You already know that Automatic Call Distribution (ACD) Plus is the best way to maximize your call center's productivity. Now, how do you track ACD traffic and statistics? In real time? Compile and analyze that information, both current and historical, into customized, printable reports? And, how do you manage it all through an easy-to-use PC interface? With the Electra-Stat ACD Plus Reporting Package.

ELITE ACD PLUS SPECIFICATIONS

The Elite ACD Plus for the Electra Elite?IPK supports 40 agents and 12 supervisors.

Up to four ACD Groups can be assigned per system. 
Agents and supervisors can be an active member in up to four ACD groups at one time. 
Calls can be distributed to agents either on a longest idle condition or on a preferred agent basis where each agent is assigned a preference level. 
Calls are answered on a first-in/first-out basis. 
DIT, ANA, DID or CO Ring transfer calls can terminate at a pre-arranged ACD group of agents. 
The administrator's program can utilize a Local Area Network to allow administration and up to five remote PC's.

The Elite ACD Plus for the Electra Elite?IPK features the following:

Agent and Supervisor Functions

Answer/Release-Headset - This feature allows an Agent using a headset, to answer or release an ACD call. This feature uses the Headset On/Off key that is assigned on a line key in system programming.

Assistance - This feature allows an Agent to call the ACD group Supervisor for assistance. Activation of this feature, while on an ACD call, automatically places the active call on hold and places an assistance call to the Supervisor. This feature uses a Feature Access or One-Touch key.

Break Mode - This feature allows the Agent to take a position out of the ACD mode without logging off. Break Mode is used for breaks from work (e.g., lunch or coffee breaks). This feature uses a soft key on the telephone.

Control of Night Mode - This feature allows the Supervisor to activate Night Mode. This feature can be activated and deactivated by the NT key that is programmed on a Feature Access or One-Touch key on the Supervisor terminal, or by logging in as a Supervisor and placing an individual queue in Night Mode. Each queue can be programmed to follow system Night Mode or to ignore it. If a queue is set to ignore system Night Mode, the only way it can be placed in Night Mode is by the Supervisor logging in and manually placing it in Night Mode.

Logon/Logoff - This feature allows an Agent to logon/logoff the system. Operating statistics are collected for the Agent until they logoff. Logon is done by the Agent dialing the pilot number for the ACD port and following prompts that appear on the display of the telephone. Logoff is done by pressing the Logoff soft key that is on the Agent Position.

Monitoring (Barge-In) - This feature allows the Supervisor to monitor calls at an Agent Position. This feature is activated by a key operation on the Supervisor Terminal. During monitoring, the Conference LED at each involved terminal will be activated.

Non-ACD Call - This feature allows Agents or Supervisors to receive calls directly from dial trunks (e.g., Tie line, DID or DIT) or transferred calls to the agent. The following ACD calls are counted as non-ACD calls by Elite ACD Plus when they are picked up by Agents in another group: transferred ACD calls from another Agent or ACD calls on hold by another Agent.

Volume Control-Headset - This feature allows Agents to control their headset volume level independent of the level of the handset volume.

Wrap Mode - This feature allows the Agent to take a momentary break to finish processing the previous call. The Agent can then finish any paper-work related to call processing, such as call records, or to discuss the call with a supervisor or co-worker. This feature uses a softkey on the telephone.


Call Processing Functions

Abandoned Call Search - Abandoned incoming calls are not connected to Agent Positions. The system can recognize abandoned calls and remove them from the queue on trunks that provide calling party disconnect supervision.

Call Distribution to Agents - There are two programmable methods for call distribution:

  • Longest Idle: Calls are automatically distributed in a uniform manner among Agents in an ACD Group. Calls are distributed to the longest idle Agent Position. When incoming calls are holding, the oldest call is connected to the first available Agent position.
  • Preferred: Calls are automatically distributed among idle Agents according to their assigned priority level. Each Agent can be assigned a priority from 1 to 9 using the Elite ACD Plus Administration program, with 1 being the first

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