Panasonic S-ICX MIS Report Features, MIS Report Outline, Second and the subsequent screens

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Built-In ACD Supervisor Guide	Section 521

B. Second and the subsequent screens

ID column: Agent IDs.

EXT column: Extension numbers used by agents.

STATUS column: Current agent status. Meaning of the display is as follows:

Avail: The agent is in the AVAILABLE status.

Unav.: The agent is in the UNAVAILABLE status.

ACD: The agent is engaged in incoming calls via the ACD system.

N-ACD: The agent is engaged in calls other than the above ACD calls.

MIS Report Features

MIS Report Outline

The MIS Report feature provides the Supervisor with a variety of reports. Activity of each agent, system, or a group is tabulated on an hour, day, or week (Monday to Sunday) basis. Data is saved for 14 days.

Printing order is issued from the Supervisor monitor telephone. For details, see [MIS Report Operation]. Output destination is an RS-232C-compatible printer or an RS232C-compatible personal computer (PC). To enable output to a PC, communication software is required. For details on the MIS output and connection, see the Installation Manual.

Notice

1.MIS report data memory is saved for only 14 days regardless of main cabinet’s power switch status of past 14 days.

2.If the date and time of the main unit is changed, MIS report will not be accurate. In this case, output MIS report in advance, and clear the data (See Other Features/Data Clear).

3.MIS report which includes present time (for example 19:30), will be incomplete (report up to 19:00).

4.Two supervisors cannot output the MIS report simultaneously.

5.The MIS report data cannot be cleared if another supervisor has been entering the MIS REPORT MENU.

6.Two supervisors cannot enter the MIS REPORT MENU and CUSTOMIZE MENU simultaneously.

7.The definition of an ACD talk time is a time span from a call picked up to an end of a conversation or transferring to another extension.

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S-ICX (International) issued October 2000

S-ICX-5.0-521 (ACD 4.0)

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Contents ICX Version 5.0 International ACD Version Issued October PanasonicPage Contents Agent Features IndexConfiguration General System InformationSpecifications Basic Service Flow ACD Call Handling Program Selecting Program ProcessingOperation FF1 Edit FF2 Insert FF3 Delete FF6 ALL Delete Programming by Commands Com Parameter1 Parameter2 Parameter3 DescriptionFor details on settings see, Basic Service Flow Following describes the operation in each of the processesSearch 2,020 Insert FF2 Delete FF3 ALL Delete FF6 Transfer Destination Voice Number OutlineCommon Supervisor Menu Operations Activating Supervisor MenuFrom Large Display Telephone Press the Log-in button FF key For further operations, see desired section in this manualSupervisor Customisation Common Supervisor Customisation OperationsDirect Incoming Call Setting 2103005 Transferring Incoming Call Setting 2203005 Did Call Setting Enter the did ID using the 10-key pad Ext. Group Call Setting Enter the last incoming ACD port using the 10-key pad Setting Changing Supervisor IDs and User Information Recording ID3201 Setting Agent IDs This procedure sets agent ID numbers and their groupsProgram Address 3301~3364 Registration Setting Service Flow Details Confirming Agent IDsProgram Address 3401/3501/3601 Agent search method Supervisor Monitoring From the Supervisor Menu screen select SystemTraffic Information Screen explanationWaiting Calls Agent StatusPress the Next key for additional information First screenMIS Report Features MIS Report OutlineSecond and the subsequent screens MIS Function Tabulation Unit Agent ActivityFollowing shows available report GroupMIS Report Operation Common Operation of MIS ReportACD Supervisor Mode Menu Flow Chart System ID Agent ID Group Setting Call Handling Agent Report Hourly tabulation of each agentFirst date input + Hold key + Last date input + Hold key Weekly tabulation of each agent Group Report System Report Work Unit CountDaily tabulation of work unit count Weekly tabulation of work unit count Other Features Data Clear and Output Cancel MIS data clearMIS data output confirmation/cancel User Information RecordingIs the same as that for item O Built-In ACD Supervisor Guide Your Information Message Deletion Message. To Log-in procedure Log-out procedureLog-in / Log-out Available/Unavailable Work Unit CountWrap Feature Set the program setting for the Wrap function as followsZip Tone Key AssignmentPress the ON/OFF key and Prog key Select a vacant FF key Press Redial key Select to feature code to assign ∗73Press Hold key to store Press ON/OFF key to end Index FF1 ICX-5.0-521 ACD ICX International issued October Index-3

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