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Vodavi Discovery Acd User Guide

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Increase Sales
Increase Agent ProductivityReduce Abandoned Calls
Reduce Time in QueueReduce Operating Expenses Increase Service
User Guide for
MIS Reporting Package
TheEnd-to-EndSolution for theOne-on-OneBusiness. 

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User Guide
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Contents
Introduction .........................................................................1
Real Time Screens  ...............................................................1
Color Codes of Displays  ..................................................2
Real Time Window  ..........................................................2
Creating a composite real time screen  .............................3
Graph Windows...

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Customizing Report Templates ........................................45
Event Reports  ...................................................................46
Traffic and Traffic Profile Reports  ..................................47
Traffic Reports  ............................................................47
Agent Traffic Report  ...................................................49
Traffic Profile Reports...

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Figures
Composite Real-time Screen Template Drop Down Menu  ..3
Composite Real Time Screen  ...............................................4
Real Time Call Statistics Dialogue Box  ...............................5
Agent Statistics Window  ......................................................6
Properties for the Agent Statistics Window ..........................6
Alarms Configuration Dialog Box  ........................................9
Alarms...

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Ta b l e s
Devices ..................................................................................12
Filter Elements Supported  ....................................................14
Available Reports  .................................................................17
Event Reports  ........................................................................20
Agent Traffic Reports  ...........................................................23...

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Introduction
Your call center is important to your organization. After all, it’s where 
you and your customers meet, where every call is a revenue-
generating opportunity. This means that there is a direct relationship 
between your call center’s performance and business success.
Discovery ACD can play a significant role in that relationship, 
because with Discovery ACD you can measure customer satisfaction, 
as well as employee productivity. Discovery ACD provides real time,...

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Color Codes of Displays
Discovery ACD simplifies visuals using color coding to highlight the 
current state of a device. The colors are as follows:
†Green - device is free (i.e., agent available, line free)
†Blue - device is busy (i.e., agent on a call, in wrap-up, 
unavailable)
†Yellow - device is ringing
†Red - device alarmed (i.e., waiting time threshold exceeded)
†Grey - device logged off
Real Time Window
Discovery...

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Creating a composite real time screen
With Discovery ACD, you can create your own real time composite 
screens. The easiest way to do this, is to start with one of the default 
templates within the system (refer to Figure 1), copy it and change the 
copy by adding new windows to match your requirements.
1. Start by selecting the template you wish to copy from the drop- 
down list box on the toolbar, as...
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