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 
processor until the agent logs out (station leaves ACD mode). 
Remote LogidLogout: Allows the ACD agents to log into the system 
from a station which was not originally assigned to the ACD group. 
Once the agent logs into the system, the station enters the ACD 
mode and is available to receive ACD calls for the agent’s group until 
the agent logs out. 
Ring State Preselection: When an ACD call rings an agent’s station, 
that call is provided to the agent via automatic answer, or when the 
agent goes off-hook. 
Unavailable: Allows an ACD agent to enter a state which makes the 
position temporarily unavailable to ACD calls without being logged 
out. Essentially, this state is used for short breaks from work. 
Work Unit (Stroke Count): Allows an ACD agent to use the agent 
station’s dialpad to register a two-digit code which indicates the type 
of work being performed on the call. Each Work Unit code will be 
totaled individually for each agent or each ACD group, depending on 
the type of display/report requested. The values of the codes are 
customer-defined. An unlimited number of work units can be entered 
for each call and will be recorded on the MIS report for each call. Only 
the last work unit entered is output with the SMDR record for that call. 
SUPERVISOR FEATURES 
n Agent Assistance: Provides visual indication to the supervisor 
position when an agent assistance call takes place. If the position is 
idle, the station starts ringing and a message, indicating the 
assistance call and the agent ID, is shown on the LCD. The 
supervisor can connect directly to the agent by pressing the ACD 
Directory Number button. The agent can then speak privately with the 
supervisor, or can initiate a three-way conference with the supervisor 
and the ACD caller. When the supervisor hangs up, the agent is 
automatically reconnected to the ACD call. 
n Agent Monitoring: Allows a supervisor to tap into a conversation 
between an ACD agent and ACD caller. A one-way, listen-only path 
will be established for the supervisor while the agent and the caller 
continue their conversation. When an agent is monitored, a continual 
low-frequency tone will be heard in the conversation, and a message 
that indicates supervisor monitoring will be shown on the LCD. Or, on 
a system-wide basis, the monitoring can be done without tone being 
inserted into the conversation. 
n Alarm Indication: Provides an audible alarm to the supervisor station 
as certain predefined queue thresholds (e.g., number of calls waiting, 
waiting time for the oldest call) are exceeded. The audible alarm will 
remain on the station until the supervisor acknowledges the alarm by 
pressing them button. 
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							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, and traffic displays 
used to monitor the performance of ACD groups and individual agents. 
These displays show the supervisor what type of work the agents are 
involved in, how efficiently the group is handling incoming calls, how 
quickly calls are being answered, how many calls were lost, and how 
many non-ACD calls have been placed and received during the requested 
reporting period. PERCEPTION passes ACD-related information to the 
MIS processor in Real-time, that is, as it occurs. The system administrator 
can set the length of time in seconds between screen updates for the four 
real-time displays. 
Supervisor terminals can use either color or monochrome monitors. Color 
monitors can be programmed to display important information in a variety 
of colors to further emphasize such things as alert levels that are affecting 
the efficiency of the ACD group, and current agent status such as agent 
available, agent talking, agent in after-call work mode, logged out or 
unavailable, or calling the supervisor for help. 
The following are brief descriptions of the screens that are available to the 
supervisors: 
W Agent Statistics: Displays the current status of each agent within the 
ACD group, plus the accumulative call-processing information for that 
period. Included are number of calls waiting, longest call waiting, calls 
handled, average talk time, average after-call work time, average 
handling time (talk plus after-call work time), available time, auxiliary- 
work time (non-ACD), number of non-ACD calls originated and 
received, and productivity percentage. The display will show the totals 
of each agent’s statistics and will give the group statistics, including 
the group-productivity percentage, and a warning if the service level 
of the group is falling below acceptable levels. 
n Agent Status: Displays the current availability of each agent within 
the ACD group. Included will be the agent’s ACD ID number, agent’s 
name, current status, and Work Unit code, if used. 
W Group Traffic Monitor: Displays real-time statistical information used 
by the supervisor in evaluating ACD staffing requirements. Included 
are: total calls offered, answered, overflowed, and lost; service-level 
percentage, average speed of answering, maximum delayed call (in 
seconds), current calls waiting; number of manned, busy, available, 
and unavailable stations. There are three warning messages used 
with this display to indicate when the service level for a group is 
falling below the acceptable levels (e.g., service quality is low, bad, or 
unacceptable). 
