Toshiba Perception 1 2 User Manual

ACD/MIS 
the station’s assigned Call Pick-up Group. ACD stations must be 
assigned to the same pick-up group of other ACD stations they wish 
to use this feature on. 
Login/Logout: Allows an ACD agent to start and end his or her shift 
by dialing the agent identification (ID) code from the agent station. 
When an agent logs into the system, the station is activated as an 
ACD position and is available for incoming ACD calls. Operating 
statistics are collected for the agent, and output to a connected MIS...

ACD/MIS 
n MIS Access: The ACD group supervisor may access the MIS 
displays and reports via a terminal connected to the MIS processor. 
The supervisor can call up displays and reports on the groups or 
individual agents to monitor ongoing performance. The supervisor 
can also signal the system to print out reports at a printer connected 
to the MIS processor. 
ACD/MIS DISPLAYS AND REPORTS 
Supervisor Displays: The MIS application processor provides 
supervisors with a wide variety of status, statistics,...

ACD/MIS 
n System Status: Displays accumulative totals for whichever ACD 
groups are allowed to the supervisor for viewing. Included for each 
group are overall service level percentage; total numbers of calls 
offered to the group, calls answered, calls overflowed to another 
group, calls lost (offered but not answered), calls delayed before 
answered; average talk, handling, and delayed times; total current 
number of calls waiting to be answered; the maximum number of calls 
waiting at one time; the...

ACD/MIS 
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Forecasting (Optional Feature): Forecasting provides the ability to utilize 
ACD data to calculate the future staffing, trunking, and equipment needs 
of ACD groups in the system. Forecast information can be generated for a 
single day, or a selected period of time, up to IO years into the future. 
Historical data is stored automatically, on a daily basis, in a separate file 
for up to 380 days. The historical data, or predicted data (specified by the 
user) is then used to calculate...

ACD/MIS 
OPERATION 
PROGRAMMING 
RELATED FEATURES 
BENEFITS 
Billboards come in three different sizes, and connect to the CRT/printer 
ports of the MIS processor. Up to 23 electronic billboards can be installed 
on a single MIS processor port. 
1. For agent features, please refer to the Agent User Guide. 
2. For supervisor features, please refer to the Supervisor Guide and the 
Administrator Guide. 
1. The Call Distribution Algorithm, length of the Stroke Count entries, 
MIS processor activation, and ACD...

ACD/MlS 
Perception, a ex 
FE-232 Link 
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Printer 
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Figure I-PERCEPTION,h,,/MIS Interaction 
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Mu/tip/e-Cd/ Monitoring 
DESCRlPTlON Multiple-call Monitoring enables the supervisor to monitor an indefinite 
series of ACD calls to an agent without having to reaccess the agent’s 
station when a call ends. The supervisor accesses monitoring for a 
particular agent logged into the supervisor’s group, and then monitors that 
agent’s ACD calls until either the agent logs out of the group, or the 
supervisor manually terminates the monitoring. The supervisor is also able 
to have some assistance calls...

Mu/tip/e-Cal Monitoring 
PROGRAMMING The operation of this feature is automatic. 
RELATED FEATURES 1. ACD/MIS (ACD/MIS). 
2. Summary of LCD functions (EKT/DKT). 
BENEFITS This feature saves the supervisor time since he or she does not need to 
reaccess the agent’s station every time a call ends. It also is beneficial in 
that the supervisor can still be alerted when another agent or the one 
being monitored needs the supervisor’s assistance. 
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Multiple Ovevflo w Destinations 
DESCRIPTION 
OPERATION 
PROGRAMMING 
RELATED FEATURES 
BENEFITS The Multiple Overflow Destinations feature enhances the system’s 
capabilities to select an overflow destination for each ACD group from 
several possible entries. 
This enhancement enables the system to perform nearly-continuous look- 
ahead function, so that an overflow call will immediately be routed to an 
answering position at the overflow point once one becomes available. 
Overflow calls can now be sent...

PERCEPTION 
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Data Features 
Issue 2, February 1992 
Section 200-255-690