Project Management

With project management, contact center managers in companies can separate the projects they are responsible for. Thus, better data can be obtained for report and presentation. Administrators can see a small part of the contact centers, as well as the entire contact center.

Projects separate departments within the company. A Project can be opened for each section. Thus, all of them are reported separately and have their statistics. It allows several companies to work together.

Defined in contact center,

• Skills
• Agent Group
• Webchat Skills
• Campaigns
• Incoming Route
• Outgoing Route
• Authorized Users

You can make them a project by grouping them among themselves. You can report these projects separately under Project Reports tab in CDR. It breaks the big picture into smaller parts, allowing you to understand the situation and get an easy report.

Project management can generally be preferred in projects with more crowded teams or call queues, etc. It may not be used in small-scale projects or projects with information such as a single queue.

Example: X company uses Contact Center Tegsoft. Company X has more than one brand. (Sugar Company, Sold Company etc.) This method can be used if it is desired to get separate reports about the incoming calls to companies.

Example2: You can separate units such as sales, accounting, education in your company as projects, so you can evaluate each team on your own.

Project Definition

With the supervisor user, you can access the Project Management menu under CC Management on the left panel.

A new project is opened with the "+" key. The project is given a name. There is a notepad for this project. Those who are authorized from the project will be able to see the written note. press save button. The following defined targets will be seen after pressing the save button.

Note: Data processing tab is not used for project management. It is recommended that you do not use this field when creating a project. You can get detailed information about data processing from Tegsoft Technical team.

• Skills: Used for inbound calls. The appropriate one for this project should be selected from the defined queues.
• Agent Group: The appropriate one for this project should be selected from the defined agent groups.
• Webchat Skills: Used for Webchat messages. The appropriate one for this project should be selected from the defined Webchat queues.
• Campaigns: Used for outbound campaigns. Among the defined campaigns, the appropriate one for this project should be selected.
• Incoming Route: Among the defined outbound routes, the appropriate one for this project should be selected.
• Outgoing Route: It is used for outbound calls. Among the defined outbound routes, the appropriate one for this project should be selected.
• Authorized Users: Authorized users can view reports and dashboard screens related to this project.

For Example,
While defining on the project management screen, let's add the General Queue and Private Skill queues to the project. Thus, we have created a project for these two queues. These two queues information will appear on the project dashboard screen.

For Example2,
If we want to design the first example for webchat queues, we need to add the appropriate queues from the Webchat skills tab.

For Example3,
If a project is desired for Incoming Route and Outgoing Route, it can be added from their own tabs.
Note: In project reports, appropriate routes must be added to these fields for Inroute reports. Otherwise, Inroute reports will be empty.

Project Dashboard

The queues we added in project management can now be viewed by the authorized user to the dashboard.

After making appropriate selections in this field and completing the project record, Project Dashboard menu is entered under Applications. The authorized user will see the appropriate project in this field. After selecting the time period at the top, the project information will appear on the screen.

You can see the definitions you have chosen about the project with graphics on this screen. You can adjust the results by changing the time zone. You can export this information to excel.

Prject Summary

You can view summary information about your project in the "Project Summary" in the second tab.

Project Details

You can view detail information about your project in the Project Details in the third tab.

• SL: (100 * (answered calls that are answered within the base time / total number of answered calls))
• SLA: (100*(number of answered calls that are answered within the base time) + (number of abandon calls within base time) / (Total number of answered and abandon calls)
• Enter Queue: Count of queued calls.
• Abandon Call: Count of missed calls.
• Answer Percentage (%): The rate of answered calls.
• Average Talk Time: Average talk time of agents with the customer for a call.
• Average Wait Time: The length of time a customer waits in the queue.
• Average After Call Work: Average processing time after the call.
• Average Hold Time: The waiting time of the customer in the hold state during the call.
• Efficiency: Agent call time / Agent's total time in the system ((Call time + After call processing time) / login time) * 100