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 listed along with its State, 
Number, Name, and Group—workgroup, if applicable. 
The state can be one of the following: 
•Idle—the extension is not in use. You can click the State field of an 
idle extension to have Center connect you to that extension.
•Connected—the extension is in use.
•Ringing—the telephone on the extension is ringing. You can click the 
status box of that extension to answer a call from your own extension.
•Conference—the extension in on a conference call
•Voice Mail—the extension is in voice mail. 
						

							Using Center as a Workgroup Agent 
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. The features and functions of this window 
are described beginning on page 35. 
						

							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 here is also reported in the Supervisor’s view of 
group statistics and is further discussed on page 48. 
These statistics clear if the system is reset.
Click the Print button to print the statistics.
Figure 29. Workgroup window displaying workgroup statistics 
						

							Using Center as a Workgroup Agent 
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 
Integrated with NetMeeting option. 
Logging In
After initial login as a Supervisor described as described on “Logging In” 
on page 9, you are asked to specify which workgroups you want to monitor.
Figure 31. Password window for workgroup supervisor login
Select the workgroups using the drop-down lists, and type in the password 
for each workgroup pilot extension. If you want the software to remember 
the passwords, select the Save workgroup password check box. When 
you’re ready to go, click Login. 
Center supports logging in on up to eight workgroups simultaneously. 
						

							Using Center as a Supervisor 
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 allow wrapup time, and the duration that 
can be used to wrap up after hanging up a workgroup call, are 
determined in the NCS Ware Administrator. The statistic shows the 
number of agents that are currently in the wrapup state. The Agent 
Statistics window displays the average wrapup time per agent.
•Calls exceeding service level threshold—the service level threshold 
is the maximum amount of time that is acceptable for a caller to wait 
before the call is answered. This statistic represents the number of calls 
exceeding that time limit. 
						

							Viewing Group Statistics
Center 4.0 User Guide 49
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 number of calls abandoned since midnight. 
•Average talk time—the average amount of time workgroup agents are 
actually talking to callers. The average time per agent is shown in the 
Agent Statistics window.
•Busy—the number of agents whose telephones are off hook, or the 
extension is in the Forward All Calls or Do Not Disturb state.
Switching Workgroup Views
Click the workgroup extension tab at the bottom of the panel to view 
statistics for another workgroup. 
Exporting or Printing Statistics
Use the Export button and then specify a directory and file name to save 
records to a CSF (Call Summary Format) file, or use the Print button to 
print the records.
Because these statistics are reset every night at midnight, if 
you do not exports or print records before the reset, you 
cannot recover the data. 
						

							Using Center as a Supervisor 
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.  
						

							Viewing Agent Statistics
Center 4.0 User Guide 51
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 
cleared and refreshed at midnight.
You can change the display as follows:
Click the Zoom In and Zoom Out buttons to change the length of time 
displayed. Zoom In takes the display down to 1/2 hour increments. Zoom 
Out takes the display up to as much as 4 hour increments.
Click the Prev button to view previous time periods and click the Next 
button to return toward the current time period.
Click the Refresh button to update the window data.
Clicking Refresh can result in the transfer of a large amount 
of data and can be time consuming. It is recommended you do 
not use this button frequently. 
						

							Using Center as a Supervisor 
52Center 4.0 User Guide
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 Calls (FWD) state.
• the extension is in the Do Not Disturb (DND) state.
• the extension is in wrapup after a call.
The Readiness column describes these states: Logout, FWD, DND, Wait.
Changing Views and Printing Data
Click the workgroup pilot extension tab at the bottom of the panel to view 
data for agents in another workgroup. 
Click the Print button to print the current window data.