Specifications

3000sb8.fm
P31003-H3560-X100-1-7618, 09/05
HiPath 3000/5000 V6.0, System Description
8-9
For internal use only
Applications
HiPath ProCenter Agile Standard V6.5
The Design Editor - a visual, workflow-based tool - automatically examines and validates your
strategies in the course of creation.
The Call Director, HiPath ProCenter Agile’s basic IVR unit, is fully integrated in the Design
Center. Managers can use the Design Editor’s practical drag-and-drop interface to generate in-
telligent "frond-end" call processing sequences.
Interactive components, such as
● call menu prompt
● digit entry via caller input
● read/write access to external databases
● "numbers-to-speech" playback
deliver a basic self-service functionality and provide for the interactive front-end processing of
incoming calls without complicated and expensive IVR integration.
A component for reading and writing data in external databases simplifies the use of existing
customer data for data-driven routing and makes it easier to collect new customer data.
Managers can also easily configure conditional routing concepts based on real-time measure-
ments, such as, the current service level, the average waiting time or schedules for routing after
close of business.
The preinstalled Microsoft CRM integration uses contact center data, such as, the caller’s tele-
phone number or dialed digits, for example, a customer number, for the automatic retrieval of
customer files in the Microsoft CRM desktop. As this feature is fully integrated in the Design
Center, no special services are required.
The Report Center features a high-performance reporting module for defining and displaying
a practically unlimited number of real-time, summation, and historical reports for all media. You
can edit and modify reports without difficulty over this flexible interface, without needing an ex-
ternal Report Writer tool.
The Report Center provides detailed views of your contact center operations and makes it eas-
ier to monitor operations and reach decisions. It also gives you the skills to proactively detect
and respond to patterns – before they turn into problems.
Real-time and summation reports
Real-time and summation views are constantly updated and contain important data, such as,
agent workload, service levels, abandon rates, and average processing time for voice and e-
mail interaction.
An integrated analysis model uses current data trends to forecast patterns and contact traffic
in real time and in this way makes it easier to reach decisions on human resources or contact
forwarding.