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ARC Supervisor Training

Arc Supervisor enables the Supervisor and Management to set levels of service, manage staffing levels and monitor the performance presented.
Arc Supervisor Training is a hands on step by step training course covering all the procedures a Supervisor will use day to day to monitor the service to callers both internal and external. The course covers screen layout and the system reports necessary to monitor incoming and outgoing traffic and operator performance, making dynamic changes to the configuration where necessary.
Live traffic monitoring is demonstrated, enabling the Supervisor to take immediate action in out of line situations. By the end of the session the attendees will be able to find and interpret specific reports and present reports to Management.

Duration 3 hours per session
Group Size Up to 3 people per session
Prerequisite This course must take place after a cutover and the system must be signed off by the end client
Course type Contact Centre Supervisor
Training Room Requirements Meeting Room
PC with Arc Supervisor
Arc Supervisor Login & Password
System must be live for at least one week
Flipchart
Projector
Access to printer
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions
Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams
Note This course should take place before a cutover

Course Content

Upon successful completion, delegates will be able to understand the following reports:

Historical Data – Traffic

  • Specific Queues/All Queues
  • Daily/Hourly/Weekly/Monthly traffic
  • Offered/Answered/Abandoned/Time to Answer/Percentages answered
  • Investigate Abandoned Calls
  • Out of Hours Traffic
  • Time Consistent Busy Hour

Historical Data – Operator Activity and Performance

  • All Operators/Individual Operator Activity
  • Number of Incoming Calls Answered per Operator
  • Daily/Hourly/Weekly/Monthly
  • Operator Handling Time
  • Number of Operator Outgoing calls made by Time and DDI number

Real Time Data – Live Traffic Monitoring

  • Number of Operators on Duty/Available
  • Number of Incoming Offered Calls
  • Number of Abandoned Calls

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