Инструкция для Panasonic ICX
Built-In ACD Supervisor Guide
Section 521
ICX-40-521 (ACD 4.0)
ICX (International) issued December 1999
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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)
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.
keys.
9. The MIS report includes Abandoned incoming calls.
• Exchange disconnects call before agent answers.
The following gives an outline of the MIS report output.
Agent Activity
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
• Number of incoming calls, number of answered calls
Group Activity
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
System Activity
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
Work Unit Count