Specifications

CHAPTER 8 NDA-24213
Page 118
Issue 3.0
MIS Menu Commands
Status Screens Menu
5. Status Screens Menu
The MIS Status Screens (also referred to as Real-time Screens) provide up-to-the-second views of the agent and
queue activity at the system level and the split level. Statistics on call volume, and on the effectiveness of the
agents handling those calls, are computed in real-time and displayed for the current hour and day, providing
rapid feedback to the call center manager.
Figure 8-29 Status Screens Menu
The Status Screens:
Display the number of calls currently waiting in various queues of the ACD.
Display the current function being performed by the agents assigned to handle the waiting calls.
Provide an immediate assessment of the current operation, to assist in spotting tendencies at the earliest
possible moment.
Automatically reflect changes made in the System Configuration screen.
Have a print preview capability that shows how a real-time status screen or a report will look when it is
printed.
May be viewed in either graph or table format with a click of the
Graph View Button or the Text View Button on the console.
Terms and abbreviations used in the graphs and text displays are defined in Chapter 14, Terms and Concepts.
The statistical methods used to calculate the information displayed in the screens are defined in Chapter 12,
MIS Statistical Definitions and Methods.