presentation3.pptpd dialer touchstar supervisorsoftware by inayat ali abbas

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TouchStar TouchStar Supervisor. Supervisor. By By Inayat Ali Inayat Ali Abbasi Abbasi (Dialer (Dialer Executive) Executive) Call Center Call Center Ensign Ensign

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Page 1: Presentation3.pptPD Dialer TouchStar SupervisorSoftware By INAYAT ALI ABBAS

Information related toInformation related to TouchStar Supervisor. TouchStar Supervisor.By By Inayat Ali AbbasiInayat Ali Abbasi(Dialer Executive) (Dialer Executive) Call Center Ensign Call Center Ensign communiqué Karachicommuniqué Karachi

Page 2: Presentation3.pptPD Dialer TouchStar SupervisorSoftware By INAYAT ALI ABBAS

What is TouchStar Supervisor?What is TouchStar Supervisor?

It is software which Direct calls It is software which Direct calls automatically and manually? automatically and manually?

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TouchStar Supervisor (P.D) TouchStar Supervisor (P.D) operation depends on three operation depends on three Main menus.Main menus.

ManagementManagement

Real-Time DisplayReal-Time Display

Activity LogsActivity Logs

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These three manus are further These three manus are further divided in the icons and Manu divided in the icons and Manu as given bellowas given bellow

Management includes Tow directoriesManagement includes Tow directories

• Campaigns Campaigns

• LinesLines

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Real- Time display includesReal- Time display includes Eight directories Eight directories

• Dial TableDial Table

• Active callsActive calls

• HistoryHistory

• Active AgentsActive Agents

• Inactive AgentsInactive Agents

• CRC’s By CampaignsCRC’s By Campaigns

• CRC’s By AgentCRC’s By Agent

• IVR Routines IVR Routines

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Activity Logs includesActivity Logs includes

Three directories Three directories

1) System Activity1) System Activity

2) System Errors Log2) System Errors Log

3) Agents Instant Message 3) Agents Instant Message

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1. Management 1. Management

Management includesManagement includes

Tow directories Tow directories

• Campaigns Campaigns

• LinesLines

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1) Campaigns1) Campaigns

Campaigns is the first and most important part of Campaigns is the first and most important part of the Management. This is used to Start, Pause the Management. This is used to Start, Pause and Stop the campaigns Parents and Childs and Stop the campaigns Parents and Childs (Leads). Campaign Parameters are used for (Leads). Campaign Parameters are used for pacing, Fetch record per minute, answering pacing, Fetch record per minute, answering machine detection on & off.machine detection on & off.

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Flow of Calls or Pacing Flow of Calls or Pacing

Flow of calls in TouchStar Supervisor (PD)Flow of calls in TouchStar Supervisor (PD)

can be controlled in three wayscan be controlled in three ways

1) 1) Pacing Pacing

2) Fetches per leads 2) Fetches per leads

3) Lines 3) Lines

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1) Pacing 1) Pacing Increasing the pacing of campaign Parents or Childs through Increasing the pacing of campaign Parents or Childs through Campaign parameters pacing option we can control flow of Campaign parameters pacing option we can control flow of calls.calls.

2) Fetches per leads 2) Fetches per leadsIncreasing the number of fetches of each child and balancing Increasing the number of fetches of each child and balancing it with number of fetches in parent will maintains the flow of it with number of fetches in parent will maintains the flow of calls to the Agents. calls to the Agents.

3) Lines 3) Lines Increasing number of campaign Parent lines also boost the Increasing number of campaign Parent lines also boost the flow of calls but this option leads the Drop ratio high therefore flow of calls but this option leads the Drop ratio high therefore use this optionuse this option

smartly.smartly.

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Initializing lines through Campaign Initializing lines through Campaign ParametersParameters

Lines can be initialized through campaign Parameters Lines can be initialized through campaign Parameters Selecting option line initialization. There are two ways to first Selecting option line initialization. There are two ways to first start campaign with many lines and second way is mostly start campaign with many lines and second way is mostly used one its Assigning lines using a Rang. As demonstrated used one its Assigning lines using a Rang. As demonstrated

bellow slides Duct campaign Lines Start 73 to 119bellow slides Duct campaign Lines Start 73 to 119. . Another Another way is that you can assign lines one by one through using way is that you can assign lines one by one through using mouse but keep in mind lines must be in order for each mouse but keep in mind lines must be in order for each campaign for smooth flow of calls.campaign for smooth flow of calls.

