Panasonic S-ICX technical manual MIS Function Tabulation Unit, Agent Activity

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Section 521	Built-In ACD Supervisor Guide

8.If a non-Agent picks up an ACD call, MIS report will not be accurate. Therefore, the Manufacturer recommends not to assign ACD lines to FF keys.

9.The MIS report includes Abandoned incoming calls.

•Exchange disconnects call before agent answers.

The following gives an outline of the MIS report output.

Agent Activity

The following reports are tabulated on a per agent basis:

•Total Log-in Time, Unavailable Time, Talk Time, Idle Time & Percentage (IDLE Time=LOGIN Time-TALK Time).

•Average time from call incoming to answer.

•Number of incoming calls, number of answered calls.

Group Activity

The following reports are tabulated on a per group basis:

•Total Log-in Time, Unavailable Time, Talk Time, Idle Time & Percentage (IDLE=LOGIN-TALK).

•Number of incoming calls, number of answered calls.

System Activity

The following reports are tabulated on a per system basis:

•Total Log-in Time, Unavailable Time, Talk Time, Idle Time & Percentage (IDLE=LOGIN-TALK).

•Number of incoming calls, number of answered calls.

Work Unit Count

The following report is tabulated:

Number of per-code calls (tabulated on a daily/weekly basis for each group/ system).

MIS Function Tabulation Unit

MIS report is output in the following cycles:

•Hourly report:

Specified date(s) can be output on an hourly (0-24) basis.

•Daily report:

Data for previous week/this week can be output on a daily basis. The oldest available data is Monday of previous week.

•Weekly report:

Data for both previous and this weeks are output on a weekly basis.

S-ICX-5.0-521 (ACD 4.0)

S-ICX (International) issued October 2000

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Contents Panasonic ICX Version 5.0 International ACD Version Issued OctoberPage Contents Index Agent FeaturesGeneral System Information ConfigurationSpecifications Basic Service Flow Selecting Program Processing ACD Call Handling ProgramOperation FF1 Edit FF2 Insert FF3 Delete FF6 ALL Delete Com Parameter1 Parameter2 Parameter3 Description Programming by CommandsFollowing describes the operation in each of the processes For details on settings see, Basic Service FlowSearch 2,020 Insert FF2 Delete FF3 ALL Delete FF6 Outline Transfer Destination Voice NumberActivating Supervisor Menu Common Supervisor Menu OperationsFrom Large Display Telephone Press the Log-in button FF key For further operations, see desired section in this manualCommon Supervisor Customisation Operations Supervisor CustomisationDirect 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 Changing Supervisor IDs and User Information Recording ID Setting3201 This procedure sets agent ID numbers and their groups Setting Agent IDsProgram Address 3301~3364 Registration Confirming Agent IDs Setting Service Flow DetailsProgram Address 3401/3501/3601 Agent search method From the Supervisor Menu screen select System Supervisor MonitoringScreen explanation Traffic InformationAgent Status Waiting CallsFirst screen Press the Next key for additional informationMIS Report Outline MIS Report FeaturesSecond and the subsequent screens Agent Activity MIS Function Tabulation UnitGroup Following shows available reportCommon Operation of MIS Report MIS Report OperationACD Supervisor Mode Menu Flow Chart System ID Agent ID Group Setting Call Handling Hourly tabulation of each agent Agent ReportFirst date input + Hold key + Last date input + Hold key Weekly tabulation of each agent Group Report Work Unit Count System ReportDaily tabulation of work unit count Weekly tabulation of work unit count MIS data clear Other Features Data Clear and Output CancelUser Information Recording MIS data output confirmation/cancelIs the same as that for item O Built-In ACD Supervisor Guide Your Information Message Deletion Message. To Log-out procedure Log-in procedureLog-in / Log-out Work Unit Count Available/UnavailableSet the program setting for the Wrap function as follows Wrap FeatureKey Assignment Zip TonePress the ON/OFF key and Prog key Select a vacant FF key ∗73 Press Redial key Select to feature code to assignPress 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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