NEC Neax2000 Ivs Acd Mis System Manual
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GENERAL DESCRIPTION NDA-30094 CHAPTER 1 Page 13 Revision 1 Statistics Monitor 2nd Screen - System and Group Statistics Statistics Monitor 3rd Screen - System and Group Statistics MASTER ABC TRAVEL LTD. Ver:5.XX ________________________________________________________________________________ OAI onWed Mar 25 09:32am ________________________________________________________________________________ System Statistics GOS --AVG. TIME- -WAITING -No. of AGENTS in STATUS- ----NAME---- % TALK ANSW LONG NO RING TALK WORK BREAK FREE LOFF NACD SYSTEM 77 4:39 11 21 1 1 3 11310 Group Statistics GROUP GOS --AVG. TIME- -WAITING -No. of AGENTS in STATUS- No ----NAME---- % TALK ANSW LONG NO RING TALK WORK BREAK FREE LOFF NACD 6300 RESERVATION 73 6:52 13 21 1 1 2 11110 6336 INQUIRIES 84 2:04 5 0 0 0 1 11200 MASTER ABC TRAVEL LTD. Ver:5.XX ________________________________________________________________________________ OAI onWed Mar 25 09:35am ________________________________________________________________________________ System Statistics GOS --AVG. TIME- -WAITING ---------- AVERAGE TIME ----------- ----NAME---- % TALK ANSW LONG NO ABD-Q ABD-R NACD AVAIL SYSTEM 75 4:53 13 23 2 15 0 18 32 Group Statistics GROUP GOS --AVG. TIME- -WAITING ---------- AVERAGE TIME ----------- No ----NAME---- % TALK ANSW LONG NO ABD-Q ABD-R NACD AVAIL 6300 RESERVATION 70 6:58 15 23 2 15 0 25 26 6336 INQUIRIES 81 2:53 10 0 0 0 0 11 36
CHAPTER 1 NDA-30094 Page 14 Revision 1 GENERAL DESCRIPTION Statistics Monitor 4th Screen - System and Group Statistics Statistics Monitor 5th Screen - Group and Agent Statistics MASTER ABC TRAVEL LTD. Ver:5.XX ________________________________________________________________________________ OAI onWed Mar 25 09:35am ________________________________________________________________________________ System Statistics GOS --AVG. TIME- -WAITING ----NAME---- % TALK ANSW LONG NO SYSTEM 75 4:53 13 23 2 Group Statistics GROUP GOS --AVG. TIME- -WAITING INDIAL NO. No ----NAME---- % TALK ANSW LONG NO ------------------ 6300 RESERVATION 70 6:58 15 23 2 2233 6300 6336 INQUIRIES 81 2:53 10 0 0 2233 6336 MASTER ABC TRAVEL LTD. Ver:5.XX ________________________________________________________________________________ OAI onWed Mar 25 09:45am ________________________________________________________________________________ System Statistics GROUP GOS --AVG. TIME- -WAITING --------- No. of CALLS --------- ----NAME---- % TALK ANSW LONG NO IN NWAIT ANSW ABD-Q ABD-R NACD RESERVATION 73 5:05 10 26 3 26 18 23214 Group Statistics AGENT GOS --AVG. TIME- ----STATUS------ ------NO.OF CALLS------ No NAME % TALK ANSW ----- TIME IN ANSW ABND NACD 6301 Murchison 85 4:31 9 ACD CALL 3:42 7 7 1 1 6312 Armstrong 84 3:47 21 NON ACD 1:04 5 3 2 2 6306 Harris 53 5:53 13 ACD RINGING 4 4 4 0 1 6325 0 0 LOGGED OFF 99:59 0 0 0 0 6627 Cooper 68 6:40 14 AVAILABLE 12 7 7 0 0 6630 Smith 75 4:05 10 Break 2:22 4 4 0 0 6317 Jones 63 7:10 18 Work 3:14 2 2 0 0
GENERAL DESCRIPTION NDA-30094 CHAPTER 1 Page 15 Revision 1 Statistics Monitor 6th Screen - Group and Agent Statistics Statistics Monitor 7th Screen - Group and Agent Statistics MASTER ABC TRAVEL LTD. Ver:5.XX ________________________________________________________________________________ OAI onWed Mar 25 09:45am ________________________________________________________________________________ System Statistics GROUP GOS --AVG. TIME- -WAITING --------- No. of CALLS --------- ----NAME---- % TALK ANSW LONG NO IN NWAIT ANSW ABD-Q ABD-R NACD RESERVATION 73 5:05 10 26 3 26 18 23214 Group Statistics AGENT GOS --AVG. TIME- ----STATUS---- ------AVERAGE TIME------ No NAME % TALK ANSW ----------- TIME ABND NACD AVAIL 6301 Murchison 85 4:31 9 ACD CALL 3:42 3 1:15 10 6312 Armstrong 84 3:47 21 NON ACD 1:04 17 73 12 6306 Harris 53 5:53 13 ACD RINGING 4 0 1:47 14 6325 0 0 0 LOGGED