Monitoring and Reporting: Product Demo

Learn how the SAP Business Communication Management rapid-deployment solution – monitoring and reporting features – can help you serve your customers more efficiently by managing and refining the inbound call queue in real-time.

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    • Now let’s focus on the online monitoring and supervisor functions provided by SAP Business Communication Management, rapid deployment solution. Online monitoring enables supervisors to centrally administrate and manage contact center operations including those spread across different geographies by giving them real-time views into different queues and agents. As a supervisor, you look at the Summary View, which displays typical contact center statistics with color-coded minimum and maximum thresholds that you can modify on the fly as needs change. You can also see how the contact center is doing today relative to a particular reference day or week. Down below, you can see agent statistics for the queues you are monitoring. You can also view more detailed agent statistics by selecting the “Agent Statistics Queue.” Let’s take a look at all agents assigned to the “Sales and Support Queues." This view shows the total number of interactions handled by agents, as well as the status of each agent. With SAP Business Communication Management, you not only gain more visibility into contact center activities, but also have more control and flexibility as a manager. For example, you can change the queues assigned to an agent on-the-fly so the contact center can better handle call volumes. Or you can remove an agent from the sales queue or prevent an agent from adding or removing himself from a queue. You can also monitor an agent’s work in real time using the “Supervisor” screen, which is accessible by simply clicking on an agent’s name. From here, you can silently listen to an agent’s phone call, coach the agent, barge in, intercept the call, hang up the call, and begin recording the phone call. In this way, you can better support your agents in their daily work. You can also click on any call to see details about it, such as the number called, the time that the call arrived, where the call was transferred to, the talk time, and if the agent attempted to handle the call. If a call was recorded, you can listen to the call recording. Finally, SAP Business Communications Management provides reporting and analytics that make it easier to control and manage both operations and people. For example, the software provides blended analytics that combine communications and business metrics. This allows you to, for example, view communications statistics and sales order data in a single report. You can also generate prebuilt, browser-based call center reports on topics such as service levels, contact volumes, and agent performance.
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