NEC Neax2000 Ivs Acd Mis System Manual

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Revision 1 Table 3-1  Specific Key Functions
Key(s) Function(s)
Arrow keys
TA B
SHIFT + TAB
SPACEBAR
ENTER
PAGE DOWN
PAGE UP
ESC
F3
F4
F1General control of cursor position 
Move the cursor horizontally across separate fields, from left to right
Move the cursor horizontally across separate fields, from right to left
Toggle various parameter options (listed at bottom of screen) during data specification
- Enter specified data into system memory
- Alternate...

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3. STATISTICS MONITORING
The Statistics Monitor mode involves a total of seven separate screen displays, each of which is divided into two
portions. The first four screens present combined System and Group Statistics. The remaining three screens
present Group and Agent Statistics.  In either case, the last screen also includes specific system details (e.g.,
ACD group indial numbers, agent names, etc.).
By simple key operations it is possible to...

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4. STATISTICS REPORTING
This function enables printing or display of statistical records as a range of seven ACD-group-related reports
and one agent-related report.
In general, ACD-MIS stores information for two separate maximum periods:
For reports with detailed hourly (or more regular) summaries of call statistics, the limit is 45 days. There-
after,  records are deleted daily at midnight, with a new file created for the next day.
For all...

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4.1 Report Configuration
Step 1. From the Statistics Report submenu, press 1.  The Report Configuration screen displays.
Step 2. Type in the preferred Report Name and press ENTER.  The cursor will move to the Report Type
parameter.  All parameters will display their default values. If the entered Report Name already ex-
ists, current assignments will be displayed instead and the cursor will move to the Action parameter.
Action allows existing...

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Revision 1 4.2 Report Group Configuration
Step 1. From the Statistics Report submenu, press 2. 
The Report Group Configuration screen will display.
Step 2. Type in the selected Report Group Name then press ENTER.  The cursor will move to the first line
of the Report parameter. If an existing Report Group Name is specified, the range of included re-
ports and assigned parameters will be displayed.  For a new entry, the no report default value will
instead...

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4.3 Report Scheduler
Step 1. From the Statistics Report submenu, press 3. The Report Scheduler screen displays, showing any
current assignments.
Check the Group column. Each entry will be either the default value (no group) or a specified Re-
port Group. 
Step 2. For new assignments, move the cursor down to the first no group line and select the required (Re-
port) Group from the listing at the bottom of the screen either by toggling with SPACE...

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Depending on the selected Schedule, not all of these parameters will be necessary.  The actual entry
requirements are set out in Table 3-4.
* Where both day and date are options, day takes priority.
Step 5.TAB to Day.  The days of the week are displayed at the bottom of the screen.
Step 6. In a similar manner (i.e., SPACE BAR or indicated letter), assign or modify the entry for day, as
required.
Step 7.TAB to Time.  Position the cursor at the...

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4.4 Create Report
Step 1. From the Statistics Report submenu, press 4. The Report Select screen will be displayed.  All pa-
rameters will display their default values.
Step 2. Select the required Report Type from the listing at the bottom of the screen by toggling with the
SPACE BAR or pressing the indicated digit 1 - 8, then press ENTER.  The cursor moves to Des-
tination.
Report Type indicates the statistical reports relating to ACD group and...

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Step 9. Check all entries and if correct, press PAGE DOWN.
The on-screen message Loading Data will be indicated followed by display or printout of the report
information.  In some cases it may take a few seconds to compile the necessary information.
Step 10. Press the ESC key to return to the submenu. 

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4.5 Report Data
ACD-MIS’s statistical information is presented in ten system-generated reports:
Calls Waiting
Calls Abandoned
Call Duration
Traffic Analysis
Group Workload
Group Performance
Group Break and Work
Agent Performance
Agent Demand
Agent Break and Work
These reports (and the statistics included in these reports) are described in Chapter 1.