Transcript
AQM –
Agent Quality Management
M e a s u r e, m a n a g e a n d i m p r o v e t h e c u s t o m e r i n t e r f a c e.
P R O D U C T D ATA S H E E T
OVERVIEW Low cost, low impact and scalable quality improvement solution for busy contact centers. HIGHLIGHTS ™
™
™
™ ™
™
™
™
Enhances business performance - enables better customer service, aids increased customer satisfaction and retention. Reduces staff turnover - objective evaluation, scoring and reward schemes improve skills while boosting agent retention. Optimizes the customer interface - informs better businesses systems and processes, ensures adherence to corporate quality objectives, and helps instil a quality culture. Scalable - grows as contact centers and workforces grow. Effectiveness - helps achieve quality targets through the managed assessment of agents and the setting of training goals. Differentiation - customers will appreciate the difference that real quality management can make to levels of customer service. Comprehensive - informs the enhancement of systems and processes too, with the potential for all-round continuous improvement. Productivity - eliminates the need for live listening and intrusive floor walking.
F E AT U R E S ™
™
™
™
™
Combines three class-leading components - Agent Assessment, Rules Recording and Record On Demand to form one fully integrated quality management solution. Agent assessment allows users to score call quality against a pre-defined set of questions. Using a simple graphical interface, quality supervisors can control the entire replay and assessment session through a single screen. Rules recording lets users define and capture a random sample of calls for each agent. This helps ensure impartiality and means supervisors can run assessments off-line at a time to suit themselves. Record on demand puts the power of instant call recording at agents' fingertips, letting them capture exceptional or abusive calls and providing a valuable confidence booster. Integrated performance reporting includes a range of pre-configured reports for analyzing agent, group and supervisor/auditor performance, speeding the production of improvement strategies.
TECHNICAL PROFILE AGENT ASSESSMENT / RECORD ON DEMAND L A N B A S E D O R S TA N D A L O N E
Agent Assessment can be run standalone or shared over TCP/IP LAN. D ATA B A S E
AQM includes a packaged version of Microsoft SQL server suitable for small to medium sized systems. Customers may wish to upgrade at additional cost to the full version of Microsoft SQL Server 7.0 if: ™
Agent Assessment is used in systems with > 100 agent positions
™
Agent Assessment is used in systems with > 4 concurrent supervisor licenses
™
Rules Recording application controls > 16 recorder channels
M I N I M U M R E C O M M E N D E D S E R V E R S P E C I F I C AT I O N : ™
IBM compatible PC with a PIII 600MHz processor, or equivalent
™
256Mb RAM
™
SVGA display with minimum resolution of 1024 by 768
™
CD ROM drive for software installation
™
Hard Disk: – 500Mb for application including database – 1Mb/minute for saved assessed recordings anywhere on the network
™
Windows NT 4.0 Server with service pack 5 or greater
™
Internet Explorer 4 Service Pack 2 or greater
™
Windows sound system for playback if required
M I N I M U M R E C O M M E N D E D C L I E N T S P E C I F I C AT I O N ( S u p e r v i s o r P C ) : ™
IBM compatible PC with a P200 processor, or equivalent
™
128Mb RAM
™
SVGA display with minimum resolution of 1024 by 768
™
CD ROM drive for software installation
™
Hard Disk – 10Mb for application – 18Mb max for prerequisites e.g. MDAC
™
Windows 95, 98, NT 4.0 SP 5 or 2000
™
Internet Explorer 4 Service Pack 2 or greater
™
Windows sound system compatible sound card and speakers
RULES RECORDING As above, plus: G L O B A L R E C O R D I N G C O N F I G U R AT I O N
The recorder shall be connected to each extension and supports a Mirra or Wordnet recording system. The Rules Recording application simply identifies each recording captured for quality assessment as defined by the scheduler. D Y N A M I C R E C O R D I N G C O N F I G U R AT I O N
The recorder is connected to a pool of dedicated supervisor extensions and dynamically records each agent using the service observe/silent monitor feature of the ACD as defined by the recording schedule. This configuration is currently supported in a Nortel Meridian 1 or Avaya Definity environment. NORTEL MERIDIAN 1
AVAYA D E F I N I T Y
™
16 ports (channels) per PCI card
™
16 ports (channels) per PCI card
™
VoiceBridge Card*: VB2009
™
VoiceBridge Card*: VB2009
™
Phone Model: 2616
™
Phone Model: 8434
™
Switch software: Release 15 or greater
™
Switch software: G3 V3 or greater
VOICEBRIDGE CARDS* ™
Each VoiceBridge card requires a PCI slot in the server
™
Each VoiceBridge card supports 16 ports (channels)
™
Maximum of 6 cards can be installed in a single system
™
Each VoiceBridge port is connected to a dedicated digital supervisor extension
International Headquarters (Israel) tel 972 9 775 3777 Americas tel 1 866 999 NICE (6423),
[email protected] United Kingdom tel 44 (0)870 722 4000
w w w. n i c e . c o m
Germany tel 49 (0) 69 971 770 France tel 33 1 53 43 91 84 Hong Kong tel 852 2598 3838
P/N 406F0166-01. 11.02. 360º View, Agent@home, Big Picture Technology, Executive Connect, Executive Insight (in Australia only), Experience Your Customer, Investigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE, NiceAdvantage, NICE Analyzer, NiceCall, NiceCLS, NiceCMS, NICE Feedback, NiceFix, NiceGuard, NICE Learning, NICE Link, NiceLog, ScreenSense, NiceScreen, NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse LIVE, NiceVision, NiceVision Harmony, NiceVision Mobile, NiceVision Pro, NiceVision Virtual, NiceWatch, Renaissance, Secure Your Vision, Tienna, Wordnet and other product names and services mentioned herein are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners.
