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 in relation to the total number of calls answered. 
This report can be output for a single trunk group or for all the available trunk groups. 
						

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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 calls abandoned within each interval in relation to 
the total number of calls abandoned. 
This report can be output for a single trunk group or for all the available trunk groups. 
						

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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 each report is different.
Terminology in the column headings and the means of calculating those statistics are explained in 
Chapter 12, “MIS Statistical Definitions and Methods,” and Chapter 14, “Terms and Concepts.” 
						

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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 been made for the previous ACD call.
Tally Codes allow agents to register occurrences of several specific events using the dial keypad, such as 
responses to various advertising methods, sales campaigns, or calls from particular locations. Multiple 
Tally entries may be recorded for a single phone call.
Detailed information on Tally Codes can be found in the “CallCenterWorX ACD Features and 
Specifications” manual.
Tally activity is reported on the following parameters:
Tally Total Count– all tally entries by the specified entity during the specified time period
Tally Total Duration– the total time period being surveyed
Tally Average Duration– the total count of tallies divided by the total number of minutes 
						

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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 
can be specified to the minute.
Detailed instructions on generating and scheduling reports may be found in Heading 10 in Chapter 10,   
“MIS Procedures.” 
						

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View Menu
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   Toolbar Icons
SaveAdd RecordZoom
PrintDelete RecordGraph View
Print PreviewRefresh ReportTe x t  Vi e w
CopyCreate GraphHelp
PasteModify Graph What’s This
STATUS BAR
TOOLBAR 
						

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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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