NEC Neax2000 Ivs Callcenterworx System Manual

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6.5.2 Trunk Group Answer Delay Report
Figure 8-67   Trunk Group Answer Delay Report
This report shows an analysis of the answer delays that callers experienced on this trunk group. There 
are eight time intervals (buckets) into which all answered calls fall. When calls are answered within 
these specified time intervals, the counts are incremented accordingly. The report displays a 
percentage of calls answered within each interval...

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6.5.3 Trunk Group Abandon Delay Report
Figure 8-68   Trunk Group Abandon Delay Report
This report shows an analysis of wait times experienced by callers who abandoned after the call was 
received by the trunk group. There are eight time intervals (buckets) into which all abandoned calls 
fall. When calls are abandoned within these specified time intervals, the counts are incremented 
accordingly. The report displays a percentage of...

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6.5.4 Trunk Group Trunk Circuit Report
Figure 8-69   Trunk Group Trunk Circuit Report - All Groups
The Trunk Group Trunk Circuit Report supplies data gathered on each individual circuit of a trunk 
group. The report may be generated for a single circuit of a specified trunk group, for all circuits of 
the specified trunk group, or for all available trunk groups. Although these reports provide the same 
type of data, the basis of...

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6.6 Tally Code Reports
Figure 8-70   Tally Code Reports Menu
Tally Codes entered by the agents can be analyzed based on Split activity or based on Pilot Number. A Split 
can be programmed in the ACD to require a Tally entry by the agent while a call is in progress, or during 
the after-call Work mode. When a Split is configured for Tally Required, an agent will not be able to answer 
a new incoming ACD call until a Tally entry has...

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6.6.1 Tally Code Summary Report by Split
Figure 8-71   Tally Code Summary - Split
This report indicates the incidence of all Tally entries by all Splits during a specified time period, 
listing them by the numbers and names assigned in the Tally Names Assignment window (see this 
chapter, “Tally Code Assignments”). Tally Code Numbers can be up to 9 digits. 

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6.6.2 Tally Code Summary Report by Pilot
Figure 8-72   Tally Code Summary - Pilot
This report indicates the incidence of all Tally entries by specified Pilot Numbers during a specified 
time period, listing them by the numbers and names assigned in the Tally Names Assignment window 
(see this chapter, “Tally Code Assignments”). 

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6.7 Report Scheduler
Figure 8-73   Report Scheduler Screen
CallCenterWorX allows you to schedule a report for output to the printer at a selected time using the Report 
Scheduler
 window (see Figure 8-73). 
Any report which can be generated can be scheduled for output.
Up to 50 reports may be registered in the schedule.
Once registered, the report will automatically be sent to the printer at the designated output time, which...

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7. View Menu
The View menu allows the Toolbar and the Status bar to be visible (if checked) or not visible (if not checked) 
on the MIS console screen.
The 
Toolbar (located just under the Menu bar) contains icons which provide shortcuts to many menu 
commands.
The 
Status bar (located across the bottom of the console screen) shows the date and time, and the current 
Longest Waiting Call.
Figure 8-74   View Menu Commands
Figure 8-75...

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8. Help Menu
Figure 8-76   Help Menu Commands
Selecting the Help Topics option opens the Table of Contents to the MIS online Help system. You may then 
choose which topic will provide the information you need (see Chapter 11, “CallCenterWorX Online Help”). 

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