OFF 99:59 0 0 0 6627 Cooper 68 6:40 14 AVAILABLE 12 0 0 9 6630 Smith 75 4:05 10 Break 2:22 0 0 11 6317 Jones 63 7:10 18 Work 3:14 2 0 8 MASTER ABC TRAVEL LTD. Ver:5.XX ________________________________________________________________________________ OAI onWed Mar 25 09:47am ________________________________________________________________________________ System Statistics GROUP GOS --AVG. TIME- -WAITING --------- No. of CALLS --------- ----NAME---- % TALK ANSW LONG NO IN NWAIT ANSW ABD-Q ABD-R NACD RESERVATION 73 5:05 10 26 3 26 18 23214 Group Statistics AGENT GOS --AVG. TIME- ----STATUS---- GROUP TN Handset No NAME % TALK ANSW ----------- TIME No. No. Type 6301 Murchison 85 4:31 9 ACD CALL 3:42 6300 0 DTerm 6312 Armstrong 84 3:47 21 NON ACD 1:04 6300 0 DTerm 6306 Harris 53 5:53 13 ACD RINGING 4 6300 0 DTerm 6325 0 0 0 LOGGED OFF 99:59 6300 0 DTerm 6627 Cooper 68 6:40 14 AVAILABLE 12 6300 0 DTerm 6630 Smith 75 4:05 10 Break 2:22 6300 0 DTerm 6317 Jones 63 7:10 18 Work 3:14 6300 0 DTerm
CHAPTER 1 NDA-30094 Page 16 Revision 1 GENERAL DESCRIPTION 3.4 Statistics Report This function lets you specify content of ACD-MIS statistical reports. (For agent-related reporting, only totals are produced.) The Statistics Report function also lets you specify a breakdown (by day, period, etc.), as summarized in Table 1-1: ACD-MIS stores information for two separate maximum periods: For reports detailing hourly (or more regular) summaries of call statistics, the limit is 45 days. Thereafter, records are deleted on a daily basis at midnight when a new file is 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. Submenus associated with the Statistic Report function are listed below and described in other sections, as not- ed. The first three submenu items are interrelated and must be accessed in the order listed to schedule printing of records. The last item is independent and is used for immediate display or printing options. “Report Configuration” , Section 3.4.1 “Report Group Configuration” , Section 3.4.2 “Scheduler” , Section 3.4.3 “Create Report” , Section 3.4.4 Table 1-1 Breakdown of Report Statistics Breakdown type Source of data Valid range By Period Detailed Summary Data Up to 45 Working Days from To d a y By Hour By Day of the Week Daily Summary Data Up to the Start of the Last Year By Month
GENERAL DESCRIPTION NDA-30094 CHAPTER 1 Page 17 Revision 1 3.4.1 Report Configuration The Report Configuration option lets you set a variety of report formats by combining a number of parameters. Any Report Configuration can be modified or deleted. Report Configuration Screen Report Namethe title you assign to a report (up to 20 alphanumeric characters). Report Typespecifies one of the following ten reports available in the system: Calls Waiting Group Workload Calls Abandoned Group Performance Call Duration Agent Performance Traffic Analysis Agent Demand Group Break and Work Agent Break and Work These reports are described in “Report Data” , Section 3.4.5. Classdefines the report content and format according to: 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. MASTER ABC TRAVEL LTD. Ver:5.XX ________________________________________________________________________________ OAI onWed Mar 25 09:48am ________________________________________________________________________________ Report Configuration Report Name : Duration - P.M. Action : Modify Report Type : Call Duration Class : Selected Date Type : last month Breakdown : by period ________________________________________________________________________________ a by period c daily e weekly b hourly d monthly f total
