NEC Neax2000 Ivs Callcenterworx System Manual

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Configuration Menu
4.16 View Database Limits
The Configuration menu contains the View Database Limits command.
Figure 8-28   Database Limits Screen
The Database Limits screen displays information about the current CallCenterWorX database. It shows the 
maximum number of entries available for each database section, as well as the quantity currently assigned. 
It also indicates the allowed range of acceptable values for each database section....

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5. Status Screens Menu
The MIS Status Screens (also referred to as Real-time Screens) provide up-to-the-second views of the agent and 
queue activity at the system level and the split level. Statistics on call volume, and on the effectiveness of the 
agents handling those calls, are computed in real-time and displayed for the current hour and day, providing 
rapid feedback to the call center manager.
Figure 8-29   Status...

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5.1 Split Status
 
Figure 8-30   Split Status Screen Menu
The Split Status menu includes screens, displayed in either text or graph format, which look at call center 
split activity from a variety of perspectives. 

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The first option on the submenu is All Split Statistics. Choosing this setting displays the Split Statistics as 
shown in Figure 8-31.
Figure 8-31   All Split Statistics 

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5.1.1 Daily Statistics
This screen displays activity since midnight in either graph or text format. Figure 8-32 shows the 
graph format.
Figure 8-32   Split Daily Statistics - Graph Format 

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5.1.2 Hourly Statistics
This screen displays activity since the beginning of the current hour in either text or graph format (see 
Figure 8-33).
Figure 8-33   Split Hourly Statistics - Graph Format
Terms illustrated by the symbols in the above graph are defined in Chapter 14, “Terms and Concepts”. 

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5.1.3 Agent Summary Statistics
The Split Agent Summary Statistics screen shows the number of agents logged-on to the split and a 
count of how many agents are in each mode (Figure 8-34).
Figure 8-34   Agent Summary Statistics - Text Format
ACD Calls
 are calls to agent positions.
NACD Calls are non-ACD calls on the PBX line or My Line.
ACDp indicates a call to the agent’s personal queue.
Terms and acronyms used in...

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5.1.4 Agent Detail Statistics
This screen displays a list of individual agents logged-on to the split with detailed information about 
the current state of their ACD and PBX lines (see Figure 8-35).
Figure 8-35   Agent Detail Statistics
This display will probably be the most active, as it reflects each agent state change in coded colors. 
As agents progress from one state to another, their corresponding displays are updated...

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5.1.5 Queue Statistics
This report displays activity in three possible types of queues.
Figure 8-36   Queue Statistics Screen - Graph Format
5.1.5.1 Standard and High Priority Queues
The ACD Pilot Data and Trunk Group Data commands set priority levels for incoming calls. ACD 
priority numbers can range from 1 to 250, with the default being 15. Priority numbers from 1 to 9 are 
considered “high” priority, and from 10 to 250...

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5.1.5.2 Agent Personal Queue
Each agent has a queue for calls that are directed specifically to that agent. This Agent Personal 
Queue
: 
Is associated with the agent’s logon ID code.
Functions in the same manner as the split’s two queues but has the highest priority. 
An agent will always be assigned a call from the personal queue before taking a call from either of the 
other queues. If the agent is not logged-on when a...