Eon Millennium User Manual download pdf (Page 9)

Millennium Real Time ACD

The powerful ACD capabilities on the

Millennium, coupled with the optional

Millennium Real Time ACD software

package, enable the Millennium platform to

deliver an unbeatable combination for pro-

ficient call handling.

• Real Time Advantage – To keep your

communications center running

efficiently, the Millennium Real Time

ACD offers an intuitive and easy-to-

navigate Windows-based graphical

user interface that gives you up-to-the-

second information. Here are some of

the immediate benefits:

• No waiting for processing or

calculation time

• Support for both graphical and text

information presentation

• Color coding for immediate visual identification

• Customized Screen Viewing – The Millennium Real

Time ACD was designed to accommodate your unique

method of operation by allowing you to simultaneously

view different screens, pre-program personal preferences,

and set suitable performance thresholds for each group.

• Call Trend Analysis – Evaluation of call trends is

vital in maximizing agent productivity. If you can’t

measure it, you can’t manage it. The Millennium Real

Time ACD Package offers quick, accurate reports

available in both graph and text versions, including

customized parameters and specific time frames.

Additionally, the historical reporting feature allows

customization of standard reports and charts.

Off-Premises Agents

The Millennium supports off-premises agents and also

tracks performance of local and remote agents, providing

reports that offer quantitative results for telecommuting

applications. In addition, supervisors can remotely log

agents on or off and, using Real Time ACD, can observe,

monitor, and obtain the real-time status of remote agents.

Further, this feature can be used with networked

Millenniums enabling agents in a remote system

to log into a group in the hub system.

The Real Time ACD historical reporting features can be

customized to accommodate your unique method of operation.

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