Thursday
Jan212010

Does this software have the capability of leveraging the best in breed in two neighboring and complementary technologies: workforce management and ACDs?

Absolutely. It is possible to directly import information from both workforce management systems and ACDs. This is particularly useful for importing staffing levels and forecasted call volumes. Directly interfacing with an ACD may not be practical in all implementations.

Thursday
Jan212010

How can I make sure that my dynamic rules are being obeyed? (Such as routing based upon minimum expected queue times, or average speed to answer.)

Debugging procedures and call log files allow for easy verification. The ability of each call to carry a large number of attributes with it also greatly facilitates detailed debugging. The analyst can, for example, examine the path actually taken by a call. When coupled with information on the state of the system at the time of arrival of that call (available in
log files), detailed routing rules can be accurately verified.

Wednesday
Jan202010

How fast will ccProphet simulate my call center?

The precise speed for any given run is difficult to assess in advance. One size definitely does NOT fit all. Speed will depend upon such factors as the call volume of the center being modeled, processor speed and available RAM. Please keep in mind that ccProphet is true call-by-call discrete event simulation. This means that a higher call volume will require many more mathematical calculations and memory. With that said, processing time is typically quite fast on even basic Windows machines. For example, a simulation running on a Pentium III (500 mhz) processor will simulate approximately 10,000 calls in well under 5 minutes. Chances are that you are using a substantially faster machine and therefore would see substantially faster results.

Thursday
Jan212010

How many report types are produced? What are the types? What are the sections/fields for each type of report?

Reports currently include:

Overall Results Summary:

  • Avg. Speed to Answer
  • Avg. Time in System
  • Avg. Agent Utilization
  • Avg. Abandonment
  • Avg. Blocked Calls
  • Avg. Customer Satisfaction Index
  • Avg. Cost per Transaction
  • Total Calls Blocked
  • Total Calls Abandoned
  • Total Calls Handled by IVR
  • Total Transactions Served by Agents
  • Total Transactions Received

Agent Utilization for each report period

Detail Call Log:

This is displayed using a pivot table. This can be aggregated by (a) Time Period (b) Point of Entry (c) Transaction Type (d) Skill Group (e) Customer Value Index. Specific Results include:

  • Number Blocked
  • Number Abandoned
  • Number Completed by IVR
  • Number Completed by Agent
  • Number Within Time in System Target
  • Average Time in System (IVR)
  • Average Time in System (Agent)
  • Average Speed to Answer
  • Total Cost
  • Average Cost per Call
  • Average Customer Satisfaction Index
Wednesday
Jan202010

How much technical support is typically required for ccProphet?

Technical support should only be required for data entry and results interpretation (general end user questions). Development level support is not required in most cases.