Service manual

OpenScape Business V1
Sales Information Page 25 04.06.2013
optionally also leave a message, and your employees can call them back later when fewer new
calls come in.
1.3.4.3 Agents in Multiple Groups
In order to make the best possible use of the skills of your employees, they can also be assigned
to multiple contact center groups. Each agent will then always first receive calls of the group for
which he or she has been assigned the highest level of competence (e.g., if an agent was
assigned a skill level of 100% in the Sales group, but only 80% in the Service group, calls for the
Sales group are preferentially routed to that agent)
1.3.4.4 Wallboard
To ensure that your employees are always informed about the utilization of the contact center,
e.g., how many calls are currently in queue, these details can be displayed in real time on a large
screen monitor or a projection device.
1.3.4.5 Caller List
The caller list of the contact center shows detailed information on all the previously handled calls,
faxes and e-mails of your customers. Search and sort functions enable agents to quickly find
specific details.
1.3.4.6 Preferred Agent
In order to provide your customers with even more personalized service, the OpenScape
Business Contact Center can be set so that a particular customer is always forwarded
automatically to his or her contact partner (preferred agent).
1.3.4.7 VIP Service
VIP customers can be forwarded directly to free agents without lingering for extended periods in a
queue. This ensures that your VIP customers are served quickly and no important job is lost.
1.3.4.8 Number-Based Voice Prompts
OpenScape Business can play back individual announcements, depending on the caller's
number. For example, if you have international customers, these callers can be received in their
own respective languages and thus feel well cared for.
1.3.4.9 Wrap up
OpenScape Business gives your staff the time to complete follow-up tasks and wrap up customer
calls. The warp up time is customizable. Advanced options such as the reason for the call: order,
information, complaint, etc. can thus be recorded and evaluated later
1.3.4.10 Authorization Level
Depending on the structure of your Contact Center, different permissions can be assigned for the
role of an employee as an agent, a supervisor (team leader) or an administrator
1.3.4.11 Administration of the Contact Center
Depending on their assigned role (authorization level), users can select and easily customize a
number of options individually:
– • Queues
– • Schedules
– • Breaks
– • Wrap-up Codes
– • Announcements
– • External Directory
1.3.4.12 myAgent
The myAgent client is the user interface with which employees (agents) can provide qualified
responses to customers. Thanks to the integrated presence display, agents can quickly bring in
other experts, since they can immediately see which experts are currently available to support