Section 521

Built-In ACD Supervisor Guide

 

 

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.

S-ICX-5.0-521 (ACD 4.0)

S-ICX (International) issued October 2000

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Panasonic S-ICX technical manual MIS Function Tabulation Unit, Agent Activity