Panasonic S-ICX technical manual ACD Supervisor Mode Menu Flow Chart

Page 40

Built-In ACD Supervisor GuideSection 521

Figure 4. ACD Supervisor Mode Menu Flow Chart

MAIN SUPERVISOR MENU

 

 

 

SYSTEM

 

 

 

TRAFFIC INFORMATION

 

 

INFORMATION

 

 

WAITING CALL

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

AGENT STATUS

 

 

 

 

 

 

MIS REPORT

AGENT REPORT

PERSONAL

(Agent ID code input)

ALL AGENT

A HOURLY

 

 

 

(INPUT START DATE

 

 

 

 

 

 

 

AND LAST DATE)

B DAILY

 

 

THIS WEEK

 

 

 

 

 

 

LAST WEEK

 

 

 

 

C WEEKLY

 

 

ALL

 

 

 

 

 

D HOURLY

 

 

 

(INPUT START DATE

 

 

 

 

 

 

 

AND LAST DATE)

E DAILY

 

 

THIS WEEK

 

 

 

 

 

 

LAST WEEK

 

 

 

 

F WEEKLY

 

 

ALL

 

 

 

 

 

GROUP REPORT

GROUP1

G HOURLY

 

 

(INPUT START DATE AND LAST DATE)

 

 

H DAILY

 

 

THIS WEEK

 

 

 

 

 

LAST WEEK

 

 

 

I WEEKLY

 

 

ALL

 

 

 

 

 

GROUP2

GROUP3

SYSTEM REPORT

HOURLY

 

 

(INPUT START DATE AND LAST DATE)

 

 

DAILY

 

 

THIS WEEK

 

 

 

 

 

LAST WEEK

 

 

 

WEEKLY

 

 

ALL

 

 

 

 

 

HOURLY

 

 

(INPUT START DATE AND LAST DATE)

 

 

DAILY

 

 

THIS WEEK

 

 

LAST WEEK

 

ALL

WEEKLY

 

J HOURLY

(INPUT START DATE

 

AND LAST DATE)

K DAILY

THIS WEEK

L WEEKLY

LAST WEEK

ALL

 

INCOMING ABANDONED CALLS

WORK UNIT COUNT

 

SYSTEM

 

M WEEKLY

 

 

N DAILY

GROUP1 WEEKLY

DAILY

36

S-ICX (International) issued October 2000

S-ICX-5.0-521 (ACD 4.0)

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Page 39 Page 41
Contents ICX Version 5.0 International ACD Version Issued October PanasonicPage Contents Agent Features IndexConfiguration General System InformationSpecifications Basic Service Flow Selecting Program Processing ACD Call Handling ProgramOperation 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 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 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 Outline MIS Report FeaturesSecond 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 Work Unit Count System ReportDaily tabulation of work unit count Weekly tabulation of work unit count Other Features Data Clear and Output Cancel MIS data clearUser 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 Available/Unavailable Work Unit CountWrap Feature Set the program setting for the Wrap function as followsKey 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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