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How to Direct Answering Machine calls How to Direct Answering Machine calls to Agent properly:to Agent properly:

Go to campaign Parameters Select option Go to campaign Parameters Select option “Pacing” there you will find positive “Pacing” there you will find positive Answering machine Detection out three Answering machine Detection out three options click OFF, then go to Type option of options click OFF, then go to Type option of campaign Parameters there you have to campaign Parameters there you have to select “People and Answering Machine.select “People and Answering Machine.

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1) 1) Campaign Lines Campaign Lines Campaign lines are relevant to the number Campaign lines are relevant to the number of agents dialing at specific campaign. of agents dialing at specific campaign.

2) 2) Station linesStation lines Station lines are called Agents logging Station lines are called Agents logging lines any problem in station lines causes lines any problem in station lines causes failure in logging procedure that can be failure in logging procedure that can be solved through blocking that particular line solved through blocking that particular line Through Station number. Through Station number.

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2) Lines2) Lines

There are tow type of linesThere are tow type of lines

1) Campaigns lines1) Campaigns lines2) Station lines2) Station lines

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Line initialization must be two Line initialization must be two (2) lines per Agent Sitting on (2) lines per Agent Sitting on (PD) and single (1) line per (PD) and single (1) line per Agent sitting on Manual Agent sitting on Manual

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Line Disconnects due to Line Disconnects due to following reasonsfollowing reasons

1) Bandwidth Breakdown1) Bandwidth Breakdown2) Rout (Quantum) Reboot (Status- X, 2) Rout (Quantum) Reboot (Status- X, Busy in System Activity log)Busy in System Activity log)3) Clearing the line3) Clearing the line4) Force Down4) Force Down

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2. Real Time display2. Real Time display As we are well known that in the ‘’Real Time As we are well known that in the ‘’Real Time Display’’ there are eight icons named as Dial Table, Display’’ there are eight icons named as Dial Table, Active calls, History, Active Agents, Inactive Agents, Active calls, History, Active Agents, Inactive Agents, CRC’s By Campaigns, CRC’s By Agent, IVR CRC’s By Campaigns, CRC’s By Agent, IVR Routines.Routines.

All above mentioned directories are very useful but All above mentioned directories are very useful but for assessing pacing and flow of calls, two for assessing pacing and flow of calls, two directories are very important and must be gone directories are very important and must be gone through repeatedly.through repeatedly.

1) Dial table1) Dial table

2)Active agents2)Active agents

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Dial table Dial table

Dial table is concerned with Usage Dial table is concerned with Usage status of Lead. status of Lead.

1) Campaigns Leads (Childs) City Name1) Campaigns Leads (Childs) City Name

2) Uploading date (Last Import)2) Uploading date (Last Import)

3) Total Numbers availability3) Total Numbers availability

4) Eligible, Not Called, Called Numbers4) Eligible, Not Called, Called Numbers

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How to reset the lead sets How to reset the lead sets

I have learned proper way to reset I have learned proper way to reset the lead set from Ahmed Azfar the lead set from Ahmed Azfar (Director operations) and Asim Ali (IT (Director operations) and Asim Ali (IT manager).manager).

Go in the dial table icon of Real-Time Go in the dial table icon of Real-Time displays and look up the lead set displays and look up the lead set which you want to reset. which you want to reset.

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Now click right button of Mouse you will find Now click right button of Mouse you will find different options select “Reset dial”. On different options select “Reset dial”. On clicking that you will find another menu “ clicking that you will find another menu “ Update Dial File” in that there are two sub Update Dial File” in that there are two sub menus “Connections” and “CRC’s menus “Connections” and “CRC’s (Customers Record Centers)”. (Customers Record Centers)”. Select check all, reset people, reset modems Select check all, reset people, reset modems and overall max. attempts in “Connection” and overall max. attempts in “Connection” option. In the CRC’s Check “ Ans Machines, option. In the CRC’s Check “ Ans Machines, Call backs, Not Called and Not available” Call backs, Not Called and Not available” options. options. Now lead set is ready for use.Now lead set is ready for use.

