NEC Neax2000 Ivs Callcenterworx System Manual

							NDA-24213 CHAPTER 11
    Page 247
Issue 3.0
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 supported MAT commands.
Interactive headings in MIS statistical reports.
ACD Troubleshooting tips.
2. Accessing the Online Help System
There are several ways to use the online Help system within CallCenterWorX ACD and MIS. You can display 
and work in the current ACD or MIS dialog while a Help window is open. You can also resize, move, tile, or 
cascade the online Help window to make it easier to display and follow the Help procedures while working in 
CallCenterWorX ACD or MIS. 
To access Help, do one of the following:
Select 
Help Topic from the Help Menu on the ACD or MIS console.
Press 
F1 to display Help for the current ACD or MIS dialog.
On the ACD and MIS consoles, click on the 
Help button   for help on a topic. Click the What’s This 
Help button    for context-sensitive Help, then select the item you are questioning.
In the ACD Online Help, terms shown in color (and possibly underlined) are 
hot-spots. When the mouse is held 
over them, the arrow changes to a pointing finger. Double-click on these hot-spots to open the text to a Note, 
Caution, Warning, definition, Before..., or Comments section. These areas offer additional information on the 
topic you are researching. 
						

							CHAPTER 11 NDA-24213
Page 248    
Issue 3.0
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, Open Book and Help Topic bullets: 
Double-clicking a Closed Book Bullet displays all the help topics contained within the book.
Double-clicking an Open Book Bullet closes the book and all of its help topics.
Double-clicking a Help Topic Bullet displays the Help topic window for that bullet
.
Figure 11-2   Content Tab Bullets 
						

							NDA-24213 CHAPTER 11
    Page 249
Issue 3.0
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 
						

							CHAPTER 11 NDA-24213
Page 250    
Issue 3.0
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 
						

							NDA-24213 CHAPTER 11
    Page 251
Issue 3.0
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 box displays (Figure 11-5).
 
Figure 11-5   Print Dialog Box
STEP 3: Choose one of the following in the Print Setup:
To print to a printer, click on the 
Name drop down box and select a printer.
To print to a file, click the 
Print to file check box. 
STEP 4: In your Print command, click the 
All radio button to print the entire report.
STEP 5: Use the 
up and/or down arrows in the Number of copies field, or double-click in the field and enter 
a value.
STEP 6: (Optional) Click the 
Collate check box in the Copies box.
STEP 7: Click 
OK.
5. Tips
Use the right mouse button to click inside the Help window, then click Print To p i c. This also works 
for printing the contents of a pop-up window.
Print a group of related topics by clicking a book in the Help Contents and then clicking the 
Print 
button. 
						

							CHAPTER 11 NDA-24213
Page 252    
Issue 3.0
CallCenterWorX Online Help
Tips
This page is for your notes. 
						

							NDA-24213 CHAPTER 12
   Page 253
Issue 3.0
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).
Total Trunk Busy Time / Total ACD Calls Received
Average ACD Talk Time is the total amount of time spent talking on ACD incoming calls divided by the number 
of calls answered.
Total ACD Talk Time / Total ACD Calls Answered
Average Delay Time Abandoned is the average amount of time a caller waits before releasing without being 
answered.
Total Time In Queue for Abandoned Calls / Total Calls Abandoned
Average Delay Time Answered is the average amount of time a call waits prior to being answered.
Total Time In Queue for Answered Calls / Total Calls Answered
Average Speed of Answer is the average amount of time a call waits prior to being answered.
Total Time In Queue for Answered Calls / Total Calls Answered
Grade of Service is the percentage of calls answered within the user-defined service threshold (number of 
seconds).
(Number of Calls Answered Within Threshold / Total Calls Received) * 100
Longest Waiting Call is the longest time a call waited in queue before being answered or releasing. This time 
is kept for current waiting calls, and calls completed within this hour or within this day.
Within any hour it is possible for the longest waiting call to be reported as greater than one hour, due to calls 
being reported in the hour they were handled.
Number of Trouble Reports is the number of times the Trunk Trouble key was pressed while an incoming ACD 
call was active on this trunk. 
Percentage Hold Time is the percentage of time an incoming ACD caller was placed on hold in relation to the 
total talk time.
(Total Hold Time / Total Talk Time) * 100
Percentage of Calls Abandoned is the percentage of incoming ACD calls which release before being 
answered.
(Total Calls Abandoned / Total Calls Received) * 100
Percentage Ready Time is the percentage of staffed time spent in the Ready mode.
(Total Ready Time / Total Staffed Time) * 100
Percentage Ring Time is the percentage of staffed time spent in the Ringing mode.
(Total Ring Time / Total Staffed Time) * 100
Percentage Talk Time is the percentage of staffed time spent in the Talk mode.
(Total Talk Time / Total Staffed Time) * 100 
						

							CHAPTER 12 NDA-24213
Page 254   
Issue 3.0
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 
position is answered. If a call has been distributed to a position but abandons while ringing, this counter is not 
incremented.
Total ACD Calls Transferred is incremented by one when a call has been answered and is subsequently 
transferred to another position, split, or even outside of the ACD.
Total ACD Hold Time is the amount of time an ACD call was placed on hold.
Total ACD Talk Time is the amount of time from when an ACD incoming call is answered to the time the call 
is released. Time the call was placed on hold is included in this time.
Total All PBX Calls is the number of incoming calls received plus the number of outgoing calls made on an 
agent’s PBX line.
Total Assist Requests is incremented by one when the Assist key of a position is pressed.
Total Break Time is the amount of time the agent spent in any of the Break mode types.
Total Calls Abandoned is the number of incoming ACD calls which are released prior to the call being 
answered by an agent. Calls which queue to multiple splits and abandon appear only in the statistics of the split 
to which the call initially queued.
Total Calls Overflowed is the number of incoming ACD calls which are subsequently queued to and answered 
in another split after being first queued to the split being measured.
Total Calls Received is the number of incoming ACD calls handled, including calls answered, abandoned, or 
overflowed.
Calls which are transferred into a split are counted as received calls.
Calls which are queued to multiple splits are counted in the original queued-to split as well as in the 
answering split in an overflow scenario. 
If the call does not overflow but is subsequently answered by the original queued split, then that split is the 
only one credited with a received call.
Total Calls Answered + Total Calls Abandoned + Total Calls Overflowed
Total PBX IN Calls Answered is incremented by one each time a call is answered on a position’s PBX line.
Total PBX IN Talk Time is the amount of time from when a PBX line call is answered until it is released. Time 
the call was placed on hold is included in this time.
Total PBX OUT Calls Answered is incremented by one each time a call is placed on a position’s PBX line.
Total PBX OUT Talk Time is the amount of time from when a PBX line call is placed until it is released. This 
includes time the caller heard ring back tones until the call was answered, plus time the call was placed on hold. 
						

							NDA-24213 CHAPTER 12
   Page 255
Issue 3.0
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 Usage (CCS) is the total time the trunk was in use for ACD calls expressed in Hundred Call 
Seconds.
Total ACD Busy Time / (Number of Trunks in the Group * 100)
Total Work Time is the amount of time from when an agent presses the Work key to enter the Work mode until 
the Work key is pressed again to exit Work mode.
In the case of a Multi-Split Agent, this time is normally attributed to the split which is the agent’s attribute 
split.
Work time is attributed to a non-attribute split only when entering Work mode after answering a call for a 
non-attribute split.
After exiting Work mode for the first time prior to a non-attribute split call, all subsequent Work mode time 
is returned to the attribute split. 
						

							CHAPTER 12 NDA-24213
Page 256
Issue 3.0
This page is for your notes.