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Home > Products > Call Center Solutions > Sentinel Automatic Call Distribution
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 | Display of real-time, call center activity on supervisor screens |
| Historical reports that summarize past call center activities |
| Statistical analysis of system performance |
| Access to vital information for optimum staff utilization |
| Integrate with major software applications |
The Sentinel application requires an Executone-provided Windows NT 4.0-based server connected to an Eclipse2 switch. It supports the entire ACD Skills-Based Routing feature set offered with the Eclipse2 enabled IDS.
Manage Call Center activity in real time. Sentinel shows all current call center activity on the supervisor desktop. Supervisors can choose among 20 types of windows, each of which can be tailored to their specific needs, to view call center activity.
Click on this image to enlarge!
Create customized historical reports. Sentinel offers supervisors and management the ability to analyze call center efficiency and project future requirements based on historical data. Sentinel provides either 22 factory-defined reports or 18 user-definable templates to meet all management-reporting needs. Historical reports can also be easily exported to other software applications, including Microsoft Excel and Lotus 1-2-3.
Improved productivity with easy to use Windows® design. The Administration module is used to establish the proper reporting parameters for Sentinel. This includes set-up of agents, groups, supergroups and supervisor access. In addition, supervisors are able to establish parameters required for exception color graphics reporting. Exception color graphic reporting enables supervisors to easily notice problem situations in a call center by using yellow and red color-coding. A supervisor establishes parameters that would trigger the yellow and red alarms, and Sentinel manages the rest.
The Wallboard/Agent Board enables call center event information to be provided directly to an agent desktop via the corporate LAN. The Agent Board is the most effective method of providing call center information to the agent. With information provided directly to the same PC that the agent uses to execute their transactions, each agent is sure to notice messages. In addition, Sentinel integrates with the traditional wall-mounted marquee by Executone.
Executone has designed a call center supervisor and management reporting application specifically to match the routing provided by our telephone system. The routing functionality that is provided by the Executone switch is truly a market leader. Routing features include:
| 99 ACD Groups |
| 999 Agents Identification Numbers |
| Skills Based Routing |
| Agents can log in up to eight groups |
| Agents can have 8 levels of priority within any of those eight groups |
Sentinel provides the information a supervisor needs to manage call center activity in real-time at their desktop PC. Selectable windows allow a supervisor to choose the information they want in the format (graphical or tabular) that they want. Exception Color Graphics allow them to easily identify problem situations in the call center.
The Sentinel application is the easiest to use call center application in the market today. A standard windows-based interface allows supervisors to use standard point-and-click operation or familiar pull-down menus to operate the application. Context-sensitive help files bring users directly to the appropriate location in the help file to address their question.
This feature is critical to the profitability and effectiveness of a call center. Sentinel’s user-defined Historical Reporting allows managers to receive information for their specific needs and thereby recommend methods of improvement.
Click on this image to enlarge!
| Brief Agent Status--Provides the ability to monitor individual agents regardless of group. |
| Graphical Agent Status--Graphical depiction of agent status and recent activity. |
| Group Agent Status (1,2)--Tabular reports depicting agent status and statistics. |
| Agent Distribution Graph--Graphical report showing the percentage of agents in various states by group. |
Click on this image to enlarge!
| Brief Group Status - Tabular report providing summary information on group activity. |
| Detailed Group/Supergroup Status - Tabular report showing detailed information at the group or supergroup level. |
| Hourly Group Status - Provides an hourly summary of group activity Queue Reports. |
| Group Queue Calls - Graphical report showing number of calls in queue by group. |
| Group STI - Graphical report showing length of time calls have been waiting in queue. |
| Trunk Group Status - Tabular report summarizing current activity of trunks within the trunk group. |
| Trunk Status - Detailed trunk report showing status of each trunk. Historical Reports |
| Agent performance by interval and date |
| Agent log report |
| Group activity and staffing reports by interval and date |
| Call distribution by group and supergroup |
| Abandoned call report by group and supergroup |
| Call qualification by group |
| Trunk group usage by interval and date |
Generate reports off-hours to network connected printers.
Export reports to third-party applications such as Excel and Lotus 1-2-3 at the touch of a button.
Set 31 fields for color exception reporting in real-time.
Define Wallboard Information on Agent PC's via the LAN connection.
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Programming Concepts
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Management from a Single desktop