NEC Neax2000 Ivs Callcenterworx System Manual

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5.2 System Status
 
Figure 8-37   System Status Screen Menu
The System Status screens offer statistics on a system-wide basis, encompassing information from all splits. 
These screens can be displayed in text or graph format.
As shown in Figure 8-37, the first option on the submenu is 
All Statistics. Choosing this setting displays 
all the System Status windows listed on the submenu.  
						

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5.2.1 Daily Statistics
This screen displays activity in the system since midnight in either graph or text format.
Figure 8-38   System Daily Statistics - Graph Format
Terms illustrated by the above graph are defined in Chapter 14, “Terms and Concepts.” 
						

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5.2.2 Hourly Statistics
Figure 8-39   System Hourly Statistics - Text Format
This screen displays activity in the total system since the beginning of the current hour. Further 
information on Average Speed of Answer (ASA), Longest Waiting Call (LWC), and Grade of Service 
(GOS) can be found in Chapter 14, “Terms and Concepts.” 
						

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5.2.3 Agent Summary Statistics
Figure 8-40   System Agent Summary Statistics - Graph Format
This screen summarizes the activity of all agents currently logged-on to the system. 
						

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5.2.4 Split Detail Statistics
Figure 8-41   Split Detail Statistics Screen
The System Status statistical screens follow the same basic pattern as the screens displaying split 
statistics, except that where the split-oriented screens show Agent Detail statistics, the 
system-oriented screens show Split Detail statistics. 
						

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5.2.5 System Queue Statistics
 
Figure 8-42   System Queue Statistics Screen - Text Format
As shown in Figure 8-42, the Queue Statistics screen for the system reflects all calls in all queues 
based on length of time in queue, specifying New Calls (have received 0 announcements), Calls in 
Transition (have received 1 announcement), Old Calls (have received 2 or more announcements), and 
any Incoming Overflow from other queues. These calls can also be illustrated in the graph format (see 
Figure 8-43). 
						

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Figure 8-43   System Queue Statistics Screen - Graph Format 
						

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5.3 Modify Intervals
The statistics in the Status Screens may be updated at intervals selected by the call center manager. The 
Modify Intervals option under the Status Screens menu opens the dialog box which modifies the refresh 
rate intervals for both the Split and System Statistics Screens (see Figure 8-44).
Figure 8-44   Modify Statistic Screen Update Intervals
The available refresh rates range from 1 second to 300 seconds, and can be set by using the up and down 
arrows at each parameter or by typing in a number.  
						

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6. Reports Menu
Figure 8-45   Reports Menu Screen
A wide range of reports is available in CallCenterWorX MIS, with features allowing flexibility in report 
presentation.
Each report screen has a modifiable grid layout. Columns and rows may be rearranged by drag-and-drop, 
and their size can be changed. Each column can be sorted alphabetically.
The printer setup for the new grid layout is stored and may be retrieved for future use.
A print preview capability is available for reports.
The Refresh Report icon on the toolbar            updates report content without the need to repeat the first 
report generation procedure.
A text report can be saved into a tab-delimited text file.
A text report can be copied into other Windows applications.
Detailed procedures for generating and scheduling a report may be found under Heading 10 in Chapter 10, “MIS 
Procedures.” 
						

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6.1 Agent Reports
Figure 8-46   Agent Reports Menu
The Agent Reports Menu includes the option of All reports, which generates all the other reports listed 
above (see Figure 8-46). Agent activity is reported in terms of the following parameters (defined in Chapter 
12, “MIS Statistical Definitions and Methods” and in Chapter 14, “Terms and Concepts”):
Total ACD Calls AnsweredTotal Calls Transferred
Total ACD Talk TimeTotal Hold Time
Average ACD Talk TimeAverage Talk Time
Total ACD Hold TimeTotal Talk Time
Total All PBX CallsTotal Assist Requests
Total PBX Talk TimeTotal Staff Time
Total PBX In Calls AnsweredTotal Ring Time
Total PBX In Talk TimeTotal Work Time
Total PBX Out Calls MadeTotal Break Time
Total PBX Out Talk TimeBreak Type Statistics
Total Calls Answered