VistaPoint ACD Module w/Reports

Looking for a Flexible Call Queuing solution?

The VistaPoint ACD is very unique in that it allows agents to handle more than one call at a time. Most ACD systems limit the calls an agent can have at any one time to just one. However, our ACD will allow agents to take additional calls from their queue(s) and prioritize them as needed. That is why it is the perfect fit for operators who will need to handle high call volumes during peak periods.

Designed for operator pools and SME call centers. VistaPoint’s ACD Module is an affordable call queuing and routing solution for Cisco UC customers. When considering your options you will find that VistaPoint ACD fills the void between Cisco’s Native Call Queuing and Cisco Contact Center Express (CCX).

ACD_2

Take a closer look at the features available:

Included with the ACD Module is a web-based reporting tool for use by supervisors needing to view queue and agent statistics. Need custom reports? No problem…all call details are stored in an SQL data file so that 3rd-party reporting tools can also be used to extract the data and create custom reports.

  • Supports 100 agents and up to 100 call queues
  • Simple and easy to setup and administer – no scripting
  • Agents can log into one or more queues as needed
  • Agents handle multiple calls from the queue simultaneously
  • Agents can take calls on shared lines while in the queue
  • Agents can cherry pick calls from queue
  • Prioritize certain agents to receive majority of the calls
  • Makes use of CUCM and Unity features to route and queue calls
  • Includes Supervisor-specific features (see tab)
  • Includes reporting package

 

Included with the ACD Module is a web-based reporting tool for use by supervisors needing to view queue and agent statistics. Need custom reports? No problem…all call details are stored in an SQL data file so that 3rd-party reporting tools can also be used to extract the data and create custom reports.

 

  • Simple and easy to setup and administer – no scripting
  • Queue Statistics – Calls offered, abandoned, redirected and more
  • Agent Statistics (Incoming) – Summary of each agent’s received / redirected calls
  • Agent Statistics (Outgoing) – Summary of each agent’s call activity
  • Extension Statistics – Call activity of all Cisco devices
  • Redirect Statistic – Call redirection
  • Agent Activity – Summary of each agent’s processed calls by time interval
  • Agent Availability – Details on when and for how long an agent was working with call queues
  • Queue Activity – Summary of all calls in queue by time interval

Agent Activity Report

 

For supervisors needing to manage their call queues and operators, the VistaPoint ACD Module includes a number of features to facilitate managing these resources. From their own VistaPoint Console supervisors can:

  • View (real-time) agent state changes (busy, idle, etc.)
  • View all calls in all queues (real-time)
  • Manually redirect calls from any queue as needed
  • See connected party for each agent (CallerID/Name)
  • View direction of each agent’s call (inbound/outbound)
  • Silent monitor agents during training or QA evaluations
  • Whisper coaching – only your agent will hear you
  • Barge – take control of any call
  • Historical reports (queues, agents, extensions)
  • Cherry-pick and redirect calls from any queue

Calls are automatically parked (queued) for the next available agent. As agents become available these calls are instantly redirected to those agents. The Call Park DNs are configured in CallManager and you can define the MoH and reversion timers. When the reversions timer expires you can determine if the caller should continue to hear the MoH (loop) or be redirected to another number (phone, queue, call handler, etc.).

autopark

Your operators will make use of a VistaPoint Console to answer and process calls. This Console is a feature-rich application that provides a single interface from which to answer calls, view caller’s record, locate requested party, and check their availability when handling calls.

  • Dynamic Call List – displays all active calls and all calls being offered to the queue
  • AutoPark Panel – displays all callers (by Caller ID and Name) waiting for an agent
  • Ability to handle multiple calls from multiple sources simultaneously
  • Real-Time BLF – see presence status of all devices (phone, Jabber, Lync, IPC)
  • Presence-based Phone Book – links to UCM, Active Directory, ODBC, CSV files
  • Operators can cherry-pick calls from the queue (even while on another call)
  • Built-in scripting tool can perform data dips to locate and display caller’s record(s)
  • WebConsole operators can choose between their Cisco phone or Jabber
  • WebConsole includes WebView supporting add-on data collection modules
  • Setup Conference calls, Join calls, park and unpark calls etc.

WebConsole offers that “Single Pane of Glass” needed by agents to access all of your web-based services from within a single application. Designed to allow users to quickly move from one service to another answering and processing calls, locating information, accessing resources, collecting data, and communicate with others.  support multiple disparate panels, Your operators/agents can choose a client-based console or the browser-based console (WebConsole). Both are very similar in appearance with the WebConsole offering a few additional benefits.

Are you looking to build a “Context Center” that exposes your operators to prior communications between callers and your organization? If so you should consider our Call Tracker module.

Call Tracker Module

Call Tracker is an add-on module that makes it easy for your operators to identify callers and collect data in real-time for each call being processed. A great tool for operators who need to track and account for each call.

Click here to download the Call Tracker datasheet

 

 

Ready to get started with the VistaPoint?

Call 209-245-5500 x1103 or Contact Us

 

Want to learn more about the VistaPoint ACD module, including a full feature list and requirements? Visit the VistaPoint ACD Module Features page.