NEC Neax2000 Ivs Acd Mis System Manual

							OPERATING PROCEDURES
NDA-30094 CHAPTER 3
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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 between System + Group and Group + Agent screen displays in the Statistics 
Monitor mode
- Complete data entry for particular set-up screen and return to menu
- Display next page of registrations within the Group or Agent Detail screens (see also F3)
Display previous page - as above
Abort the function currently being performed and return to associated submenu (except System 
Alarms and Alarm Configuration Print features)
Scroll forward through the various System/Group Statistics or Group/Agent Statistics screens 
within the Statistics monitor mode
Scroll in reverse as above
Access help screen as indicated by particular on-screen messages. 
						

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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 scroll forward and in reverse through the various System/Group and
Group/Agent screens.  From any System and Group Statistics display you can select a particular ACD group
and change to its first associated Group and Agent Statistics screen.
Step 1. From the Main Menu, press 1.
The first Statistics Monitor screen displays. The information within the upper window (System Sta-
tistics) refers to the total system.  The lower window (Group Statistics) registers the assigned ACD
groups together with their individual values for the same statistics. Note the cursor position at the
first group. From here you can transfer to several alternative displays.
Step 2. Press F3.  The right-hand side only of the screen will change to display a different set of common
System and Group Statistics.
Step 3. Press F3 again.  The right-hand side will now display the third and last set of common System and
Group Statistics.
Step 4. Press F3 again.  The right-hand side will now display only the indial numbers for the respective
ACD groups.
Step 5. If F3 is pressed again, the display reverts to the original screen.
Alternatively, by repetitive pressing of F4 you can scroll in reverse through all previous screens.
Step 6. While viewing any of these screens, move the cursor bar to a required ACD group and press
ENTER.  The display will change to that first set of common Group and Agent Statistics for the
group.
Step 7. Press F3 again. Only the lower right-hand side will change to display a different set of Agent Sta-
tistics.
Step 8. Press F3 again.  The lower window right hand side will now display details of the individual agents
(i.e., group and tenant numbers, etc.).
Step 9. If F3 is pressed again, the display will revert to the original screen. Alternatively, by repetitive
pressing of F4 you can scroll in reverse through the previous two screens.
Step 10. Press ENTER to return to the original System/Group screen.
Step 11. If required, move the cursor to another group and repeat the above from Step 6.
Step 12. When appropriate, press ESC to return to the Main Menu.
Note:You can scroll through the screens only when there are agents logged on. 
						

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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 daily summary reports, information is stored for up to two years. Thereafter, the records are deleted
on an annual basis.
The information presented for the ACD group-related reports can be broken down by one of several options ac-
cording to period, date, day of the week, etc. However,  for the agent-related report, only totals are produced.
(See Table 3-2 below.)
From the Main Menu, press 2.  The REPORT submenu displays.
The first three items in the REPORT submenu are interrelated and are associated only with the scheduled print-
ing of summary reports. In the initial setting up of any requirements, they must be applied in the order listed.
They can be accessed freely for modification to or deletion of specifications.
Item 1 - Report Configuration - Structure individual reports
Item 2 - Report Group Configuration - Specify sets of related reports
Item 3 - Scheduler - Specify printing arrangements
Item 4 - Create Report - (for immediate display or printing of reports) is
independent of the others and can be selected at any time.
Table 3-2  Breakdown of Report Statistics
Breakdown type
By Period Detailed Summary Data Up to 45 Working Days from Today
By Hour
By Day of Week
Daily Summary Data Up to the Start of Last Year
By Date
By Month
By Total 
						

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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 Report Configurations to be controlled by two options:
Modify: change any current parameter selection(s)
Delete: erase the entire report configuration from system memory
To modify a Report Name, move the cursor back to the first line and using the Arrow, DELETE,
BACK SPACE, and INSERT keys, delete the necessary characters, re-type the new details and
press ENTER again.
Report Name should be a meaningful title (using a maximum of 20 alphanumeric characters).
If the requirement is to delete the particular Report Configuration, select the Delete option for the
Action parameter and go to Step 7.
Step 3. For both initial assignment and later modification, select the required Report Type from the listing
at the bottom of the screen either by toggling (with SPACE BAR) or pressing the indicated digit
(1-8).  Then press ENTER.
Report Type indicates the statistical reports relating to ACD group and agent performance.  Each
report is described in Chapter 1, Section 3.4.5 - Report Data.
Step 4. Enter your requirements for Class.  
Class can be defined as:
Full Statistics for all existing ACD groups are included in one report.
All The same statistics are presented in separate reports for each ACD group.
Selected Specified when reporting on a single ACD group
Step 5. Enter your requirement for Date Type.  Date Type is one of the ten reporting periods listed on-
screen.   
Step 6. Enter your requirement for the parameter Breakdown.
Breakdown tallies statistics per line, for the specified Date Type reporting period (by period, hourly,
daily, monthly, weekly, or total).
Step 7. Press PAGE DOWN.  Confirm your entries then press E, D, R, or C according to:
Execute= enter specifications or changes and return to Report Name for the next entry
Default = during modification, return to original selections and repeat all entries
Redo = return to original selections and repeat selected entries only
Cancel = revert to system default options without effecting any entries or changes.
Step 8. Press ESC at any time to return to the submenu. 
						

