Section 521

Built-In ACD Supervisor Guide

 

 

Setting on Service Flow Details

Outline

This procedure makes a variety of settings such as service flow setting, separately for agent group 1 and agent group 2.

Operation

CUSTOMIZE MENU

LINE REGIST.

SYSTEM ID

AGENT ID

GROUP SETTING

CALL HANDLING

GROUP SETTING

GROUP1

GROUP2

GROUP3

CUSTOMIZE MENU

3401:1

GROUP 1

1:LEAST BUSY 2:LONGEST IDLE

CUSTOMIZE MENU

1.From [CUSTOMIZE MENU] screen, press the soft key 4 or 9 select [GROUP SETTING].

2.From [GROUP SETTING] screen, use soft keys to select the agent group to be set.

Agent group 1: soft key 1 or 6

Agent group 2: soft key 2 or 7

Agent group 3: soft key 3 or 8

3.First setting (3401) for the selected group is displayed. Enter a set value, then press the HOLD key to validate setting. Every time the HOLD key is pressed without set values specified, the next setting item is displayed. Press FL/R key to return to the previous setting.

4.To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10.

Setting

If the first two digits of a setting number is [34], the setting pertains to group 1, [35], to group 2 and [36], to group 3. The following explanation, therefore, shows group 1/group 2/group 3 settings.

Program Address 3401/3501/3601: Agent search method

Set the agent search method. Select either of the following:

1:LEAST BUSY FIRST setting. This mode first selects the agent whose busy rate (total busy time/total Login time) is the lowest in the group for the day.

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DBS 576 (USA) issued October 2000

576-3.6-521 (ACD 4.0)

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Panasonic DBS 576 manual Setting on Service Flow Details, Program Address 3401/3501/3601 Agent search method

DBS 576 specifications

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