Specifications

TABLE OF CONTENTS (CONTINUED)
Page
TABLE OF CONTENTS NDA-24213
Page iv
Issue 3.0
5.3 Modify Intervals ................................................................................................................134
6. Reports Menu ............................................................................................................................135
6.1 Agent Reports ...................................................................................................................136
6.1.1 Agent Summary Report ..........................................................................................137
6.1.2 Agent ACD Detail Report........................................................................................138
6.1.3 Agent PBX Detail Report ........................................................................................139
6.1.4 Agent Staffing Report..............................................................................................140
6.1.5 Agent Break Report ................................................................................................141
6.2 Agent Group Reports ........................................................................................................142
6.3 Split Reports .....................................................................................................................144
6.3.1 Split Summary Report.............................................................................................145
6.3.2 Split Traffic Report ..................................................................................................146
6.3.3 Split Profile Report..................................................................................................147
6.3.4 Split Staffing Report................................................................................................148
6.3.5 Split Break Report...................................................................................................150
6.3.6 Split Answer Delay Report......................................................................................151
6.3.7 Split Abandon Delay Report ...................................................................................152
6.4 Pilot Reports .....................................................................................................................153
6.5 Trunk Group Reports ........................................................................................................155
6.5.1 Trunk Group Call Volume Report............................................................................156
6.5.2 Trunk Group Answer Delay Report.........................................................................157
6.5.3 Trunk Group Abandon Delay Report ......................................................................158
6.5.4 Trunk Group Trunk Circuit Report...........................................................................159
6.6 Tally Code Reports ...........................................................................................................160
6.6.1 Tally Code Summary Report by Split ......................................................................161
6.6.2 Tally Code Summary Report by Pilot ......................................................................162
6.7 Report Scheduler ..............................................................................................................163
7. View Menu .................................................................................................................................164
8. Help Menu .................................................................................................................................165
Procedures
CHAPTER 9 ACD Procedures ..............................................................................................................169
1. Method of Programming ............................................................................................................169
1.1 Entering Data ...................................................................................................................169
2. Order of programming ...............................................................................................................170
3. Tenant Data ...............................................................................................................................171
4. Split Data ...................................................................................................................................173
5. Logon Data ................................................................................................................................178
6. Position Data .............................................................................................................................182
7. Call Control Vectors ...................................................................................................................184
8. Pilot Data ...................................................................................................................................187