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.
Important:If any of the database limits have been exceeded, that section appears in red and the text 
“Database Limits Exceeded” is displayed against a red background in the top left corner of the 
screen. It is not advisable to continue CallCenterWorX operation if database limits have been 
exceeded, because this can disrupt statistical collection even in portions of the database which seem 
to be within the limits. For example: a call assigned to split 3 (OK) and overflowed to split 125 (out 
of range) will generate incorrect call statistics for split 3.
There are two possible error types:
1. Exceeding the limit on the total quantity of entities input for one section (defining 301 agent logon 
IDs or 35 splits).
2. Assigning an entity outside of the allowed range (such as trying to use split 104).
Upon entry of incorrect or unacceptable data, CallCenterWorX MIS generates an error message which 
appears at the bottom of the screen. A listing of error messages and suggested solutions appears in 
Chapter 13, “MIS Error Messages.”
This figure is provided as reference material only, since limits are determined by both hardware and 
software considerations.  
						

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Status Screens Menu
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 Screens Menu
The Status Screens:
Display the number of calls currently waiting in various queues of the ACD.
Display the current function being performed by the agents assigned to handle the waiting calls.
Provide an immediate assessment of the current operation, to assist in spotting tendencies at the earliest 
possible moment.
Automatically reflect changes made in the System Configuration screen.
Have a print preview capability that shows how a real-time status screen or a report will look when it is 
printed.
May be viewed in either graph or table format with a click of the 
Graph View Button            or the Text View Button            on the console.
Terms and abbreviations used in the graphs and text displays are defined in Chapter 14, “Terms and Concepts.” 
The statistical methods used to calculate the information displayed in the screens are defined in Chapter 12, 
“MIS Statistical Definitions and Methods.” 
						

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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 statistical displays are defined in Chapter 14, “Terms and Concepts.” 
						

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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 within a 
second, and the agents’ timers are reset to zero to begin counting time in the new state.
In Figure 8-35, agents 4301 and 4303 show a Line Status of “ACD2.” Since these statistics are 
included in a status screen for Split #1, the number following the “ACD” status indicates that these 
are multi-split agents who are taking calls for Split #2 although they are logged-on in Split #1. 
						

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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 are considered “standard” priority. The ACD Logon 
Data command sets the agent’s personal pilot number, and the priority setting for that number is done 
in the Pilot Data configuration. 
Based on these priority settings, incoming calls are placed in a High Priority queue or a Standard 
Priority Queue. 
Each split has a 
High Priority Queue, and a Standard Priority Queue. An incoming call will wait 
in either queue in up to four splits until an agent is ready to handle the call. 
When agents are available, calls are removed from the queue in the same order in which they 
arrived. 
When all agents are busy, calls wait in the queue, possibly hearing recorded music or a timed 
series of recorded announcements. 
As the names imply, when there are calls waiting in both queues, those in the High Priority Queue are 
serviced first. 
						

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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 personal queue call arrives, the call is routed to an 
alternate destination that is specified during CallCenterWorX ACD database programming.