Samsung OFFICESERV 7100 Description

Also see for OFFICESERV 7100: Quick guide System administration guide User guide User manual User guide

Contents

Agent StatisticsUCD supervisor positions using a display keyset can monitor the number of agents in a group and how manyagents are currently logged in. Each station’s status can be reviewed for the number of calls answered andthe average call length for the day.Call StatisticsUCD supervisor positions using a display keyset can monitor the number of calls in queue, the longest waittime for calls currently in queue, the average wait time for the day, and the total number of calls answered forthe day.Group SupervisorsMultiple supervisors can be assigned to each group and one station can be given supervisor status for mul-tiple UCD groups.The group supervisor (using a display keyset) can log agents in and out of the group in realtime to help manage the workload.Printed ReportsUCD supervisor positions using a display keyset may run printed reports to a customer-provided printer,showing the data available from the supervisor displays. These reports can be run manually or scheduled torun at specific intervals.OFFICESERV DATAVIEWFor users who require more power than the embedded reports can provide, the web-based OfficeServ™DataView CTI application can be used for enhanced reporting and monitoring functionality. See separateDataView Literature for more details.UCD StatisticsOfficeServ™ DataView provides over a dozen different historical reports to provide detailed statistics on callvolume and call times as well as agent activity. Also included is a detailed Abandoned Call list to define eachlost call to the UCD group.UCD MonitoringOfficeServ™ DataView provides several different monitoring interfaces that allow users to easily see live con-nection status and port activity for UCD groups and agents.Wallboard-Style Display WindowsOfficeServ™ DataView is equipped with a series of wallboard-style displays which allow quick and easy visi-bility of live call status information about the group, such as longest wait time, calls in queue, agents busy,and more. This information can display as a personal PC Wallboard on an agent’s monitor. When used in con-junction with customer provided large screen display, such as an LCD or plasma monitor (TV), these samewallboard windows can provide this data to the entire call center from a greater distance with a level of clar-ity and flexibility that isn’t possible with traditional LED wallboards.CALL COSTINGThe OfficeServ 7100 software provides programmable call costing tables to calculate the cost of incomingand outgoing calls. Rates are calculated by the number dialed, and may include surcharges. Display keysetscan be set to show the call duration timer or the call cost. The SMDR report will show either the call durationor the call cost depending on the station selection. One call handled by multiple callers will cost each call seg-ment separately.4.7