Contact Center. Service Description. August, 2016

Transcription

1 Contact Center Service Description August, 2016 This document provides a description of HUIT Contact Center Services and rates, delivered and managed by HUIT Communications Technology Services.

2 Contents Standard Contact Center Service Offering...2 Standard License: Per agent...2 Queues...2 IVR (Integrated Voice Response or menu)...2 Scheduled Standard Reports...2 Add-on Features/Licenses...3 Supervisor License...3 Unlimited Media Type License...3 /voice mail Queues...3 University Voice Mail Box for Emergency or Event Messages...3 Custom closure message...3 IVR (Integrated Voice Response or menu)...3 Call Direct...3 Custom project work...3 Fee Structure...4 Features and Functionality Overview...5 IC Client Features...5 IC Supervisor Features...6 Contact Center Reports...7 Most Commonly Used Reports...7 Reports Definition...8 1

3 Standard Contact Center Service Offering Includes: Standard License, Queue, IVR (menu), Standard Reports, Contact Center voice mail, Contact Center (additional mailbox charges will be incurred per /voice mail address) Standard License: Per agent Web Access to Contact Center via Citrix List standard features (see list of standard features attached) Agent must have a University Active Directory (ADID) credentials Agent must be present in the GAL/MIDAS Credentials cannot be shared across multiple agents per University security policy Processing of two media types. Includes Contact Center voice mail and (additional queuing charges apply). Queues One (1) queue with defined agents Up to 10 simultaneous calls in queue (charges for additional call paths may apply) System Music on Hold Standard Recorded Queue Announcements o Daytime o Afterhours o Holiday o Inclement Weather o Winter Recess o Salutation (If requested. Announces department name before reaching menu queue) Auto processing of calls based on workgroup or queue parameters Multi-schedule call processing Custom Queue Announcements (up to 2) o Examples Informational messages played in queue Opt out of queue to leave a message for call back Callers position in queue Estimated wait time IVR (Integrated Voice Response or menu) Custom menu greeting Custom menu with up to ten (10) options Calls route to standard office closed message upon all agent log out Custom office closure message (additional charges apply) Scheduled Standard Reports Automatic generation and distribution of the reports o See attached list of most commonly used standard reports 2

4 Add-on Features/Licenses Supervisor License o Requires a Standard Agent License o Additional Supervisory Features See Feature and Functionality Overview attached o Historical Report generation Unlimited Media Type License o Processes Contact Center voic , plus call back request from customer /voice mail Queues o Allows voice mails or s to queue University Voice Mail Box for Emergency or Event Messages o Allows for a message to be played to all callers before reaching main menu o Uses University voice mail service for recording a message o Messages are recorded by your department staff at any time of day or night o Requires main number to be forwarded to voice mail before entering main Contact Center queue Custom closure message o Nonstandard office closure message Note: Must have 48 Hours advanced notice to insert messages. Requests with less than 48 hour notice will be charged a $100 expedite fee per IVR. IVR (Integrated Voice Response or menu) o Custom menu greeting o Custom menu with up to ten (10) options o Calls route to standard office closed message upon all agent log out o Custom office closure message (additional charges apply) Call Direct o Custom menu option that does not allow queuing of callers but will allow callers to choose a menu option to be directed to the appropriate extension. Custom project work o Projects completed by in-house staff: Billed at standard Telecom Time and Materials rate o Projects completed by vendor: Pricing developed from statement of work. Prices will include both vendor and standard Time and Materials charges if in-house staff participation is also required. 3

5 FY 17 Fee Structure 1 Chargeable Item Monthly Fee Non-Recurring Fee Initial Installation Non-Recurring Fee Post Initial Installation Standard Agent License, each $ $ 750 Add-On Services Supervisor Client $ Unlimited Media Type License $ Billable hourly at $100 p/hr, 1 hr. min. charge /voice mail queues (per queue) $ $ 100 University Voice Mail Emergency/Events $ 3.06 $ 100 $ 100 New/additional Workgroup Queue Billable hourly at $95 p/hr, est. 10 hours per queue Billable hourly at $100 p/hr, est. 10 hours per Custom closure message (each) $ $ 100 $100 Additional IVR (menu) Billable hourly at $100 p/hr, est. 3 hours per IVR Billable hourly at $100 p/hr, est. 3 hours per IVR Call Direct $ Billable hourly at $100 p/hr, est 1 hour for standard application Additional schedules Included as part of initial installation Billable hourly at $100 p/hr, est 1 hour for standard application Billable hourly at $100 p/hr, 1 hr. min. charge Custom project work* $ 100 per hour $ 100 per hour *Price includes work performed by Harvard staff. Any project work completed by our vendor will be billed according to a prepared Statement of Work provided by vendor. Costs will be passed through to customer. Costs will include both vendor charges a nd a ny additional hours required by Harvard staff. 1 Some additional charges (example: additional call paths and software defined numbers) may apply 4

