Experience increased productivity and improved customer service, through the implementation of the QSD Contact Center Reporting System.

The QSD System software is up and running in minutes. There is no down time for the contact center and no complicated, expensive or time-consuming hardware installations.

 The QSD System offers:

1. Management of workforce resources - reduce staffing costs by showing you when and how many agents you need.

2. Agent schedules – plan agent schedules by pinpointing past contact center performance issues and revealing trends based on call volume and available agent history.

3. Real-time queue status – recognize sudden surges in call traffic, through real-time display of ACD queue statistics and key performance indicator alarms

4. QSD Virtual Wallboards
– enable remote agents by deploying QSD virtual wallboard over a VPN
– empower agents to make informed decisions and react to changes in call traffic through a pop-up desktop dashboard

5. QSD LED Wallboards – optional IP enabled tri-color LED wallboards provide high profile display of ACD queue statistics, key performance indicator alarms and text message broadcasts. Keep supervisors and agents informed when away from the desktop.

6. Multiple platform integration – leverage legacy investments, by working with existing contact center platforms.

7. CRM Integration – assist customer relationship management programs, by providing reliable statistics

8. Easy installation – save time and effort by installing quickly and easily with minimal support required.

9. Save on training time – through QSD’s easy-to-understand setup and presentation of real-time data

10. Historical Reporting

On demand historical reports to support cost-effective workforce management
QSD - features easy to use reporting tools that give you instant access to call volume trends, availability and performance of agents, and the level of service you are providing to your customers.

11. Queue Performance
QSD- allows you to generate a number of reports on the historical statistics of each queue over any given time period where QSD has been activated.

QSD – Queue Performance Reports
• longest and average wait times in queue
• number of agents logged in
• total number of calls answered per queue
• total talk time per queue
• key performance indicator alarms

QSD – Agent Performance Reports
• number of agents logged in
• number in “not ready” mode
• number idle
• number of spare positions
• date, time and duration of each call
• total and average agent talk time
• total calls answered

12. Contact Center Performance Reports
In a small call center or help desk team environment, QSD historical reporting allows you to optimize customer service by tracking trends and mapping agent resources in order to handle traffic. Information is displayed in a printable or pdf option. Reports can be provided by day, month, year or other stated time frame and include:
• Agent Performance Reports
• ACD Performance Reports
• Key Performance Indicator Alarm Reports

13. Real–Time Display
Empower agents to respond to surges in call traffic
QSD- provides real-time queue status and key performance indicator alarms that enable agents to instantly recognize sudden surges in call traffic and respond to minimize queue wait times. Status of calls waiting in the ACD queues and agents available to answer those calls is displayed in real time on IP-based QSD Virtual Wallboards - agent desktop screens – or on optional IP enabled LED wallboards.

QSD Components
• QSD Supervisor: Collects ACD and agent statistics
• QSD Logger: Writes ACD call statistics to the database
• QSD Virtual wallboard: Agent desktop ACD and text message display
• QSD Historical Reports: On demand queue and agent performance reports
• QSD LED Wallboard: High profile display of ACD statistics and text messages

Technical Requirements
• Pentium PC running Microsoft® Windows® 2000 or XP
• compatible with LAN, WAN and VPN TCP/IP network

Telephone Switch (ACD) Compatibility
• Nortel™ DMS-100™ Centrex
• Nortel Meridian 1™ PBX
• Nortel Business Communications Manager(BCM) ™
• Nortel Contact Center (Symposium and Symposium Express) ™

The QSD System has all the capabilities you really need – without costly, unnecessary telephone system upgrades, so give us a call at 1.800.654.5604 to discuss your application.

 QSD Frequently Asked Questions:

1. How long does it take to get the QSD System up and running?
From as little as an hour, depending on the contact center platform and the number of agents.

2. How does QSD enable you to handle demanding call volume?
The QSD System provides your contact center supervisor and agents with a real-time view of your key performance indicators. The supervisor sets thresholds that define how QSD 2.2 will flag queue and agent performance issues before they affect customer service. When thresholds are reached or surpassed, the key performance indicators instantly change colour and QSD Virtual Wallboard pops up on desktop monitors. The supervisor can choose effective notification options that include critical condition alarm thresholds, messages and the use of colour (green, amber, red) on agents’ QSD Virtual Wallboards and on optional LED wallboards.

3. What does QSD include?
QSD 2.2 is a bundled solution. It includes all of the software and hardware you need to begin taking advantage of real-time and historical performance reporting at your contact center.

4. What options are available for QSD?
Tri-color LED wallboards may be added with direct cable or IP-enabled network connectivity. Display options include two lines of 19, 25 or 32 characters. QSD Agent (optional) enhances QSD 2.2 Historical Reports by capturing caller ID as well as with ACD and non-ACD call statistics.

5. What support does Smart Telecom provide?
Annual support agreements are available for the QSD System. Regular hours for support calls are 8:30 a.m. to 5:00 p.m. EST. We are pleased to answer any inquiries about this product—and to consider ways we can enhance it for additional needs.