Panasonic ICX Manual

Built-In ACD Supervisor Guide

Section 521

ICX-35-521 (ACD 3.0)

ICX (International) issued March 1999

35

2.  If the date and time of the main unit is changed, MIS report will not be 

accurate. In this case, output MIS report in advance, and clear the data (See 
Other Features/Data Clear)

3.  MIS report which includes present time (for example 19:30), will be 

incomplete (report up to 19:00).

4.  Two supervisors cannot output the MIS report simultaneously.

5.  The MIS report data cannot be cleared if another supervisor has been 

entering the MIS REPORT MENU.

6.  Two supervisors cannot enter the MIS REPORT MENU and 

CUSTOMIZE MENU simultaneously.

7.  The definition of an ACD talk time is a time span from a call picked up to 

an end of a conversation or transferring to another extension.

8.  If a non-Agent picks up an ACD call, MIS report will not be accurate. 

Therefore, the Manufacturer recommends not to assign ACD lines to FF 
keys.

9.  The MIS report includes Abandoned incoming calls.

• CO (Exchange) disconnects call before agent answers.

The following gives an outline of the MIS report output.

The following reports are tabulated on a per agent basis:

• Total Log-in Time, Unavailable Time, Talk Time, Idle Time & 

Percentage (IDLE Time=LOGIN Time-TALK Time)

• Average time from call incoming to answer.
• Number of incoming calls, number of answered calls

The following reports are tabulated on a per group basis:

• Total Log-in Time, Unavailable Time, Talk Time, Idle Time & 

Percentage (IDLE=LOGIN-TALK)

• Number of incoming calls, number of answered calls

The following reports are tabulated on a per system basis:

• Total Log-in Time, Unavailable Time, Talk Time, Idle Time & 

Percentage (IDLE=LOGIN-TALK)

• Number of incoming calls, number of answered calls