Specifications

22 Automatic Call Distribution (ACD) Application Options
to viewing the ACD statistics on the telephone screen,
multicolored statistical reports and histograms may be
viewed on the computer screen or sent to a printer.
Reports may be viewed immediately or stored for later
retrieval and processing. The supervisor may program
the system to generate specific reports at designated
times: monthly, weekly, daily, or at the end of a shift
or other time interval. Reports may be generated for
agents, groups, super-groups, supervisors, trunks, trunk
groups, call classifications, or clients.
Customized reports can be generated to suit each
application. You can control the report range and modify
the headers, colors, and fonts used. Report statistics
can be programmed to appear in different colors when
values reach certain thresholds. Up to three colors may
be used for this purpose. The layout of online reports
may also be customized to suit the user.
Offline reports: provide raw data on system usage
(e.g. numbers of calls and agents), statistical analysis
including averages and weighted averages (e.g. talk
time or wait time), maximums (e.g. waiting time), and
percentages (e.g. abandoned calls).
Current status reports: These reports show:
Busy or idle status of every trunk in the
DIGITAL system;
Busy, hold, or idle status of every Agent
extension in the DIGITAL system;
Ring status of non-ACD calls;
Status changes of every call currently
in the ACD queue.
The ACD I.Q. supervisor has a great deal of flexibility
in defining the statistical breakdown of the desired
reports and in designating the format in which the data
appears. Supervisors may view statistics on a number
of groups or may view details of one particular group's
agents. By means of user-friendly, pull-down menus
and screens, the supervisor can quickly and easily
modify the configuration of the ACD I.Q. data, and
define the parameters of the database used for a report.
Several supervisory positions can operate
simultaneously, with each display providing real-time
call processing information. At the same time, other