NEC Neax2000 Ivs Callcenterworx System Manual

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Wall Display Board Assignments
11.2 Scheduling Message Sets
The Schedule Wallboard Message Sets screen (Figure 10-15) lists the message sets that have been 
constructed and sets up the display plan for them, determining:
Type of display
Individual wall board destination (display number)
Speed (interval between messages in a multi-message set)
 
Figure 10-15   Schedule Wallboard Message Sets
STEP 1: In the Configuration menu, select Wallboard...

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12. Reports
CallCenterWorX MIS contains a set of statistical reports providing data to guide call center management 
decisions. The MIS maintains a database of the past 40 days of statistical data. The current and previous days’ 
statistics are stored on an hourly basis (up to a maximum of 47 hours), while daily data is stored for the preceding 
38 days.
Using a series of menus, statistical data is separated into: 
Major categories...

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12.2 Minor Categories
Each major category (such as Agent Reports) has its own set of minor category reports. Figure 10-17 
shows the minor categories associated with the 
Agent Reports major category (Summary, ACD Detail, 
PBX Detail, Staffing, and Breaks).
Figure 10-17   Minor Report Categories 

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12.3 Generating a Report
The following sample procedure focuses on generating an Agent Report, but the window elements and 
navigation tools used in the procedure are generic and can be applied when generating any CallCenterWorX 
MIS report. 
12.3.1 Selecting the Subject
STEP 1: From the Reports menu (Figure 10-16) select one of the Major categories (in this example, we have 
selected Agent Reports).
STEP 2: Click on a 
Minor category...

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Click the Daily radio button to activate the Daily Duration box. Then go to Step 7.
STEP 6: Choose from the following in the Hourly Duration box: 
Click the 
Today or Yesterday radio button. Go to Step8.
Click the 
Specified radio button to activate the From and To fields. Go to Step9.
STEP 7: Choose from the following in the Daily Duration box: 
Click the 
Month radio button in the Daily Duration box. Go to Step 8. 
Click the Week...

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STEP 10: Click OK.
The data will be retrieved from stored information, formatted into a report, and displayed on the 
monitor. All of the reports are designed to be displayed so that no left-right scrolling is needed to see 
all of the data. Data may be scrolled up and down a line or a page at a time to bring the most pertinent 
data within view.
Figure 10-20   Specifying Report Parameters
Select Major
Category
from Reports
menu
Select...

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12.3.2 Formatting a Report
A print preview capability lets you see the default layout of a text report. A modifiable grid screen 
(see Figure 10-21) allows you to drag-and-drop or change the size of certain columns or rows. Each 
column can be sorted by alphabetical order
.
Figure 10-21   Report Layout Grid
Check the Save settings to profile checkbox to save the profile in the NT registry. 

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12.4 Scheduling and Printing a Report
CallCenterWorX allows you to schedule a report for output to the printer at a selected time using the Report 
Scheduler window (see Figure 10-22). 
Any report which can be generated can be scheduled for output. Up to 50 reports can be registered in the 
schedule. Once registered, the report(s) will automatically be sent to the printer at the specified output time.
In order to register a report for...

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Figure 10-23   Add a Report Window
STEP 4: Press Next>. The Report Duration window displays (see Figure 10-24). 
Figure 10-24   Report Duration Window
STEP 5: Select the Duration, Range, and Previous parameters.  

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STEP 6: Press Next>. The Report Output Time window displays (see Figure 10-25).
Figure 10-25   Report Output Time Window
STEP 7: Select the Duration, Day and Hour Frequency and whether to Suppress weekend output (see 
Heading 12.5 “Weekend Suppression of Printing” below for important considerations on scheduling 
print output on weekends). 
STEP 8: Press 
Finish. The Report Scheduler window (see Figure 10-26) displays showing the output...