Specifications

NDA-24213 CHAPTER 10
Page 213
Issue 3.0
MIS Procedures
CallCenterWorX MIS Initial Setup
STEP 12: Click
OK
to save the setting. Go to
Step 13
.
STEP 13: Start with most of the remaining settings at the default value. The ones you might want to change are:
(a)
Download Names
This setting controls whether the names given in the ACD database are downloaded to the MIS
database upon startup (see this chapter, Heading 2, “Configuring the MIS,” and Heading 3,
“Naming Entities,” for details). If you wish to keep the MIS database independent, set this
parameter to “OFF.” The default for this item is “ON.”
(b)
Report Agent Personal Queue
This setting depends on the ACD Logon Data. If a personal queue is configured there, the “ON”
setting here will allow reporting of Agent Personal Queue statistics.
(c)
System GOS Threshold
The Grade of Service specifies the percentage of calls answered within a specified amount of
time in relation to the total number of calls received. This setting determines the number of
seconds used in calculating the Grade of Service.
STEP 14: Click
OK
to save the new communication configuration and close the CallCenterWorX MIS–Setup
window.