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							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 longest time (in seconds) that a call waited to 
be answered. 
Supervisor Reports: A number of reports are available to the supervisor 
which provide information and statistics on individual agents, ACD groups, 
or the system status over a selectable period of time. Each report can be 
run for any of the following time periods: a period report (30 or 60 
minutes), shift, daily, weekly, monthly, and yearly (up to two years). The 
top of each report will indicate the exact time frame that has been used to 
compile the report. The end of each report will show an overall total (or 
average) of each item on the report for quick reference. The following 
briefly describes the purpose and contents of each report: 
E 
E 
E 
E 
E Agent Performance: Provides call processing -and after-call activity 
information for all agents within an ACD group. This report can be 
used for evaluating the performance of each agent in relation to other 
agents in the group. Included on the report will be: agents’ ID 
numbers and names; total login times, number of ACD calls handled; 
average talk, work-handling times, available times, auxiliary-work 
times; agents’ productivity percentages; numbers of PBX calls 
received and originated, and average length of PBX calls. 
Agent Statistics: Used to summarize the performance of individual 
agents. The information regarding the agent will include: name and ID 
number, ACD group number, productivity percentage, number of calls 
per hour, number of Work Unit codes entered, number of supervisor 
assistance calls; total login time, talk time, after-call work time, 
available and unavailable time; number of calls received and 
originated, and average length of calls. 
Delayed Call: Provides a summary of all calls offered to a group vs. 
totals and percentages of calls handled, calls delayed, and 
percentages of calls answered within predefined time increments. 
This information can be compared to other reports, such as Agent 
Statistics and System Status Reports, to see if agents are working 
efficiently, and if staffing is adequate. 
Group Bverflow: Used to determine under-staffing and over-staffing 
conditions. This report will summarize the calls to the group and 
display primary and secondary traffic for comparison purposes. 
Included on the report will be: ACD group number; number of calls 
offered; percentage of calls handled, lost, and overflowed to another 
group. 
Incoming Call Duration: Provides call duration statistics for a 
specified ACD group. This report will indicate the average duration of 
calls, the longest single-call duration, and the percentage of calls 
answered within predefined time periods (in seconds). This report is 
useful in determining staffing requirements and modifying acceptable 
service levels for each group. 
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							ACD/MIS 
E 
E 
E 
E 
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 daily, weekly, or yearly reports. The users 
can include their anticipated percentage of growth to get more realistic 
projections. The MIS application processor can be easily upgraded to 
include the optional Forecasting feature when desired. 
Electronic Billboard (Optional Feature): Large LED billboards are used 
to display important statistics in order to keep the agents aware of the 
overall efficiency of the group or system. Options include the number of 
calls offered, answered, overflowed from another group, lost, current 
service level percentage; the time of day; the average speed of answer for 
incoming calls; the number of calls waiting, and the longest call waiting 
time; number of agent positions currently manned, busy, available, and 
unavailable for new calls. (Other messages, such as group/agent targets 
or visitor welcomes, can also be displayed.)  Lost Call: Provides a summary of calls that disconnected before 
being answered. Percentages will be calculated based on 13 time 
intervals (defined by the System Administrator for each group). This 
information is useful in determining waiting periods before delay 
announcements should be given, or when to overflow ACD calls into 
another group. 
Supervisor Group: Provides call processing and after-call activity 
information for ACD groups. The report contains similar information to 
the Agent Performance report except that instead of the report 
detailing each agent’s statistics, the report will show group totals 
based on the time frame requested (e.g., daily reports reflect each 
hour in the day; monthly reports reflect each day in the month; yearly 
reports reflect each month in the year). 
System Status: Used to summarize the call handling characteristics 
of a group during the current report interval. Statistics will include: 
number of calls offered, answered, overflowed, and lost; average talk 
time, after-call time, and handling time; number of calls delayed (held 
in queue), service level percentage; average and maximum delay 
time; maximum number of calls in queue at one time, and the number 
of agents required to handle current group traffic and maintain the 
defined quality level. 
