Specifications

CHAPTER 10 NDA-24213
Page 214
Issue 3.0
MIS Procedures
Configuring the MIS
2. Configuring the MIS
There are several types of configuration data which affect the runtime characteristics of the CallCenterWorX
program.
2.1 ACD configuration data
ACD configuration data is used in the ACD system and affects the processing of calls. The initial data for
these fields is downloaded to the MIS system during start-up. The following fields are stored in the ACD
system but may be modified in the MIS:
• Agent Logon ID Code assignment
• Position Split Assignment
• Split Inflow Threshold & Overflow Delay Threshold
2.2 Local configuration data
Local configuration data is used only by the MIS and does not affect the ACD. This data can be used to
adapt the MIS for your particular operations. The following fields are assigned and stored in
CallCenterWorX MIS:
• Grade of Service Threshold
• Answer Delay Interval and Abandon Delay Interval
• Wall Board Configuration
2.3 Assigned Names
Certain configuration data used in the MIS (assigned names such as Split and Agent, which are referenced
by both systems) can be synchronized to match the configuration data in the ACD (see
Heading 3, “Naming Entities”).