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Active Agents Active Agents

Active Agents is one of the very important Active Agents is one of the very important Directory of Real time display and it must Directory of Real time display and it must be seen regularly in order to see the status be seen regularly in order to see the status of your currently logged Agents their talk of your currently logged Agents their talk time, wait time, Break time, not ready time time, wait time, Break time, not ready time and number of calls they attended. Other and number of calls they attended. Other most important thing about this must be most important thing about this must be gone through regularly Current status of gone through regularly Current status of Agents ready, Talking, Wrapping so that Agents ready, Talking, Wrapping so that you can increase or decrease pacing, you can increase or decrease pacing, Fetches and lines. Fetches and lines.

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Active Calls Active Calls

Active Calls is concerned with calling Active Calls is concerned with calling status of the Agent. status of the Agent.

Call ID (Shown in the Activity logs)Call ID (Shown in the Activity logs)

Agent Generated (call back) or outbound Agent Generated (call back) or outbound calls calls

can be differentiated and counted easily.can be differentiated and counted easily.

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HistoryHistory

History is concerned with total dialed History is concerned with total dialed numbers record including transferring, Ans numbers record including transferring, Ans machine, Busy, Operator CV-1, Drops etc machine, Busy, Operator CV-1, Drops etc

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Inactive Agents Inactive Agents

Inactive Agents are called those agents Inactive Agents are called those agents whose Ids have not been used regularly.whose Ids have not been used regularly.

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CRC’s (Customer Record Centers) By CRC’s (Customer Record Centers) By

CampaignsCampaigns

CRC’s by campaigns demonstrates all record of CRC’s by campaigns demonstrates all record of dispositions of calls by Agents Campaigns wise dispositions of calls by Agents Campaigns wise and its leads (city) wise. Through this you can and its leads (city) wise. Through this you can choose appropriate lead set so that you can choose appropriate lead set so that you can achieve targets.achieve targets.

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CRC’s (Customer Record Centers) By AgentCRC’s (Customer Record Centers) By Agent

CRC’s by Agents demonstrates all record of CRC’s by Agents demonstrates all record of dispositions of calls by Agents. Through this dispositions of calls by Agents. Through this directory you can easily find out the facts and directory you can easily find out the facts and figures of each and every Agent. Guide them in figures of each and every Agent. Guide them in order to maintain the quality of lead sets. order to maintain the quality of lead sets.

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3.Activity logs3.Activity logs System Activity log consists three directoriesSystem Activity log consists three directories

1) 1) System Activity Logs System Activity Logs

2) 2) System Error Logs System Error Logs

3) 3) Agent Instant Message Log Agent Instant Message Log

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1) 1) System Activity Logs System Activity Logs

The System Activity Log is one of the very The System Activity Log is one of the very important Manu to be observed regularly because important Manu to be observed regularly because it shows all kind of data related to the out bound it shows all kind of data related to the out bound

calling process.calling process.

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2) System Error Logs 2) System Error Logs

The System Error Logs is the important part of The System Error Logs is the important part of the Activity logs through which different queries the Activity logs through which different queries can easily be observed. Like Force down record of can easily be observed. Like Force down record of Agents, New Lead uploading information and Agents, New Lead uploading information and Unexpected Agent down.Unexpected Agent down.

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3) Agent Instant Message 3) Agent Instant Message Log Log The Agent Instant Message Log provides The Agent Instant Message Log provides

information about all communication Record of information about all communication Record of Team Leaders to Agent or Management to Agent Team Leaders to Agent or Management to Agent through Messages. During distortion issue Asim through Messages. During distortion issue Asim Bhae (IT Manager) communicate to agents Bhae (IT Manager) communicate to agents through messages in order to resolve that issue through messages in order to resolve that issue as quickly as possible. That all information record as quickly as possible. That all information record can be seen in Agent Instant Message Log. can be seen in Agent Instant Message Log.

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Some times I.T issues SlowsSome times I.T issues Slows down calls flow due to bellow down calls flow due to bellow given reasons if this issue given reasons if this issue continues for more than 3 continues for more than 3 minutesminutes then quickly inform IT then quickly inform IT Executives Executives

1) Bandwidth Breakdown1) Bandwidth Breakdown2) Rout (Quantum) Reboot (Status- X, 2) Rout (Quantum) Reboot (Status- X, Busy in System Activity logs) Busy in System Activity logs)

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