CHAPTER 1 NDA-30094 Page 18 Revision 1 GENERAL DESCRIPTION Date Typeselects statistics for one of ten reporting periods: Today Yesterday This week (Sunday to Saturday) Last week (Sunday to Saturday) This month Last month This year up to today (i.e., Year To Date) Last year For date (any specified day) Date range (any specified calendar period) Break Downtallies statistics per line, for the specified reporting period, according to the following options: a - By period in 10-, 15-, 20-, 30- or 60-minute time segments within each hour, de- pending on original data set (see Section 3.6.5 - Storage Intervals) b - Hourly in hour blocks of time, irrespective of any data settings as above c - Daily per-day totals for the specified period d - Monthly per-calendar-month totals for the specified period e - Weekday individual totals for the relevant days of the week f - Total per-ACD-group totals (i.e., where Class is Full or All), for the speci- fied period. Note:Certain combinations of the Date Type and Breakdown parameters are not legitimate (Today + Monthly, For Date + Monthly, etc.). In such cases a warning message displays. Note:Breakdown is applicable to all ACD group reports but has no meaning for the Agent Perfor- mance Report (because only total statistics are produced). Actionallows existing Report Configurations to be modified or deleted: Modify change any current parameter selection(s) Delete erase the entire configuration from system memory
GENERAL DESCRIPTION NDA-30094 CHAPTER 1 Page 19 Revision 1 3.4.2 Report Group Configuration After the required reports have been configured, they can be arranged into convenient groups to facilitate print- ing. Established report groups can be modified or deleted. Report Group Configuration Screen Report Group NameName of the ACD group (up to 20 alphanumeric characters) ReportReport format /type specified in Report Configuration. Current reports are listed at the bottom of the screen. GroupIdentifying pilot extension number of each assigned ACD group in the PABX. ACD- MIS automatically selects the first number, but all are displayed at the bottom of the screen. AgentThis parameter has no application in the current version of ACD-MIS. Start DateDate, month, and year entry to specify a particular day or the start of a calendar period. End Date Date, month, and year entry to specify the end of a calendar period. Application of the above parameters is dependent on individual reporting functions. MASTER ABC TRAVEL LTD. Ver:5.XX ________________________________________________________________________________ OAI onWed Mar 25 09:50am ________________________________________________________________________________ Report Groups Configuration Report Group Name : RESERVATIONS - P.M. Report Group Agent Start Date End Date 1 Waiting - P.M. 6300 6301 ../../.. ../../.. 2 Abandoned - P.M. 6300 6301 ../../.. ../../.. 3 Duration - P.M. 6300 6301 ../../.. ../../.. 4 no report 6300 6301 ../../.. ../../.. 5 no report 6300 6301 ../../.. ../../.. 6 no report 6300 6301 ../../.. ../../.. 7 no report 6300 6301 ../../.. ../../.. 8 no report 6300 6301 ../../.. ../../.. 9 no report 6300 6301 ../../.. ../../.. 10 no report 6300 6301 ../../.. ../../.. ________________________________________________________________________________ a no report h Agent Demand - Y.T.D. b Waiting - P.M. c Abandoned - P.M. d Duration - P.M. e Traffic - P.M. f Group Work - Y.T.D. g Group Perf - Y.T.D.
CHAPTER 1 NDA-30094
Page 20
Revision 1
GENERAL DESCRIPTION
3.4.3 Scheduler
ACD-MIS’s Scheduler function is used to arrange both the single printing and repeated automatic printing of
specified reports, but only after completion of the Report Configuration and Report Group Configuration
screens. A maximum of 20 schedules can be programmed: 10 on the first display screen and another 10 on a
second screen. The second screen can only be accessed once the first is completely filled. Schedules can be
modified or deleted.
Report Scheduler Screen
Groupgroup specified in Report Configuration. Current assignments appear on-screen
Scheduleone of five printing options (displayed at the bottom of the screen)
(The scheduling options are summarized in Table 1-2.)
