Common use of Reporting & Analytics Clause in Contracts

Reporting & Analytics. The Service Provider’s responsibilities include, and Service Provider shall do the following: • Provide industry standard reporting for system, agents, ACD and IVR, including real-time, industry standard call metrics and the ability to set SLA’s therein. • Ability to provide base line, canned, ad-hoc, historical and real-time reports supported by dashboards with graphs and charts. • Ability to support wallboard displays for dashboard performance metrics such as calls/email/chat/etc. answered, service levels, abandon rates, calls waiting, hold times, view all agent’s status, and banner messages. • Ability for Agency to define, build and run custom reports supporting business requirements. • Provide for real-time access by Authorized User to reporting systems. • Allow agent to view their individual call metrics (real time, historical and baseline) on their desktop. • Ability to change reporting metric requirements for different skillsets. • Ability to prompt messages on agent desktop displays. • Ability to provide an Agent Report that tracks the entire Agent call flow for any single call. • Ability to export raw contact center analytics data for use. • Provide access to application historical data for 37 months, agent historical data for 13 months. The Service Provider’s responsibilities include, and Service Provider shall do the following: • Manage and maintain call recording systems, voice and screen, including: • Provide 20% random call recordings and screen capture per agent per day. • Provide online storage to hold at the minimum two calendar months of recordings per agent. • Provide interface to archive recordings to GTA or Agency provided storage. • Provide a method for appropriately adjusting monthly online storage needs. • Ability to barge-in a call, coach, conference or take over call and record it. • Ability to listen to a call at any point during the call. • Ability to record one agent during workday and not impact the 20% recording time • Ability to listen to recorded calls from any location (web-based call recording) • Ability to email downloaded recordings. • Ability for agent to initiate recording their own all • Ability to search recordings by filters • Have the ability to administer call center recordings based on agent. Be able to designate 100% recordings or unique amount separate from standard recording environment, per agent. Customer Surveys • Provide the ability to initiate, collect, and track information on customer surveys within the system for the support of the contact center service. The Service Provider’s responsibilities include, and Service Provider shall do the following: • Toll-Free service requirements o Service Provider needs to include toll-services on a per-minute and inclusive to the per-seat pricing model. • Provide per-minute inbound and outbound toll-free services • Provide inclusive inbound and outbound toll-free services • Provide erlang standard calculations for appropriately sizing inbound trunking requirements and provide quarterly assessments to adjust as needed. • Trunking can be shared between Agencies but should not impact performance of individual contact centers • Service Provider may use either TDM or VoIP for trunking for the most efficient performance and price. Data network requirements described below are for optional VoIP termination to Agency contact centers. • Service provider can propose end-to-end data connection for call centers and agents where applicable or leverage existing State protected networks. • Service Provider will provide a tool(s) for self-assessing bandwidth requirements and voice quality performance. • Setting up, supporting, operating, and maintaining data circuits and VoIP circuits (if applicable) as required. • Provide end-to-end network security and monitoring • Provide Virtual Private Network VPN access Enhanced Contact Center Services Enhanced Quality Management The Service Provider’s responsibilities include, and Service Provider shall include the following optionally provide; • Role based score cards with key performance indicators • Integrated Learning Tools • Coaching Management Tools • Enhanced correlation of reporting, optimization and forecasting of key performance indicators. • Open architecture and APIs to allow seamless and easy integrations to State of Georgia systems and databases, as well as third party systems (REST APIs, SQL. Webhooks, etc.) at low cost • Integrated with best -or-breed solutions for WFM system with real time data integration between the contact center and WFM to allow seamless data entry and reporting • Integrated with best-of-breed solutions for ticketing that allows the State of Georgia users/admins to create custom forms with custom fields and integrations, reporting, etc. • Allow the State of Georgia users/administrators to: • Easily change or enhance the call routing from point of the phone number through any IVRs, and Queues, including the ability to route calls based on flags, or options set by the administer or data enter by the caller(for chat users) • Provide guidance and assistance for changes/adds/removes as well as developing customized calls and reports at no additional charge The Service Provider’s responsibilities include, and Service Provider shall do the following: • Provider should describe the workforce management capabilities within their offering • Ability to analyze customer interactions • Leverage call data to adjust scheduling. • Identify customer and employee behavior • Ability to perform short term and long-term forecasting • Provide for skills improvement and coaching • Provide data to forecast schedules for shift assignments • Solution Live transcription and Captioning services • Provide data of the proposed solution accuracy data • Immediate download of transcripts and notes • Easily integrated with LMS and customer relation solutions The Service Provider’s responsibilities include, and Service Provider shall do the following: • Provider should list integrated and separate CRM options as well as ability to leverage existing CRM sources. • Provider should have the capability to migrate existing CRM data into a replacement option. The Service Provider’s responsibilities include, and Service Provider shall do the following: • Setup & Transition Services to Install, manage and maintain Hosted Contact Center Systems used for callers’ access to the Contact Centers, including: • Service provider will provide appropriate technical resources to guide, design, configure and implement all contact center functionality including call scripting and call flows, etc. • Program network-based routing. • Configure call prompters. • Configure transfer connect and advanced features. • Setting up, supporting, operating, and maintaining IVR, Auto Attendant, after-hours processing, call recording and other associated systems required to process calls and allow end- users to control after initial setup. • Develop and implement plan to transition in-scope access numbers including toll and toll free numbers and any other specified numbers from the current Agency Customers’ current Service Provider. • Setting up, supporting, operating, and maintaining data circuits and voice over IP circuits (if applicable) as required processing contact center services and supporting features or products. • Develop, implement, and maintain call routing procedures, which define how calls will be received and allocated across multiple centers (if relevant) and within centers how calls will be distributed to queues. Develop, implement, and maintain process for Agency approval / notification of changes to these procedures. • Design, build, implement, and maintain call routing tables based on criteria defined by Agency, which route calls to Agents based on Agent skill sets and availability. • Develop and maintain routing tables, which map inbound numbers to centers and within centers to appropriate queues. • Provide a certified project manager to work with agencies during implementation phase to plan, document, execute and communicate tasks for the entire implementation process • Provide build, user application testing, test, and production lifecycle management. • Develop and implement procedures for re-routing calls in the event of center outages, emergencies, unexpected call volume spikes or overflows, or other unforeseen circumstances during transition. Plan and changes are subject to approval by Agency. The Service Provider’s responsibilities include, and Service Provider shall do the following: • E-learning, browser based, including training materials and./or videos. • Reference guides for ongoing support. • Provide onsite training for initial implementation. • Provide training for supporting Integration, Agent & Supervisors and End-Users for the use of the contact center services systems. The Service Provider’s responsibilities include, and Service Provider shall do the following: • Service Provider provides a service desk including 24x7x365 coverage accessible through voice, email, web, chat. • Receive notification of events, system issues, status and updates or can be provided as a web portal. • Hosted Contact Center supported by staff that is physically located within the United States.