NEC Center User Guide

Monitoring
Center 4.0 User Guide 43
N-TeliAgent
Click the Monitor button in the main window to open the Monitor window.
Figure 28. Monitor window
Selecting the Workgroups to Monitor
1. Click the Change button in the Monitor window to open the Change 
Monitor window. 
2. Select the check boxes next to the workgroups you want to monitor, 
and click OK. 
The extensions in the selected work groups are now listed in the 
Monitor window. 
Reading the Monitor List
In the monitor list, each selected extension is...

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44Center 4.0 User Guide
•Auto Attendant—the extension is connected to an Auto Attendant
•Holding - the extension is on hold
Calling or Picking Up Calls
If a monitored extension is in an idle state, clicking the State field of an 
extension rings that extension. 
If the monitored extension is in a ringing state, clicking the State field 
picks up that call.
Viewing a Call History
Click the History tab to view a history of calls for the workgroup 
extensions you’re...

Monitoring
Center 4.0 User Guide 45
N-TeliAgent
Viewing Workgroup Statistics
Click the Workgroup tab to open the Workgroup window and view 
statistics on workgroup activity for the monitored workgroups. 
Most of the data is self-explanatory, but you might note that the Service 
Level represents the percentage of workgroup calls that have been taken out 
of queue before the Threshold time has expired. 
Also, note that the Login Time is the time you logged in to the workgroup.
Much of the data reported...

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46Center 4.0 User Guide
Viewing Queues
Click the Queue tab to open the Queue window to view the calls in queue 
for the monitored workgroups. The call data includes the Caller ID and 
caller name, if available, as well as the workgroup and amount of time the 
call has been in queue.
Figure 30. Queue window 

Logging In
Center 4.0 User Guide 47
Supervisor
CHAPTER 5
Using Center as a Supervisor
Logging in to Center as a Supervisor allows you to view workgroup and 
agent performance statistics and a history of calls. You can print this 
statistical data or export it to a CSF (Call Summary Format) file. 
Further, you can view call data for calls in queue. You can listen to and, if 
your system is set up for it, barge in to agent telephone calls.
You cannot use NCS Supervisor logging in with the IP Extension...

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48Center 4.0 User Guide
Viewing Group Statistics
Figure 32. Group Statistics window
The Group Statistics window displays—for each workgroup—real time 
workgroup activity and performance, workgroup performance since 
midnight, and a summary of agent data. The statistics displayed are for 
workgroup calls only.
These statistics are reset every night at midnight.
Most of the statistics are self-explanatory, but you may wish to note the 
following:
•Wrapup—whether or not to...

Viewing Group Statistics
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Supervisor
•Service level—the percentage of workgroup calls that have been taken 
out of queue before the Threshold time has expired.
•Average wait time for answered calls—the average amount of time 
a caller is in queue before being answered. 
•Average wait time for abandoned calls—the average amount of time 
calls were in queue before they were abandoned. Abandoned means 
that the caller has hung up before the call was answered.
•Calls abandoned—the...

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50Center 4.0 User Guide
Viewing Agent Statistics
Figure 33. Agent Statistics window
The Agent Statistics window displays statistics for each agent, including 
the number of calls answered, the average talk time (average amount of 
time spent on the telephone per call), and the average time spent in wrap up.
The table also displays the login and logout times.
Click the workgroup extension tab at the bottom of the panel to view 
statistics for agents in another workgroup.  

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Supervisor
Viewing a History of Agent Activity
Click the History button in the Agent Statistics window to view a history 
of agent activity for the currently selected workgroup’s agents.
Figure 34. Agent Call History window
The Call History displays a data panel, showing you the number of calls for 
each agent in the work group. The default view is for the current two hour 
period. 
The data covered is from midnight to the current time, and the data is...

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Viewing Agent Current Status
Click the Agent State button to view the current status of the agents for the 
selected workgroup. 
Figure 35. Agent State window
This window displays information about the agent’s logon status and the 
extension state, described on page 14. If the agent is connected to a caller, 
Caller ID and call data is displayed. 
The green light will turn red if:
• the extension is off hook.
• the extension is in the Forward All...