ACD Training on Cisco

Telephones
Automatic Call Distribution

Important Differences
Then and Now
for Agents
Then
Made yourself available for calls by pressing the
available/unavailable button on Rolm phone

Now
Must logon to ACD Agent software available on
desktop of your pc

Important Differences
Then and Now
for Supervisors
Then
Pressed the Supervisor button to see call queue
Unaware of who was available/unavailable

Now
Login to ACD Agent and Supervisor software
available on desktop of your pc
See status of all agents
See calls answered, in queue, abandoned, etc.

If you are an ACD agent and/or supervisor,

software will be loaded onto your pc.

Both supervisors and agents must first log into

ACD Agent by double-clicking on ACD Agent icon

Enter your network password your network ID

and extension will auto fill

Agents screen after login

Agent screen not ready

Supervisors only - Double-click on Supervisor Icon

Enter your network password userid autofills

Supervisor Screen

displays
Supervisors logged in
Agents logged in
Current status of each agent

ready

not ready

on a call

Supervisor reports Agent statistics

Supervisor reports Agent Call Log

Supervisor Team Reports

Team Agent Statistics Report

Supervisor Team Reports

Team Skill Statistics Report

Summary and Detailed Reports

27 Different Reports Available

1.
2.
3.
4.
5.
6.

Abandoned Call Detail Activity Report

Agent State Detail Report
Agent Summary Report
Contact Service Queue Activity Report
Detailed Call by Call Report
Traffic Analysis Report

Can be run daily, weekly, monthly, etc.

Any questions?
Contact Telecommunications
Ext. 2076