Section 521 Built-In ACD Supervisor Guide
S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 33
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.