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Chapter 2. Telephone Systems and Cabling > LAN/PBX/ACD Connectivity to Enhance ...

LAN/PBX/ACD Connectivity to Enhance Productivity

Downloading ACD Statistics to PCs

In an ACD environment, everything is measured. Reports on real-time status of calls are the lifeblood of an ACD. Downloading statistics from an ACD to a PC is commonly done via a local area network. Putting the ACD on a LAN allows information on calls to be manipulated in PC programs such as Excel®. Moreover, specialized scheduling programs are designed to run on PCs. These scheduling programs use historical ACD data, stored on PCs, to determine the correct number of employees needed to answer telephones each half-hour of the day and during holidays, busy seasons and snowstorms. With connectivity to a LAN, this information can be forwarded electronically to direct supervisors, managers and high-level executives. Computer and LAN to ACD/PBX connectivity is used to:

  • download ACD reports to PCs

  • provide real-time status of incoming and outgoing ACD calls and agents on ACD supervisors' PC screens

  • improve employee productivity and service to callers


  

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