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4 Chapter 1 Contact Center Solutions
Reporting enhancements
Contact Center Management now offers Queue Group Performance by Queue and Queue Group
Performance by Queue - Multi-select reports. Both reports provide Reporting number, Name, Max agents
logged in, Offered calls per day, ACD calls offered, Average ACD handling time, ACD calls handled, Average
ACD time to answer, Service Level %, calls abandoned, Abandon %, External outbound calls, Average
external outbound calls handling time, and External outbound calls handling time statistics.
The only difference between the two reports is that if you select multiple queue groups to report on for a
Queue Group Performance by Queue report, Contact Center Management will make a separate report for
each queue group, and if you select multiple queue groups to report on for a Queue Group Performance by
Queue - Multi-select report, all of the selected queue groups will display in a single report.
For more information, see "Queue Group Performance by Queue" and "Queue Group Performance by Queue
- multi-select" in the Contact Center Solutions Enterprise Edition Reports Guide.
Email alarm enhancements
The computer name and IP address of the server computer being alarmed on is now included in email alarm
notifications.
Soft phone enhancements
The Automatically log off this ACD agent when closing the soft phone option is now enabled by default.
Workforce Scheduling enhancements
Workforce Scheduling has been enhanced with the following functionality for Version 5.7 SP1:
• Added a Microsoft Office styled Recent Schedules list to the main menu
• Added the ability to insert time off in the middle of a scheduled shift
• Added a mass delete option to filter by employee, reporting number, full time/part time, and fixed or
variable shift type
• Added the ability to schedule staff within scheduled unavailable time and time off
• Added the ability to mix variable shifts and fixed breaks with fixed shifts and variable breaks
•
For more information, see "Workforce Scheduling" in the Contact Center Solutions User Guide.
Employee Portal enhancements
Added date and time to employee requests so supervisors can prioritize requests based on date and time of
submission.
For more information, see "Employee Portal" in the Contact Center Solutions User Guide.
Salesforce.com Integration enhancements
Salesforce.com Integration has been enhanced with the following functionality for Version 5.7 SP1:
• Added support for ACD hot desking agents
• Added support for general business, non-ACD, hot desking agents
• Added a customizable button in the soft phone to pop up new Leads
Intelligent Queue reporting enhancements
Four new Intelligent Queue DNIS reports have been added in this release:
• DNIS Group Performance by DNIS
• DNIS Group Performance by DNIS by Period
• DNIS Group Performance by Period
• DNIS Performance by Period