Specifications

Applications For internal use only
P31003-H3560-X100-1-7618, 09/05
8-10 HiPath 3000/5000 V6.0, System Description
3000sb8.fm
HiPath ProCenter Agile Standard V6.5
Limits and alarms can easily be programmed to send a manager an acoustic or visual signal
when set operating measurements are exceeded.
Activity logs
Using detailed, traceable activity logs, managers can examine the step-by-step sequence of a
customer contact or check the detailed activities of an agent during the day for voice, e-mail,
and callback contacts.
Historical reporting
Comprehensive historical reports can be configured quickly by selecting data elements and re-
port parameters with simple point-and-click operations.
The Report Center generates historical reports with diagram and table views.
The report output can be planned, where necessary, printed or in exported in formats, such as,
Excel, HTML, PDF or text.
Agent tools for top-level customer service
The media-integrated Agent Desktop provides tools and information to effectively process
voice and e-mail interaction and at the same time improve the quality of customer service.
The Desktop features include
● an intuitive standardized interface for processing voice, e-mail, and callback interaction,
● unique presence and cooperation tool for increasing the initial contact resolution rate
● a user-friendly feature for "detaching and anchoring" screen elements and toolbars,
● real-time statistics and personal performance data via streaming,
● a visual indication of waiting contacts for incoming calls, e-mails, and callbacks,
● report-based availability status and wrap-up reasons
● an "icon mode" display option that uses taskbar icons to keep the screen free.
Voice and callback processing
A complete set of telephony control elements and tools optimizes the processing of inbound
calls as well as agent- and Web-initiated callback interaction.
All inbound interaction is signaled to the agent by a pop-up window on the desktop containing
customer data and contact details.
An interface to third-party or internal CRM systems can also be used for the automatic retrieval
of customer files for presentation on the agent’s display.