MaxSys(tm) Service offers Northern Telecom ACD operations a
previously unavailable way to obtain up-to-date reports without involving
you or your staff in daily time-consuming data reduction tasks or lengthy
and costly training programs. In fact, day-to-day activities are reduced
to routine daily report review and subsequent operational corrections.
Until now, due to the complexity involved in instituting a formal reporting
and archiving program that produces meaningful and useful reports, many
ACD installations completely forgo this activity and thereby never properly
optimize their operations.
But, as you probably already know, there are very important reasons for you
to institute a formal and routine program of reporting and archiving your
ACD's activity.
First, you need a comprehensive series of sophisticated daily reports
essential to achieve efficient day-by-day ACD operation.
Second, is the critical need to maintain a historical activity for both
legal considerations and the economic pressure to accurately forecast
resource requirements.
So, management wants it. You want it. In short...everyone wants it!
Our MaxSys(tm) Service may just be your answer to these needs!
MaxSys(tm) provides for remote collection/reporting/archiving of specially formatted MAX data stream events.
Using these events, MaxSys(tm) automatically furnishes your ACD site with remotely generated ACD activity/statistical reports and graphs.
After years of telecommunications design and research experience,
Development Associates has developed a series of powerful indices
that describe the performance level of critical ACD activities.
These proprietary and copyrighted, performance indices have been carefully
chosen to yield maximum information and are based on running averages for
your call center. And unlike the statistical limitations imposed on MAX
reports, our indices cross-reference All statistical groups.
The easy-to-understand indices make evaluating the performance of your
agents and queues a quick and painless process. Instead of overloading you
with unrelated data, the indices compare your call center's calculated data to a known
standard. The information is then presented on a simple line-graph using a scale from 0 to 1. A "1" indicates the best possible scenario, a "0" the poorest. We even include threshold markers so you can track your worst performance activities throughout the day.
Here are just 2 of the 17 index charts comprising a typical daily report
produced by MaxSys(tm)
These fifteen other indices are also included in the report set:
Armed with this up-to-date daily information, you will be able to make
intelligent, informed decisions about allocating resources and other
operational adjustments in the most appropriate and optimum manner.
Additionally, a valuable, comprehensive summary sheet is included as shown
below.
And finally, to complete the report set, our exclusive 'MAXadvisor(tm)'
intelligent agent automatically analyzes your day's ACD performance and
offers valuable operational advice as shown below:
You can think of 'MAXadvisor(tm)' as your personal ACD consultant!
MaxSys(tm) hardware consists of a communications-equipped
PC/printer configuration associated with your ACD's MAX. To provide
the highest operational reliability, remote rebooting as well as back-up
emergency power hardware is included.
MaxSys(tm) software consists of a proprietary multitasking
application that furnishes scheduling, error-reporting, site ID security,
date/time update functions, communications control, data
compression/decompression facilities, printing control, configuration
management and other needed functions.
During the initial installation phase, your MAX is remotely programmed
using our ThruVision(tm) technology, with a proprietary
algorithm that is carefully customized to your site to allow it to
produce the raw data needed by MaxSys(tm). In all, your
MAX is configured to provide more than 80 statistical fields to
MaxSys(tm).
Once operational, the local MaxSys(tm) PC continuously collects
data stream events to its hard drive. Automatically, once per day at
predefined intervals (usually early morning), the PC compresses and
delivers the data collected via high-speed modem to the MaxSys(tm)
central site located at Development Associates' headquarters in Santa Ana, CA.
There, the data are stored in a centralized archive, decompressed and
processed by our exclusive algorithms into a comprehensive series
of tabular and graphical reports. This report set is then returned
via modem to your MAX site and automatically printed by the associated
high-resolution color printer for subsequent review and corrective
operational action by your ACD staff.
The MaxSys(tm) concept allows on-going tuning and report content
variation via its ThruVision(tm) remote programming features.
This even includes modification of local execution images (i.e. software
updates).
To provide a powerful system support medium, our responsible personnel
are given special log-in accounts on Development Associates' on-line
support service which is available 24 hrs/day. This service contains
an array of information related to MaxSys(tm) and includes
messaging and file transfer capabilities.
The ACD associated MaxSys(tm) computer has the following
presentation screen on its monitor.
However, MaxSys(tm) operation is almost entirely automatic!
In fact, we recommend that you operate MaxSys(tm) with the
video monitor off and the keyboard locked!
If you still insist, you can watch the MaxSys(tm) screen as it
collects data from your MAX and then periodically process the collected
data and sends it to us for further processing.
Or you can watch as we deliver report sets back to you where they are
automatically printed on your local color printer.
Normally, your only interaction with MaxSys(tm) is to review
and evaluate the daily report set and make operational adjustments to
your ACD facility.
Of course, we do ask that you keep the color printer supplied with paper
and ensure that the ink cartridges are occasionally replaced as described
in the printer's documentation.
MaxSys(tm) Service starts for much less than the cost of an
entry-level employee. And if you choose, MaxSys(tm) hardware
can be obtained on a low-cost lease basis so you can pay for
MaxSys(tm) Service out of the savings it brings to your
ACD operations.
And with MaxSys(tm) Service, no staff training is required
and you know how much money that can save! With MaxSys(tm)
you win numerous ways!
Because MaxSys(tm) archives your MAX's data at its central
site it overcomes MAX's inherent capacity limit, allowing, in effect, an
unlimited archive capacity using our EZaccess(tm) technology.
This coupled with an elegantly simple archive retrieval technique
provides for future extension of MaxSys(tm) to include
data mining, predictive reporting and closed-loop optimization control.