Specifications

3000sb8.fm
P31003-H3560-X100-1-7618, 09/05
HiPath 3000/5000 V6.0, System Description
8-11
For internal use only
Applications
HiPath ProCenter Agile Standard V6.5
Presence and cooperation tools
Agents can use the Teamlist and Teambar functions to further improve the initial contact reso-
lution rate and response time. They are used to display the real-time presence and availabil-
ity statuses of co-workers, managers or even experts outside the contact center. Detailed pres-
ence information is displayed for all media so that the agents can easily find the most suitable
partner for cooperation in voice and e-mail contacts.
Available users can be included in the call processing operation with the forwarding, consulta-
tion hold or conference function by simply clicking the relevant parties.
E-mail processing
The Agent Desktop offers tools to effectively process inbound and agent-initiated e-mail inter-
action. Incoming e-mail contacts are displayed in a pop-up window.
Functions are available for internal and external forwarding and consultation hold to improve
the response time and speed up contact resolution.
Agents can proactively address customers by initiating new e-mails. Agent-initiated e-mails
and the associated replies can be tracked and displayed in reports to assess the success of e-
mail campaigns or the reactivation of customer relationships.
Information sent via e-mail to a caller is monitored and recorded in reports. This improves the
quality of customer service and reduces the need for follow-up activities by the agents.
Various different search criteria can be used in the e-mail history program to trace the progress
of interaction and to search existing e-mail threads. Agents and managers can then create a
sequence of interactions that help to achieve an appropriate solution.