NEC Neax2000 Ivs Acd Mis System Manual

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
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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 that were answered by agents within the
specified group(s).
No. of Calls - NACD:The total number of non-ACD calls that were answered by agents in the specified
group(s), but only while in the AVAILABLE status.
Average Time - ACD:The average conversation time for ACD calls answered, calculated as:
            Total duration time for the period           
          Total number of calls answered for the period
Average Time - NACD:The average conversation time for non-ACD calls, calculated with respect to the
specified calls as:
Total conversation time
Total number of calls
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Agent Performance for 3/21/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 11:00
No. of Calls ---Average Time----  ----Total Time----
--------Agent------- ACD NACD  ACD NACD  AVAIL   ACD  NACD  AVAIL-
Number     Name mm:ss mm:ss mm:ss hh:mm hh:mm hh:mm
6301 J. Murchison
6312 P. Armstrong
6306 M. Harris
6325 T. Presano
6625 S. Cooper35
81
63
00
005:42 8:00 37
6:41 1:33 1:01
7:07 2:07 53
000
00017 40 10
5319
4269
000
000
Report Total
Report Average
System Average17 9
33
20 136:30 3:53 50
- -      -
31:30 11:25 2:041:53 48 29
38 16 10
2:05 1:08 26 
						

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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 calls, only
while logged on.
Report Average
These per-agent values are calculated on the basis of the actual total 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
No. of Calls - ACD:Direct calculation using the formula above.
No. of Calls - NACD:Direct calculation using the  formula above.
Average Time - ACD, These statistics have no real meaning (i.e., averages of averages). 
NACD, and Available: All reports will show blanks in these areas.
 Total Time - ACD,
 NACD, and Available:Direct calculations using the  formula above.
Report Total and System Average
No. of Calls -  
ACD and NACD:By direct additions of the per-agent values.
Average Time - ACD, 
NACD, and Available:The general formula is: 
          Total conversation or available time for the group         
        Total number of calls handled or times available in the group
Total Time - ACD, By direct additions of the per-agent values.
 NACD, and Available: 
						

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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
Average Time - Break:The average time that the agent was in the Break mode, calculated as:
 Total duration time  for the period 
 Total time spent in Break mode
Average Time - Work:The average time that the agent was in the Work mode, calculated as:
 Total duration time  for the period 
 Total time spent in Work mode
Total Time - Break:The total time that each agent was in the Break mode.
Total Time - Work:The total time that each agent was in the Work mode.
Percentage - ACD:The percentage of  agents that were on ACD calls.
Percentage - NACD:The percentage of agents that were on non-ACD calls.
Percentage - Break:The percentage of agents that were in the Break mode.
Percentage - Work:The percentage of agents that were in the Work mode.
Percentage - Avail:The percentage of agents that were idle (available).
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Agent Break and Work for 3/24/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 11:00
---Total Time----  ------Percentage------
------Agent----- BRK  WORK    ACD  NACD BRK WORK  AVAIL
ID No.  Name hhh:mm  hhh:mm%%%% %
170    G.BRUCE
171    M.JOSE
173    j.joe50 0
43 19
00156
11216
000088
863
00
Report Total
Report Avg.
System Avg. 1:33 19
31 6
 20 6169
169
71 1 1282
282
126 
						

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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 groups. 
						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
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Revision 1 3.5 System Maintenance
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 Maintenance
The ACD-MIS system can accommodate a total of 12 passwords.  Initially two are set in default data with the
following specifications:
The first password (which corresponds to the Enter key) is set to considerably limit access to system fea-
tures.  This status can be altered if required.
The second password is programmed for fixed, unrestricted access to all features.  The original name is
mis  (in lowercase letters), which can be changed to one preferred by the user.
When setting the remaining passwords, limit each password to 10 alphabetical characters. 
Thereafter, the existing structure of a password can be added to or modified, within the limitations mentioned.
During normal use of the system, white represents permitted access to certain features or services; an amber col-
or indicates that access is restricted.
3.5.2 ACD Alarms
 
ACD-MIS lets you set limits on various statistics parameters.  These are described in “Alarm Configuration” ,
Section 3.7.
If  any data is equal to or greater than a specified setting, the parameter will change color in the Statistics Monitor
display.
If the screen is not in display mode at the particular time, a warning message will display (at the top of the
screen) to indicate the affected area (system, group or agent statistics) and the alarm level (urgent or non-urgent).
If the longest waiting time statistic exceeds the maximum value, an audible alarm is given at a preset period.
All alarm occurrences are recorded to file that can be displayed or printed for a specified date. 
						

