Real-Time ACD
Regardless of size or industry, the success of any business can be based on maximizing productivity and increasing efficiencies. Enhancing the operation of your communications center by employing ACD applications through Cortelco's Millennium is one of the most effective means towards attaining that goal. ACD capabilities are a standard part of the Millennium Systems software and when coupled with the Millennium Real-Time ACD package, offer a combination that is unbeatable in cost-effective call handling. Windows'-based Millennium Real-Time ACD offers intuitive graphical user interface screens that are informative as well as easy to navigate, making ACD both accessible and affordable for any business.

The Millennium Real-Time ACD package provides the basis for evaluating and enhancing agent productivity, both on a real-time and a historical basis. All ACD information is immediately provided on real-time screens, without having to wait for processing or calculation time. Real-time graphs and charts tell agent supervisors how call handling can be maximized, and information is presented in both graphical and text forms, with color coding providing immediate visual identification for problem areas. Real-time screens can then be printed at any time for evaluation. Millennium Real-Time ACD provides the foundation for the analysis of peak call hours, individual agent and agent group productivity, and other trends used to determine call efficiencies

Customized Screen Viewing
With Millennium Real-Time ACD, agent supervisors are able to simultaneously view four different screens such as Group Activity, Agent Activity Reports, Half Hour Performance Reports, and Agent Detail Status for a particular group. Other screens may be selected, including different agent groups, as well as additional screens offered in the Millennium Real-Time ACD package. These can then be pre-programmed as personal preferences to appear for each group. Additionally, performance thresholds for agent groups can be customized to the levels suitable for each situation.

ACD Reports Package and Scheduler
Historical reports with customized parameters and specified time frames based on the information accumulated by Millennium Real-Time ACD, are available in both graphical and text versions. These reports can be scheduled up to thirteen months in advance of the date the information is needed.

Reports Available
Group Summary Report
Agent Activity Detail Report
Daily Call Volume Analysis Report
Daily Millennium ACD Performance Report
Daily Group Activity by Half Hour Increments
Agent Performance Analysis Report
Queued Call Analysis
Daily Exception Report

Features
Flexible Real-Time Reporting
Graphical and Text Viewing of Data
User-Defined Alarm Threshold
Color-Coded Threshold Notification

Technical Specifications
Windows 95
Millennium v1.06 or later software
Pentium 133 PC with 32 MB RAM
Minimum 30 MB Free Hard Disk space
30-Button Telephone with Data Adapter, 4 x 40 display