Call Center Solutions
555-230-024
3-14 Issue 5 January 1998
The Basic Call Management System collects and processes DEFINITY ECS’s
ACD call data (up to seven days) within the system; an adju nct processor is not
required to produce call management reports.
The Basic Call Management System provides various me asurements for monitor-
ing the operations of an ACD application. Basic Call Managem ent System soft-
ware organizes ACD calls and call-center measurements into functionally
different reports that supply information useful for managing ACD facili ties 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 vi a 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 3-2 summarizes how you might set up a DEFINITY Call Center.