within the system. Each user can be given access to one or more output devices, including printers and fax modems.

Line of Business and Closed Key Codes
Using three-digit programmable line of business codes, agents can enter specific account codes or category identifiers for any ACD call. Using the Closed Key Walkaway function, the VU-ACD/100 system can track an agent's closed-key (unavailable) state as well.

Flexible Outputs
VU-ACD/100 interfaces with a variety of output devices, including dot matrix and laser printers, external displays, fax and printer modems. Print queue management allows users to monitor, pause and cancel print jobs.

Screen configuration
With the GUI interface each user can reconfigure the information shown on the Real-Time Display. Variables include the height of Upper and Lower Windows, as well as the order and appearance of data fields in the Upper and Lower Data-boxes.

Main Menu
A series of drop-down menus provides instant access to menu functions from the Real-Time Display. All administrative and reporting tasks are accomplished via the menus. A Menu Bar across the top of the Real-Time Display simplifies access to the Main Menu, screen configuration functions and system information.

User Defined Alarms
VU-ACD/100 can display alarms whenever predetermined user performance levels are not met. For example, acceptable service quality parameters can be set at 90% of all calls answered in 15 seconds or less. If this parameter is exceeded, the system responds with a visual alarm (colour change). Problems that might otherwise be over-looked are thus highlighted for "corner of the eye" identification.

Historical Reporting
VU-ACD/100's historical reporting capability measures your success at reaching service quality objectives by monitoring the performance of personnel and equipment, determining how the staff is adjusting to the workload, and identifying peak and lag times for better utilisation of personnel. The system is capable of storing detail and/or summary data for several months.

Report Groups
This feature provides a convenient way to maintain a list of reports that can be scheduled to print automatically. Users create/edit report groups and schedule them to print immediately, hourly, daily, monthly or once only.

Database Table Export
This feature extracts historical data from the report database, reformats it into Comma Separated Variables (CSV) file format, and copies it to a DOS formatted floppy diskette or hard disk. CSV files may be readily imported into a spreadsheet program such as Microsoft Excel for Windows. Custom VU Report Writer VU-ACD/l00 allows call centre managers to design and customise their own reports, allowing users to create calculations and comparisons from captured data, and use that data in a report format of their own design.

Customised Report
VU-ACD/l00 allows call centre managers to design and customise their own reports, allowing users to create calculations and comparisons from captured data, and use that data in a report format of their own design.

External Displays
VU-ACD/100 provides enhanced support for LED-based External Displays, which allow you to communicate with your agents by sending custom messages to the call centre floor. Support is also provided for audible alarms, which can be used to draw attention to urgent messages. Stat-VU Call Centre Statistics Display Delivers real-time ACD status and 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.

Stat-VU Call Centre Statistics Display
Delivers real-time ACD status and 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.

Capacity
4000 Agents · 96 Remote Supervisor Terminals · 50,000 Busy Hour Call Load · 256 ACD Groups · 20 Spectrum DMS Switch Nodes · 256 separate tenants · 88 Standard Reports · Unlimited Custom Reports · 128 Printers · 40 Fax Modems · 150 Wallboards/Stat-VU Display Groups · 75 Stat-VU Clients from each Supervisor Workstation/Stat-VU Master