6 Features and Functionality Overview IC Client Features Media Processing Features and Functionality: o Call Pickup (Using Analog, ISDN or Cell) o Call Privacy o Coach o Conference Calls (on-the-fly) o Desktop Alerts for inbound Interactions o Disconnect o Drag & Drop Directory Transfers o Drag & Drop Response Management (Using Pre-Defined Responses) o Hold o Join Active Calls (Barge in) o Monitor Active Calls (Listen In) o Mute o Transfer o Transfer with Consult o Voic (not associated with the University Voic System) o Workgroup/Queue Alerts (when activated in IC Supervisor) End User Interface Features and Functionality: o Access to the University Staff Directory o Access to the University Departmental Directory o Chat (internal user-to-user) o DDE for 3 rd Party Program Integration (Screen POP) o Distinct Ring Tones (user customizable) o Directory Search Capabilities o Extensive Help Library o Personal Recordings (Agent Greeting, Out-of-Office, etc.) o Remote Access from anywhere (via the Internet) o User s Call History o User Customizable Interface o User Status Management o Workgroup Directories o Workgroup/Queue Activation 5

7 IC Supervisor Features Media Processing Features and Functionality: Note: Supervisor feature access is an add on to the standard agent client o Call Pickup (using Analog, ISDN or Cell) o Call Privacy o Coach o Disconnect o Hold o Join Active Calls (Barge in) o Monitor Individual Calls (Listen In) o Monitor Calls in Queue (next call in) o Mute o Transfer o Transfer with Consult o Workgroup/Queue Alerts End User Interface Features and Functionality: o Create and Activate Workgroup/Queue Alerts o Extensive Help Library o Remote Access from anywhere (via the Internet) o Supervisor Messages (to individual Users or Workgroups) o User Customizable Interface o User Status Management o User Workgroup Activation Management o View Agent Workgroups o View Individual Agent Queues o View Real-Time Workgroup/Queue Statistics o View Workgroup Queues 6

8 Contact Center Reports Most Commonly Used Reports o Daily Agent Availability Detail (Supervisor) Agent Availability Detail Queue Abandon Detail (Graph) Abandoned Call Profile Queue Distribution Detail Distribution Queue Performance (Queue by Date by Interval) Queue Period Detail (Graph) Profile of Calls Entering ACD User Detail (Supervisor) User Call Detail o Weekly Agent Availability Summary (Supervisor) Agent Availability Summary Agent Queue Performance Agent Performance Summary for Queue CallerID Detail DNIS Detail Report Queue Abandon Summary (Graph) Abandoned Call Profile Queue Distribution Summary Distribution Queue Performance (Queue by Date) Queue Period Response Queue Period Statistics Response Report Queue Period Summary (Graph) Profile of Calls Entering ACD Queue Period Statistics Abandon Queue Period Statistics Abandon Report User Summary (Supervisor) User Call Summary 7

9 Reports Definition (Supervisor) Agent Availability Detail o Displays a detail of all statuses or states for a range of users running the report for each day in the given range. The report is designed to give a detailed report of selected user s status activities. This report will show the states for each date including the total duration for each state and the flags for each state. This report should be used by a supervisor to review the selected user's activity for the day. (Supervisor) Agent Availability Summary o Displays a summary of all statuses or states for the selected users running the report for each day in the given range. The report is designed to give a summary report of the selected user s status activity. This report will show state summaries for each date including the total duration for each state and the flags for each state. This report should be used by a supervisor to review agents' activity for the day. Agent Performance Summary for Queue o The agent performance reports are used to analyze the agents and their interaction activity. The agent performance reports display the information with regards to the agent. Displays a summary of agent information by specified date/time range for selected agents. The agents can be selected individually or by selected a workgroup. This report will show the summary for each agent without regards to queue or workgroup. This report will show the number of ACD interactions, after call work, and non-acd activity. Activity shown will be for agents in the queue range specified, and will only include queues in the range specified. (Supervisor) User Call Detail o Call detail grouped by user. This report requires a range of users be supplied when executed. (Supervisor) User Call Summary o Summary of daily user call activity. DNIS Detail Report o Detail Report by DNIS including connected date, callerid, remote name, remote number, local user, station id, call duration, number of calls. (Graph) Abandoned Call Profile o Compares abandoned calls by queue across the time interval. (Graph) Profile of Calls Entering ACD o Graphical profile of ACD calls entering queue 8

10 Distribution Queue Performance (Queue by Date) o Shows physical queues that distribute interactions to the agents. The report includes average talk time, total talk time, average speed of answer, interactions answered, ACW, abandoned calls, and three flexible fields that are configurable in IA. Sorted by Queue and Date. Distribution Queue Performance (Queue by Date by Interval) o Shows physical queues that distribute interactions to the agents. The report includes average talk time, total talk time, average speed of answer, interactions answered, acw, abandoned calls, and three flexible fields that are configurable in IA. Sorted by queue and date by interval. Queue Period Statistics Abandon Report o Shows number of ACD interactions, number of abandoned interactions, and straight percentages on abandoned within each service level threshold as determined by Interaction Administrator. Queue Period Statistics Response Report o Shows number of ACD interactions, number of abandoned interactions, and straight percentages on answered within each service level threshold as determined by interaction administrator. 9