ACD Supervisor Mode Menu Flow Chart | Panasonic S-ICX manual

Built-In ACD Supervisor GuideSection 521

Figure 4. ACD Supervisor Mode Menu Flow Chart

MAIN SUPERVISOR MENU
		SYSTEM				TRAFFIC INFORMATION
		INFORMATION				WAITING CALL


						AGENT STATUS
						AGENT STATUS

MIS REPORT

AGENT REPORT

PERSONAL

(Agent ID code input)

ALL AGENT

A HOURLY				(INPUT START DATE
A HOURLY				(INPUT START DATE
				AND LAST DATE)
B DAILY				THIS WEEK
B DAILY				THIS WEEK
				LAST WEEK
				LAST WEEK
C WEEKLY				ALL
				ALL

D HOURLY				(INPUT START DATE
D HOURLY				(INPUT START DATE
				AND LAST DATE)
E DAILY				THIS WEEK
E DAILY				THIS WEEK
				LAST WEEK
				LAST WEEK
F WEEKLY				ALL
				ALL

GROUP REPORT

GROUP1

G HOURLY			(INPUT START DATE AND LAST DATE)
G HOURLY			(INPUT START DATE AND LAST DATE)
H DAILY			THIS WEEK
H DAILY			THIS WEEK
			LAST WEEK
			LAST WEEK
I WEEKLY			ALL
			ALL

GROUP2

GROUP3

SYSTEM REPORT

HOURLY			(INPUT START DATE AND LAST DATE)
HOURLY			(INPUT START DATE AND LAST DATE)
DAILY			THIS WEEK
DAILY			THIS WEEK
			LAST WEEK
			LAST WEEK
WEEKLY			ALL
			ALL

HOURLY			(INPUT START DATE AND LAST DATE)
HOURLY			(INPUT START DATE AND LAST DATE)
DAILY			THIS WEEK
DAILY			THIS WEEK

LAST WEEK

		ALL
	WEEKLY
	J HOURLY	(INPUT START DATE
		AND LAST DATE)
	K DAILY	THIS WEEK
	L WEEKLY	LAST WEEK
	L WEEKLY	ALL
		ALL
	INCOMING ABANDONED CALLS

WORK UNIT COUNT		SYSTEM		M WEEKLY

N DAILY

GROUP1 WEEKLY

DAILY

36

S-ICX (International) issued October 2000

S-ICX-5.0-521 (ACD 4.0)

Image 40

Panasonic S-ICX technical manual ACD Supervisor Mode Menu Flow Chart

Contents

ICX Version 5.0 International ACD Version Issued October PanasonicPage Contents Agent Features Index Configuration General System Information Specifications Basic Service Flow Selecting Program Processing ACD Call Handling ProgramOperation FF1 Edit FF2 Insert FF3 Delete FF6 ALL Delete Programming by Commands Com Parameter1 Parameter2 Parameter3 Description For details on settings see, Basic Service Flow Following describes the operation in each of the processes Search 2,020 Insert FF2 Delete FF3 ALL Delete FF6 Transfer Destination Voice Number Outline Common Supervisor Menu Operations Activating Supervisor MenuFrom Large Display Telephone Press the Log-in button FF key For further operations, see desired section in this manual Supervisor Customisation Common Supervisor Customisation Operations Direct Incoming Call Setting 2103005 Transferring Incoming Call Setting 2203005 Did Call Setting Enter the did ID using the 10-key pad Ext. Group Call Setting Enter the last incoming ACD port using the 10-key pad Changing Supervisor IDs and User Information Recording ID Setting3201 This procedure sets agent ID numbers and their groups Setting Agent IDsProgram Address 3301~3364 Registration Setting Service Flow Details Confirming Agent IDs Program Address 3401/3501/3601 Agent search method Supervisor Monitoring From the Supervisor Menu screen select System Traffic Information Screen explanation Waiting Calls Agent Status Press the Next key for additional information First screen MIS Report Outline MIS Report FeaturesSecond and the subsequent screens MIS Function Tabulation Unit Agent Activity Following shows available report Group MIS Report Operation Common Operation of MIS Report ACD Supervisor Mode Menu Flow Chart System ID Agent ID Group Setting Call Handling Agent Report Hourly tabulation of each agent First date input + Hold key + Last date input + Hold key Weekly tabulation of each agent Group Report Work Unit Count System ReportDaily tabulation of work unit count Weekly tabulation of work unit count Other Features Data Clear and Output Cancel MIS data clear User Information Recording MIS data output confirmation/cancelIs the same as that for item O Built-In ACD Supervisor Guide Your Information Message Deletion Message. To Log-out procedure Log-in procedureLog-in / Log-out Available/Unavailable Work Unit Count Wrap Feature Set the program setting for the Wrap function as follows Key Assignment Zip TonePress the ON/OFF key and Prog key Select a vacant FF key ∗73 Press Redial key Select to feature code to assignPress Hold key to store Press ON/OFF key to end Index FF1 ICX-5.0-521 ACD ICX International issued October Index-3