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GENERAL DESCRIPTION
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 connected with the PABX.  Whenever it is se-
lected, one of two messages will appear to ask whether the opposite mode is/is not required.
The current status (on/off) is always displayed on the left-hand side of the amber banner at the top of the screen.
3.5.5 Configuration Data Backup
Entries for several areas of configuration data can be backed up to floppy disk.
The files copied refer to:
General System Configuration
Report Configuration and Scheduling
Alarm Thresholds
Agent ID Codes
The ACD-MIS menu is not used to activate backup procedure. See Section 6.5.1 on how to backup and reload
files.
3.5.6 EDU Port Selection
The External Display feature (see “External Display Unit (EDU)” , Section 3.2) can accommodate up to four
(4) data display panels, called External Display Units (EDUs).  Each installed EDU is cabled to a separate port
on the StarGate multi-I/O board,  which is connected to the PC terminal.
The Auxiliary Port Selection function simply assigns installed EDUs to Ports on the I/O board. (“None” is as-
signed  if the particular I/O port is not used.)  Either the Dataline or Spectrum EDUs may be used.
The display formats for the EDUs are individually selected through the External Display Format submenu (de-
scribed in the next section).
Port 1
Port 2
Port 3
Port 4
NoneTotally
flexible
assignmentEDU 1
EDU 2
EDU 3
EDU 4Totally
flexible
assignmentDataline
Spectrum
None 
						

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Revision 1 3.5.7 External Display Format
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 can be displayed on any EDU.  Also, the same format can be displayed on all EDUs.
The diagram below illustrates the available options for the display format:
  
EDU Display format options No. of ACD groups
1
2
3
4
Totally
flexible
assignmentNo. calls waiting
No. calls waiting + longest waiting time
Group name + No. Calls Waiting + longest waiting time
None— 1 to 7 (maximum)
— 1 or 2 (maximum)
— 1 only
(fixed limits) 
						

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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
“Agent Configuration” , Section 3.6.4
“ACD Key Configuration” , Section 3.6.5
“Report Time Values” , Section 3.6.6
“Storage Intervals” , Section 3.6.7
“System Date Format” , Section 3.6.8
3.6.1 System Name
This function lets you program the preferred site name that displays on all screens. The same site name is in-
cluded in the header information of report printouts.
Up to  40 characters can be specified for the selected name.
3.6.2 Group Configuration
This function lets you specify information about ACD groups.  The ACD-MIS can accommodate up to 16 ACD
groups. For each  group,  the following details can be specified:
The selected name for the customer
The relevant indial prefix digits
The pilot extension number
Name and indial prefix are identical to assignments within the PABX itself; there must be an exact correspon-
dence between the two systems.
Three different on-screen messages (New Group, In Use, and Not Used) indicate the status of each of the avail-
able groups.
3.6.3 Station Configuration
There can be a maximum of 60 extensions per MIS system, in any combination of 16 ACD groups. Several de-
tails can be assigned to identify each.  Certain information (tenant number, telephone type, extension number,
etc.) duplicates PABX programming and must correspond exactly. 
						

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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 any combination of 16 ACD groups. Several de-
tails are assigned to identify each. Agent information is programmed only in the ACD-MIS, not in the PABX. 
The separate items entered for each agent are:
Agent ID
Name of the agent
Initial of the agent
Associated ACD group number
Note:The Agent ID is assigned to an ACD group and not to an ACD station.
3.6.5 ACD Key Configuration
This configures the required MSF number and the LED number for Log On/Off, Break, and Work. The MSF
and LED numbers must be the same as those entered in CM90 of system programming. These two parameters
are system parameters, so they cannot be different for each station. 
						

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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 the following reports where the selected option for report break-
down is set to “By Period.” 
Calls Waiting Report
Calls Abandon Report
Call Duration Report
Traffic Analysis Report
Agent Demand Report
Group Break and Work Report
Agent Break and Work Report
Although initially set at one hour in the basic system data, storage intervals can be specified at more regular
intervals of 10, 15, 20 and 30 minutes where required.  Typically, storage interval settings are used to provide
more frequent analysis during peak traffic periods.
Table 1-3  Report Time Values
Report time value Application
Time to Answer (GOS) Used in calculation of Grade of Service for the Statistics Monitor mode 
and the Agent Demand Report
Abandoned Ignore Time Minimum time a call which is disconnected by the caller before answer, 
must have been queued before it is considered as abandoned.  Applicable 
to:
- Statistics Monitor mode
- Calls Abandoned report
- Traffic Analysis report
- Group Workload report
- Agent Demand report
Answer Time, Abandon Time, Du-
ration TimeIncrements required for the Calls in the:
- Call Waiting report
- Calls Abandoned report
- Call Duration report