NEC Neax2000 Ivs Callcenterworx System Manual
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NDA-24213 CHAPTER 8 Page 137 Issue 3.0 MIS Menu Commands Reports Menu 6.1.1 Agent Summary Report Figure 8-47 Agent Summary Report - All Agents The Agent Summary Report supplies an overall view of agent activities. This report can be generated on a single agent or on all the available agents.
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CHAPTER 8 NDA-24213 Page 138 Issue 3.0 MIS Menu Commands Reports Menu 6.1.2 Agent ACD Detail Report Figure 8-48 Agent ACD Detail Report - Personal Queue The Agent ACD Detail Report gives an analysis of the ACD activities performed by the agent. The data is separated on a per split basis (for multi-split agents) and the agent’s Personal Queue (if configured). This report can be generated on a single agent or on all the available agents. Although both report types include the same data, the...
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NDA-24213 CHAPTER 8 Page 139 Issue 3.0 MIS Menu Commands Reports Menu 6.1.3 Agent PBX Detail Report Figure 8-49 Agent PBX Detail Report - Single Agent The Agent PBX Detail Report provides a breakdown of the PBX (non-ACD) activities performed by the agent. This report can be generated on a single agent or on all the available agents.
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CHAPTER 8 NDA-24213 Page 140 Issue 3.0 MIS Menu Commands Reports Menu 6.1.4 Agent Staffing Report Figure 8-50 Agent Staffing Report - Single Agent The Agent Staffing Report lists the amount of time agents have spent in specific states (such as Ready, Ring, Talk, Work, and Break). The TOTAL line at the end of the report gives the sum of the time amounts, and a second line, TOTAL(%), provides the percentages of each total in relation to the total time available. An explanation of the procedures...
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NDA-24213 CHAPTER 8 Page 141 Issue 3.0 MIS Menu Commands Reports Menu 6.1.5 Agent Break Report Figure 8-51 Agent Break Report - All Agents The Agent Break Report supplies an analysis of all nine available Break types and the amount of time an agent spent in each type of break. This report can be generated for a single agent or for all of the available agents.
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CHAPTER 8 NDA-24213 Page 142 Issue 3.0 MIS Menu Commands Reports Menu 6.2 Agent Group Reports Figure 8-52 Agent Group Report An Agent Group is a collection of agents grouped for comparative analysis (independent of the agents’ assigned splits) existing only in the MIS. Agent groups may be created at any time by assigning agents to an agent group (such as Red or Blue), even though these agents may work in a variety of splits. All agents are originally in Group 1 and must be moved to other groups...
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NDA-24213 CHAPTER 8 Page 143 Issue 3.0 MIS Menu Commands Reports Menu Figure 8-53 Agent Group Summary Report Screen The Agent Group in the above Summary Report (Figure 8-53) can be made up of agents from various splits who have been placed in this group for statistical purposes. The naming of a Group is optional, but may be used to illustrate the purpose of the analysis (such as Evening or Training), or may be a team name (such as Stars or Rangers). Agent Groups exist only in the MIS and are not...
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CHAPTER 8 NDA-24213 Page 144 Issue 3.0 MIS Menu Commands Reports Menu 6.3 Split Reports Figure 8-54 Split Reports Menu The Split Reports show split activity with respect to the following parameters (defined in Chapter 12, “MIS Statistical Definitions and Methods”): The All option on the submenu calls up all the individual the Split Reports listed above it. Total Calls ReceivedAverage Delay Time Abandoned Total Calls AnsweredAverage Delay Time Overflowed Total Calls AbandonedTotal Staff...
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NDA-24213 CHAPTER 8 Page 145 Issue 3.0 MIS Menu Commands Reports Menu 6.3.1 Split Summary Report Figure 8-55 Split Summary Report The Split Summary Report provides a concise collection of data on split activities. You can generate this report for a single split or for all the available splits.
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CHAPTER 8 NDA-24213 Page 146 Issue 3.0 MIS Menu Commands Reports Menu 6.3.2 Split Traffic Report Figure 8-56 Split Traffic Report The Split Traffic Report generates two different views of the split’s incoming traffic. The Split Traffic Report can be generated for a single split or all splits available. Each screen or page reports two groups of data (side by side for comparison): 1. High Priority Queue and Standard Priority Queue (see front screen in Figure 8-56) 2. Combined High and Standard...