Work Unit: Work Unit codes are established by each customer to 
represent types of call activities that an agent may be involved in. 
These two-digit codes are entered from the agent’s telephone dialpad 
during an ACD call, and are used in this summary report to show the 
total number of calls handled per work unit, the average time spent 
per work unit on talking, in after-call work, handling, and in auxiliary 
work. This information will aid in modifying distribution of particular 
types of calls for more efficient handling. 
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							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 Agent Handsfree Answerback are 
programmed in the System 2 (DSD2) Data Block. 
2. ACD agent and supervisor telephone sets are programmed in the 
Electronic/Digital Telephone (DEKT) and Standard Telephone (DSTT) 
Data Blocks. 
3. Trunks are routed to the pilot numbers for ACD groups in the Trunk 
(DTRK) Data Block. 
4. Agent and supervisor IDS and ACD groups are programmed in the 
ACD (DACM) Data Block. 
1. Alphanumeric Trunk ID (System). 
2. Direct-In-Line (System). 
3. Summary of LCD Functions (EKT/DKT). 
Automatic Call Distribution gives the end-user a powerful tool for 
distributing large volumes of inbound calls. It makes the jobs of the people 
processing those calls easier and more efficient, saving the end-user 
money and increasing the productivity of the call handling agents. The 
Management Information System (MIS) display and reports enable the 
end-user to monitor the performance of ACD groups and of individual 
agents within each group. This information makes it possible to configure 
the operation of the ACD system for maximum productivity and 
profitability. 
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							ACD/MlS 
Perception, a ex 
FE-232 Link 
A 
Printer 
I 
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 waiting, when he or she is busy monitoring 
calls. 
OPERATION To Monitor Multiple Calls: 
1. Call the agent that is going to be monitored. 
n If the agent is on a call, the supervisor will hear busy tone. 
2. Press the m button. 
H Monitoring tone will be heard. 
H LCD will show that supervisor monitoring is in progress. 
3. Monitoring will continue through an indefinite series of ACD calls, until 
either the supervisor presses the m button, hangs up, or the agent 
logs out of the group. 
NOTES: 
1. The Multiple-call Monitoring feature is applicable to ACDA DNs on 
agent stations only. 
2. The Multiple-call Monitoring applies only to the supervisor’s group 
password. No access to other groups is possible without logging out 
and using the other groups’ passwords. 
3. This feature is limited by the availability of conference slots. 
4. If a conference trunk is not available, overflow tone will be heard. 
To Make an Assistance Call While the Supervisor Is Monitoring a Call 
(The Call Is Made by Either the Agent Being Monitored or Another 
Agent Within the Group): 
1. Agent presses the m button. 
n Busy tone will be heard. 
2. Press the m button a second time. 
q Agent will hear ringback tone, and the call will be camped on to 
the supervisor’s station. Agent must wait off-hook for supervisor 
station to become idle. 
H Supervisor hears CW/CP-on tone, alerting him or her that an 
agent is waiting for an assistance. 
n Supervisor’s LCD will show the agent’s number that needs 
assistance. 
E Supervisor can scroll through the displays with multiple 
depressions of the m button. 
3. When the supervisor becomes idle, the agent’s call will go through. 
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							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 to any one of the following destinations: 
4 Another ACD group. 
n Any internal directory number. 
n Any external directory number. 
H A Distributed Hunt group. 
n The attendant (and the UNA when the system is in Night mode). 
W UNA in both Day and Night modes. 
W A station or Trunk Announcement port. 
The ultimate destination of an overflow call can also be voice mail, 
whether directly into a voice mail port or via distributed hunting, or an ACD 
group. 
None. 
The Multiple Overflow Destinations feature is assigned in the OVFG entry 
of the DACM Data Block. 
ACD/MIS (ACD/MIS). 
By allowing overflow calls to go to more than one type of overflow 
destination, this feature makes the ACD operation more efficient. Inbound 
calls do not have to queue for a long time to be handled, thus minimizing 
lost calls and reducing the frustration of customers. 
NOTE: Continuous look-ahead occurs when there are no announcement 
ports programmed in the system. If announcement ports are programmed, 
look-ahead occurs after MOH. 
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							PERCEPTION 
eaex 
Data Features 
Issue 2, February 1992 
Section 200-255-690