Daythe preferred weekday (Sunday to Saturday) on which to print the specified report(s)
Table 1-2 Report Schedule
Schedule Printing conditions
Once On a specified future day, date, and time.
Hourly Every hour starting from the previous hour
Daily Each day at a specified time starting from the previous day
Weekly Each week at a specified day and time from the previous week
Monthly At a specified day, date and time from the previous month
MASTER ABC TRAVEL LTD. Ver:5.XX
________________________________________________________________________________
OAI onWed Mar 25 09:53am
________________________________________________________________________________
Report Scheduler
Group Schedule Day Time Date
1 RESERVATIONS - P.M. Monthly Fri 07:00 27/03/94
2 RESERV/ENQ. - P.M. Monthly Fri 07:30 27/03/94
3 RESERV/ENQ. - Y.T.D. Monthly Fri 08:00 27/03/94
4 no group no rep. Sun 00:00
/ /
5 no group no rep. Sun 00:00 / /
6 no group no rep. Sun 00:00 / /
7 no group no rep. Sun 00:00 / /
8 no group no rep. Sun 00:00 / /
9 no group no rep. Sun 00:00 / /
10 no group no rep. Sun 00:00 / /
________________________________________________________________________________
x no group
a RESERVATIONS - P.M.
b RESERV/ENQ. - P.M.
c RESERV/ENQ. - Y.T.D.
GENERAL DESCRIPTION NDA-30094 CHAPTER 1 Page 21 Revision 1 Timethe hour and minute of the specified day on which to print the report(s) [required entry] Datethe date, month, and year on or after which any report(s) is to be printed [required en- try] Not all parameters always need to be entered. (More details are included in Chapter 3, “OPERATING PRO- CEDURES,” . 3.4.4 Create Report ACD-MIS’s Create Report function is used to request an immediate one-time display or printout for an individ- ually selected report. Report Parameter Screen Report Type(same as in Report Configuration), specifies one of the ten ACD-MIS reports Destinationdirects the report output to the screen, printer, or file Class (same as in Report Configuration), specifies the report content and format as Full, All, or Selected Selectedidentifies the pilot extension where a particular ACD group is to be specified. (The ex- tensions will be listed on-screen.) Date Type(same as in Report Configuration), selects statistics for one of ten periods MASTER ABC TRAVEL LTD. Ver:5.XX ________________________________________________________________________________ OAI onWed Mar 25 09:57am ________________________________________________________________________________ Report Parameter Report Type : Agent Performance Destination : Printer Class : Selected Selected : 6336 Date Type : date range From 02/03/92 To: 06/03/92 Break Down : total ________________________________________________________________________________ a today c this week e this month g YTD i for date b yesterday d last week f last month h last year m date range
CHAPTER 1 NDA-30094 Page 22 Revision 1 GENERAL DESCRIPTION Fromdate, month, and year to specify either a single day or the start of a calendar period (same as Start Date in Report Configuration) Todate, month, and year to specify the end of a calendar period (same as End Date in Re- port Configuration) Break Down(same as in Report Configuration), tallies statistics according to a selected option (by period, hourly, daily, monthly, weekly, or total) 3.4.5 Report Data The ACD-MIS system includes the following reporting features: Reports can be individually specified in regard to type, application, and reporting period (see “Report Con- figuration” , Section 3.4.1). They can be specified in relation to all or individual ACD groups. The statistics produced can be presented in one of several formats according to the selected break down (such as hourly or daily). (See “Report Configuration” , Section 3.4.1.) Separately specified reports can be combined into groups to facilitate later printing (see “Report Group Configuration” , Section 3.4.2). The typical application would be for reports which are common in nature (e.g., all reports relating to the one ACD group). The assigned groups of reports can then be scheduled for automatic printing immediately or at regular in- tervals (see “Scheduler” , Section 3.4.3). Any individual report can be prepared for immediate display or printout by a separate, independent func- tion (see “Create Report” , Section 3.4.4). Call statistics are retained in the system for a maximum of either 45 days or 2 years. Data is stored for 45 days for the following reports: Calls Waiting Report Calls Abandoned Report Call Duration Report Traffic Analysis Report Data is stored for 2 years for the following reports: Group Workload Report Group Performance Report Group Work and Break Report Agent Demand Report Agent Performance Report Agent Work and Break Report