NEC Neax2000 Ivs Callcenterworx System Manual

NDA-24213 CHAPTER 11
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CallCenterWorX Online Help
Online Help Features
CHAPTER 11 CallCenter
WorX Online Help
1. Online Help Features
CallCenterWorX includes individual Help systems for CallCenterWorX ACD and CallCenterWorX MIS. The 
features include:
Context-sensitive help for every dialog, button, and field within the programs.
Step-by-step procedures for programming the CallCenterWorX ACD and MIS.
Comprehensive glossary in each program.
ACD functionality with respect to...

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CallCenterWorX Online Help
Navigating the Help System
3. Navigating the Help System
The Help topics are grouped according to function and content within three tabs: Contents, Find, and Index. For 
example, when you open the MIS Help, the following Help Topics window displays:
 
Figure 11-1   Help Topics Window - Contents Tab
3.1 Contents Tab
The Contents tab is intended to be used as an online Table of Contents. Figure 11-2 provides samples of the 
Closed Book,...

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CallCenterWorX Online Help
Navigating the Help System
3.2 Index Tab
The Index tab (Figure 11-3) enables you to search for a help topic by alphabetical listing.
 
Figure 11-3   Help Topics Window - Index Tab 

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CallCenterWorX Online Help
Navigating the Help System
3.3 Find Tab
The Find tab (Figure 11-4) enables you to run a full text search for Help topics. 
 
Figure 11-4   Help Topics Window - Find Tab 

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CallCenterWorX Online Help
Printing Help Topics
4. Printing Help Topics
CallCenterWorX Help is not available in hard copy, but you can print topics of interest to you from several places 
within the Help system. The following procedure explains the process of printing Help topics.
4.1 Printing from the Contents, Index or Find Tabs
STEP 1: Highlight the Help topic you wish to print.
STEP 2: Click the 
Print button at the bottom of the window. The Print dialog...

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CallCenterWorX Online Help
Tips
This page is for your notes. 

NDA-24213 CHAPTER 12
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MIS Statistical Definitions and Methods
CHAPTER 12 MIS Statistical Definitions and Methods
(Notations beneath definitions indicate the method used to calculate the statistic shown.)
All Trunks Busy Time is the amount of time all circuits are in use in a trunk group.
Average ACD Busy Time is the average amount of time a trunk was in use for ACD calls. This includes all time 
the circuit was active (from the time the call queued until the time the call released)....

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MIS Statistical Definitions and Methods
Percentage Work Time
 is the percentage of staffed time spent in the Work mode.
(Total Work Time / Total Staffed Time) * 100
Total ACD Busy Time is the total amount of time a trunk was in use for ACD calls. This includes all time the 
circuit was active (from the time the call queued until the time the call released).
Total ACD Calls Answered is incremented by one each time a call which has been distributed to an agent...

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MIS Statistical Definitions and Methods
Total PBX Talk Time
 is the amount of time spent talking on incoming calls received plus the time talking on 
outgoing calls on an agent’s PBX line.
Total Ready Time is the amount of time the agent was in Ready mode.
Total Ring Time is the amount of time the agent’s position was ringing.
Total Staffed Time is the amount of time from agent log-in until log-out, minus any time spent in a Break mode 
of any type.
Total Trunk...

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This page is for your notes.