NEC Neax2000 Ivs Acd Mis System Manual

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Agent Performance Report
The Agent Performance report compares agents within and between ACD groups. Although the statistics are the
same as those in the Group Performance report, they are applied separately as follows:
Per each agent in the specified group(s)
The average for each of the specified group(s)
The total for each of the specified group(s)
The total for all assigned groups
No. of  Calls -  ACD:The total number of original ACD calls...

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GENERAL DESCRIPTION
Average Time - Available:The average waiting time between both ACD and non-ACD calls, only while
logged on, calculated as:
  Amount of time agents wait for both ACD and non-ACD calls 
   Total occasions agents available and logged on
Total Time - ACD:The total conversation time for ACD calls.
Total Time - NACD:The total conversation time for non-ACD calls.
Total Time - Available:The total time agents spent waiting between both ACD and non-ACD...

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Agent Break and Work Report
The Agent Break and Work Report compares agents within and between ACD groups. The statistics are the
same as those in the Group Break and Work report [ACD = NACD + Break + Work + Avail = 100%]; however,
the statistics are applied separately, as follows:
Per each agent in the specified group(s)Average for each of the specified group(s)
Percentage for each of the specified group(s)Total for all assigned groups...

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GENERAL DESCRIPTION
Report Average:These per-agent values are calculated on the basis of the actual complement of
agents assigned to the ACD group, not only the number available or logged on,
generally calculated as:
       Total value  for the group      
      Total number of assigned agents
Report Total and 
System Average:  Report total is calculated by direct addition of the per-agent values. The system av-
erage is calculated with total number of agents in all...

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This menu option covers system administration (such as password control, system back-up, alarm setting, etc.).
This option includes eight submenus, which are described in the following sections:
“Password Maintenance” , Section 3.5.1
“ACD Alarms” , Section 3.5.2
“System Message” , Section 3.5.3
“OAI Connection” , Section 3.5.4
“EDU Port Selection” , Section 3.5.6 
“External Display Format” , Section 3.5.7
3.5.1 Password...

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3.5.3 System Message
This function records all actions and fault occurrences (e.g., power interruptions, unauthorized interference) that
affect the normal operation of ACD-MIS.  The current list can be displayed or printed.  Events are presented in
reverse chronological order.
Appropriate on-screen messages are displayed to guide the user throughout the operations.
3.5.4 OAI Connection
This function controls the ACD-MIS communications channel...

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The External Display Format function specifies both the display format and applicable ACD group(s) for each
installed EDU (i.e., EDU 1 to 4).  With version 4.14 and higher, either the Dataline or Spectum EDU may be
used.
EDU 1 to 4 are assigned to the required ports on the I/O board through the Auxiliary Port Selection menu (see
the preceding section). “None” is assigned if a particular EDU is not used.
Any format...

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GENERAL DESCRIPTION
3.6 System Configuration
ACD-MIS’s System Configuration menu item lets you set up or modify the following:
System site name
ACD groups and their assigned agents
Various operational default parameters  that affect the reporting functions
The System Configuration menu includes eight submenus, which are described in the following sections:
“System Name” , Section 3.6.1
“Group Configuration” , Section 3.6.2
“Station Configuration” , Section 3.6.3...

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The separate items entered for each station are:
Extension number
Tenant number 
Type of telephone instrument (digital or analog) provided for each agent position or the classification as
specified in the PABX in the case of a pilot number
Associated ACD group number
Note:An assigned pilot extension does not appear on any screen displays or in any reports.
3.6.4 Agent Configuration
There can be a maximum of 90 agent ID codes per system, in...

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GENERAL DESCRIPTION
3.6.6 Report Time Values
Report Time Values are time limits that are relevant to the Statistics Monitor mode (see “Statistics Monitor” ,
Section 3.3) and Report Data (see “Report Data” , Section 3.4.5).  Their individual applications are summarized
in Table 1-3.
3.6.7 Storage Intervals
Storage Intervals are specified individual call recording periods within each hour of the day.  Their application
is in the presentation of statistics for each of...