Lucent Technologies 555-230-024 manual Call Center Summary

Call Center Solutions

The Basic Call Management System collects and processes DEFINITY ECS’s ACD call data (up to seven days) within the system; an adjunct processor is not required to produce call management reports.

The Basic Call Management System provides various measurements for monitor- ing the operations of an ACD application. Basic Call Management System soft- ware organizes ACD calls and call-center measurements into functionally different reports that supply information useful for managing ACD facilities and personnel. The reports can be displayed on the system administration terminal in real time, printed immediately, or scheduled for printing at a later time via the Report Scheduler feature.

The following are the types of reports that can be generated:

■Real-time reports

—Agent Status

—System Status

—Vector Directory Number Status

■Historical reports

—Agent

—Agent Summary

—Split

—Split Summary

—Trunk Group

—Vector Directory Number report

Call Center Summary

Figure 3-2summarizes how you might set up a DEFINITY Call Center.

3-14Issue 5 January 1998 555-230-024