User`s guide

8(21)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 E
108/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
CALL CENTRE SUPERVISOR
Basic Edition (V1.x)
General
Call Centre Supervisor Basic (CCS Basic) is a
stripped-down version of CCS Standard. The CCS Ba-
sic system provides basic real-time statistics and his-
torical reporting for evaluation of ACD data. It provides
ACD information on screen, processes and archives
information in real-time into a hard-disk located data-
base (Borland Database). Monthly database informa-
tion can be transferred for backup in order to make
available more disk space. This data can later be re-
stored to provide historical reports. It is possible to ex-
port the information in the database to different for-
mats (ASCII, Winword, Excell, Lotus, etc.)
Use
An ACD-Management System has to handle a vast
amount of information concerning all aspects of a call-
centre application. The CCS Basic plays an important
role in all areas of call-centre operation. CCS Basic
enables the user to set up, control and monitor call
centre (ACD) resources and activities using Windows
dialogs. It is very comfortable for a supervisor to
monitor the call centre and thus to achieve more
customer satisfaction.
OPERATION
CCS Basic is very flexible, because it can be run on
different operative levels by a range of users, who can
easily identify the information they need and use the
control they are authorized to exercise.
Structure
The central point of the CCS Basic is the framework
window (same as in CCS Standard). The framework
window is a floating window and comprises a toolbar
and menu structure from which all CCS Basic
functions are accessed.
The program can be divided into the following main
areas:
• Users
• system setup and Management
• real-time information
• dynamic changes
• reports
Users
The system user sets up a new user and assigns
access to the setup, maintenance, monitoring and
control function relevant for the required operative level
of the user. The user can then set up a number of
viewing profiles that they can use to tailor the CCS
Basic to precisely meet current needs.
System and setup Management
Apart from the initial setting up of basic information,
CCS Basic is able to manage and setup ACD groups
as follows:
• setting and editing ACD group names
• adding Agents and editing existing Agent details
• setting up and editing of call codes
• managing dynamic changes
Real-time information
On-line statistics are processed with reference to time
and threshold levels that can be set up by system
administration routines. Where specifically set values
are exceeded the respective statistics will be shown as
alarm values. The ACD group/agent real-time
information is displayed in the form of trend graphs.
Dynamic changes
Operation and maintenance parameters set in CCS
Basic are dynamically transferred to ASB 150 02. This
means that changes in the basic configuration will take
effect without the need to restart either CCS Basic or
Windows. The following parameters can be managed
dynamically:
• queue-length parameters