Proximus Forum 500 User Manual page 12

Features
Administration
● Agents can be logged out of the ACD group or placed on pause by the
supervisor via the Supervisor Terminal.
● The supervisor can change an individual agent's wrap-up time.
● The supervisor can individually configure the display on the Supervisor
Terminal and on the Info Terminal for each ACD group.
Statistic
● The statistic is integrated into the Supervisor Terminal.
● The statistic is recorded for each ACD group. A separate time window can
be defined for each ACD group (e.g. 30 minutes).
● In the communications systems Forum 5004/5008/5012 and
Forum 5500 the supervisor can also compare the agent's performance
with the average group performance.
● The supervisor can configure the statistic display.
● In a long-time statistic, ACD group and agent data can be collected over a
longer period of time. Data can be analysed using Microsoft Excel
similar application) or a tool provided by Proximus.
● The communications systems Forum 5004/5008/5012 and
Forum 5500 can collect all connections of an ACD group in a call list. The
call list contains detailed information on every connection, e. g. the call
number of the caller and the agent who answered the call. These
connection data are regularly written in a CSV file. The file is sent by e-
1)
mail.
Combination with additional internal applications
●
The "Forum ACD" application can also be operated in a group of companies
(application "Multi-company variant").
● A sensible combination is with the "Forum Auto Attendant" application.
Callers use this application to, e.g. first select the desired department
(Sales, Accounting,...) or the desired product range (service product a,
service product b,...) and are then connected to the corresponding ACD
group. In addition, the PIN function of the "Forum Auto Attendant" appli-
cation provides secure VIP access to the ACD group.
10
1)
2)
®
(or a
Forum ACD