Specifications
NDA-24213 CHAPTER 1
Page 5
Issue 3.0
CallCenterWorX Overview
CallCenterWorX MIS 2.0 Features and Enhancements
3. CallCenterWorX MIS 2.0 Features and Enhancements
The CallCenterWorX MIS 2.0:
1. Runs on the
Windows NT 4.0 Workstation, Windows 95, and Windows 98
operating systems.
2. Uses a
GUI interface
to make commands and controls easily accessible to the user.
3. Provides a
dockable Toolbar
with
ToolTips
to speed and simplify operation.
4.
Monitors the performance
of the call center to maintain efficiency and determine the optimum number of
agents and trunks to provide the best service at the lowest cost, using:
•
Real-time status screens
displaying ongoing activity.
•
Current and historical reports
for analysis of traffic and agent productivity.
• The capacity for
additional MIS PCs
to be added on a remote basis. These additional MIS applications
can be operated on a
TCP/IP
-based system or via an
RS-232
connection.
5. Analyzes statistical data received from the ACD and
stores historical data
for 38 days plus 47 hours.
• Data accumulated during each hour is summarized and stored on the hard drive, then used to prepare
reports or graphs
detailing the activity of the call center for a day, a week, or a month.
6. Displays real-time activity screens showing
up-to-the-second caller activity and agent activity
in the
call center in report or graph form.
• This data can be
printed
on demand or by schedule
.
• Each report screen has a
modifiable grid layout
in which the data can be sorted alphabetically. The
data can be refreshed to
update
the report, and the
printer setup
for the modified layout can be saved.
• A text report can be saved into a
tab-delimited text file
. A graph view can be saved into a file as a
Bitmap or JPEG
. A text report or graph can be copied and pasted into
other Windows applications
.
• A
variety of reports
providing different data views are available for agents and agent groups, splits,
trunk groups, pilots, and tally codes.
•
Multiple window views
can be open at the same time, letting the user view several real-time screens,
a few reports, and the system configuration concurrently.
7. Has a
status bar
at the bottom of the MIS window which displays the current date and time, and the
current Longest Waiting Call.
8. Offers a
wall board GUI
for wall message assignment and scheduling, providing the user with a selection
of wall board types, message colors, real-time statistics, graphics, data scope, and display modes from
drop-down lists.
9. Includes
online Help
and a
context-sensitive
Help
system.
10. Supports both the
English and Japanese languages
for display to the user’s screen.