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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 be displayed.
To modify a Report Group Name (up to 20 alphanumeric characters), move the cursor back to the
first line and using the Arrow, DELETE, BACK SPACE, and INSERT keys, delete the necessary
characters, re-type the new details and press ENTER again.
Step 3. For either initial assignment or later modification, select the required Report from the listing at the
bottom of the screen either by toggling with SPACE BAR or pressing the indicated letter (a, b, c,
etc.). Then press ENTER.
The listed options for Report (Name) are those assigned as in Report Configuration.  To delete a
particular report from a Report Group, position the cursor at the specific Report (Name) and by the
method described above, change the selection to no report.  To totally erase a Report Group, do this
for each Report (Name) entry.
Note:The requirement to enter data in Steps 4 - 8 is dependent on your selection for certain parame-
ters in Report Configuration.  In several cases they will not be required.  The applicable condi-
tions are specified in the following text.
Step 4. Press TAB to move the cursor to Group.  The pilot extension numbers of all assigned ACD groups
will now be displayed.
Step 5. For both initial assignment and modification of existing specifications, select the required Group’s
pilot extension by toggling the displayed options with the SPACE BAR or by pressing the indicated
letter a, b, c, etc.
Entry of Group is necessary only where the Selected Class has been specified (in Report Configu-
ration).
The Agent parameter has no application in the current version ACD-MIS and is omitted.
Step 6. Press TAB twice to move the cursor direct to Start Date.  Type in the (mm/dd/yy) details where
necessary. Start Date is required only for Date entries:
For date - to indicate a complete reporting period
Date range - to indicate commencement of a reporting period.
Step 7. Press TAB to move to End Date and type in the necessary (mm/dd/yy) details. End Date is required
only for Date entry: date range - to indicate completion of the relevant reporting period.
Step 8. If required, press TAB to move the cursor now to Report Name on the next line and repeat the pro-
cedures from Step 3 for any further entry.
Step 9. Press PAGE DOWN to confirm your entries.  The screen will return to the submenu. 
						

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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 BAR or
pressing the indicated letter a, b, c, d, etc.  Press ENTER.
To modify an existing entry, position the cursor at the required line and select the new (Report)
Group as above.  To delete a particular schedule, simply select no group and go to Step 10.
Step 3.TAB to Schedule.  The available schedules are displayed at the bottom of the screen.  They are each
defined in Table 3-3.
Step 4. For both initial assignment and later modification, move the cursor to the appropriate line and select
the preferred Schedule either by toggling with SPACE BAR or pressing the indicated letter (n, o,
h, etc.) then press ENTER.
The no rep. option can be selected to temporarily cancel individual schedules without entirely de-
leting them (as in Step 2).
The functions of the remaining parameters are as follows:
Day: The day of the week to print the report(s)
Time: The time of the day to print the report(s)
Date: The effective date (i.e., the date on/after which the report or reports will be
printed).
Table 3-3  Report Schedules
Schedule Printout specification
Once On a specified advanced day/date and time
Hourly Every hour, on the hour
Daily Each day at a specified time
Weekly Each week at a specified day and time
Monthly At a specified day/date and time 
						

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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 appropriate point and assign or modify the required hour
and minute (hh:mm) details.
Use the BACK SPACE key to delete an existing entry.
Step 8.TAB to Date and directly type in the date, month, and year (mm/dd/yy) details for required initial
assignments.
For modifications to or deletion of existing entries, position the cursor at the required point or use
the BACK SPACE key.
Step 9. Press TAB to move to Group on the next line and repeat the procedures from Step 2 for any other
required entries.
In the event that 10 entries have been completed, the second screen will appear which accommo-
dates Groups 11 to 20.
Step 10. Confirm all entries by pressing PAGE DOWN.  The screen will return to the submenu.
Table 3-4  Day/Time/Date Applications
Selected scheduleParameter entry:  Y (Yes) / N (No)
Day Time Date
Once * YY* Y
HourlyNNY
Daily NYY
Weekly * Y Y * Y
Monthly * Y Y * Y 
						

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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 agent performance.  Each is
described in Section 5.5 - Report Data.
Step 3. The system defaults to the Screen option.  To select printer or file, press SPACE BAR or the letter
p or f.
Press ENTER.  The cursor moves to Class.
Step 4. Select the required Class by toggling with the SPACE BAR or pressing f, a, or s. 
Then press ENTER.
Step 5.
If you entered either Full or All Class, the cursor will move to Date Type.  Go to Step 6.
If instead you entered Selected Class, the cursor will move to Selected.  The pilot extensions of all
assigned ACD groups will be displayed at the bottom of the screen.
Select the required Group by toggling the SPACE BAR or pressing a, b, etc.
Press ENTER.  The cursor will now move to Date Type.
Step 6. Enter your selection for Date Type.
Step 7.
For any selection of Date Type except for date and date range the cursor will move to the Break
Down parameter.  Go to Step 8.
If your selection for Date Type was either for date or date range, the cursor will move to the From
parameter.
Enter the applicable date or starting date (mm/dd/yy) of the reporting period. 
If your selection for Date Type was for date, the cursor will move to the Break Down parameter.
For selection of date range, the cursor moves instead to To. In this case, enter the required end date
of the reporting period. 
Step 8. Enter your requirement for the last Breakdown parameter.  
						

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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.